Cliff is a Principal Designer at Salesforce, helping build world-class customer experience tools. For him, experience design is a strategy for creating positive change in the world for others—not in a vague sense, but a literal one.
Transparency, feedback, and accountability are critical components of any equitable system. Great design work treats these components as requirements for success and leverages them to better ensure human-centered outcomes.
Cliff put this perspective to work through experience design, thoughtful presentations, and lots of experimentation.
UX Camp Spring 2021
Building Confident Users in the Space Between
Siloed organizations aren’t incentivized to improve the space between products, despite the massive opportunity it presents. Seizing that opportunity is as much community organization as it is design.
Enterprise customers increasingly interact with multiple products from the same company. From rapid acquisitions to market opportunities, companies are frequently introducing products and services that are ostensibly interconnected. Users can transfer knowledge of existing product mechanics and flows to new ones, resulting in faster adoption and time-to-value—but that won’t happen by accident.
I’ll show how we’ve managed these efforts at Salesforce: how we built momentum internally, enlisted stakeholders, co-created, made decisions, and set ourselves up for constant improvement.