Salesforce
From Legacy Tools to Intelligent Native Experiences
The case
Three Critical Operations, One Mission: Going Native
Salesforce Professional Services and Customer Success managed three critical operations on legacy and improper tools (Visualforce, spreadsheets, improper input validations, privacy risks):
- Strategic customer investments ($480M)
- FTE career development (~10K professional services users)
- Project reports (~1K users, saving 144 hrs/user per year)
My Role
As Senior Product Designer, I led UX across all three, running discovery through user research, mapping business procecess, informational architecture, workflows, prototyping, validating with usability testing, and delivering measurable operational readouts — replacing each legacy system with a Salesforce-native, Slack-first experience.
Due to non-disclosure agreements, specific proprietary data workflows and sensitive infrastructure blueprints have been omitted. I am happy to discuss my strategic methodology and system design process in detail during an interview.
Business Impact
Replatforming legacy, fragmented systems into native and agentic experiences delivered measurable time, cost, and compliance wins across all three initiatives:
- Retired legacy Visualforce app; shipped unified LWC experience for ~12K internal users.
- Forecasted 40–60 hrs/month saved per project manager, with 80% of reporting workload automatable — unlocking 144+ hrs/year, projected $12K annual savings per project manager.
- Reduced strategic investment rejection/recall/expiration rate from 61% → 22%. and cutting approval time from 18.4 days to under 4 days.
- Retired all legacy spreadsheets and achieved audit-ready SOX compliance for all customer investments.
The Challenge
Three high-stakes, high-volume Salesforce operations — EFT talent development, projects reporting, and customer investment mechanisms— were each running on tools never built to scale, forcing thousands of users into manual workarounds instead of trustworthy, in-flow decisions.
- Legacy Visualforce couldn't scale to modern visualization needs and comply with WCAG 2.2 regulation; making the entire experience were fragmented across separate apps, forcing constant context-switching, and dense cognite effort.
- Project managers decisions and reporting depended on signals scattered across 9 disconnected systems, with most managers losing ~144 hrs/year in coordination rather than delivering.
- $480M+ in customer investments were tracked through a customized Google Sheet with no source of truth, creating SOX compliance risk.
- ~6,000+ SCI requests/year, with 70% expiring, stalling, or getting rejected due to tooling limits, and 1–2 month approval cycles.
Projects & Lateral Productions
- Talent Developmet UX Redesign — Unified the talent development experience into one LWC experience on Salesforce Cloud for all ~12k internal users (projects managers, lead architects and software engineer managers and ICs).
- Opportunity Playground — Concept and prototype for a Services Agent that orchestrates projects tracking, FTEs availability and compliance, and reporting.
- Strategic Customer Investments 2.0 Modernization — Replaced BaseCamp intake + Google Sheets + a Slack approval thread with a Salesforce-native intake and Slack-first approval engine (filtered queues, in-context Approve/Reject actions, automated MAP/SOX routing).
- Supporting deliverables: UX audits, moderated interviews (managers, consultants, RVPs/VPs/SVPs), usability testing, wireframes/wireflows, UX engineering feasibilty checking, and exec-ready UX readouts for each initiative.
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