Challenge Summary
Welcome to the CSA Communities Portal Design Concepts Challenge! This challenge is focused on creating design concepts and visual solutions for our Customer Communities Application. We are looking to build this on the Salesforce platform but with a custom user interface. We will be leveraging key Salesforce tools (like Chatter) within our application.
CSA Communities is essentially a portal to help make it easier for customers to interact and do business with CSA. It involves using technology to organize, automate and synchronize relevant information for their customers around account management, products owned, service information, self-service support, training, analytics and overall improve customer engagement.
The portal will be used by many types of user (Customers, on-site CSA employees, Sales, Customer Service etc.) but our focus of this first challenge is on our "Key Stakeholder" Customer persona. For this challenge we are providing you with simple persona and initial thoughts around possible features.
Note: CSA is a codename for this challenge
Take a look at the challenge and let us know if you have any questions!
Round 1
Submit your initial design for Checkpoint feedback and guidance:
1. Navigation & Global Actions
2. Home/Dashboard Interface
3. Printers/Asset Listing
Round 2
Final Designs plus any Checkpoint Feedback:
1. Navigation & Global Actions
2. Home/Dashboard Interface
3. Printers/Asset Listing
4. Service Calls
5. Search
6. Alerts & Notifications
7. Other?
Challenge Details
For this challenge we need you to focus on B2B (Business to Business) customers and creating a modern (B2C) dashboard experience that will help drive thoughts and ideas. We want our customers to be able to “self service” by having all of the available information easy to read and manage.
In this challenge we are looking for design solutions and ideas on how this application could look and work. What should the user see and experience when using this SFDC Communities portal?
About CSA
- Lean more about us: CSA
- We provide enterprise solutions around multi-function devices (printers, scanners, software, apps). So imagine large corporations that need to manage a large fleet of printers, scanners etc.
Branding
- Refer to our website (Brand Reference)
- You can use images, fonts, colors from this reference site
- Screen size: Desktop (1366x768)
Design Problem
We want to provide better account visibility and team collaboration between our customers and CSA's onsite/remote employee's.
Design Goals:
- How should portal features be designed and planned?
- Create a highly engaged user experience (UX) - evoke emotion, appreciation, loyalty
- Ease of use - content needs to be navigable and locatable onsite and offsite
- Information on demand - Near time data access
Portal Design Thoughts:
The "Key Stakeholder" Customer tends to be the CSA customer who has purchased services and is the most focused on current and relevant information. This user will have more permissions than most and will have full access to their account. They are interested in tracking asset trends, costs, order status and overall program progress.
- Overall "My Company/Account Health” Snapshot
- Account management
- Assets owned (assets = multi-function printers, scanners)
- Order status (Implementation status)
- Account team resources
- Contract documentation
- Analytics and metrics (dashboard information around printers, costs)
- Delivery, product and network installation status
- Training (eLearning)
- Relevant and meaningful product and service information
- Allow employees and customers to collaborate (Chatter)
- The ability to manage cases (customer self-support)
- Onboarding (for the first time customer they will need onboarding guidelines and next steps)
- Training Schedule (Internal kickoff, discovery, program development, status huddles)
Make sure to ask questions in the forums for additional clarifications.
Design Concepts
- We will want to make key calls to action super clear and crisp.
- We want to make sure the customer dashboards is super easy and promotes “self service”
- Chatter needs to be integrated in a cool and consistent way where a user can see/track items that need focus (track asset alerts and service issues?)
- Users are returning, repeat customers who know what they want - when they use this application they want to quickly find the content, products etc that they are looking for.
1. Navigation
"As a CSA customer I need the ability to access the major functional components of the application from an easy to use menu so that I can quickly and easily navigate the site"
Important Note: These navigation items are suggestions - the navigation structure is open and can be adjusted based on your thought process around this application.
Navigation Items
My Portfolio
-- Open Orders
-- Assets (Printers and where they are located)
-- Account Reps
-- Personalization
-- Notifications
-- Contact Info
Printers
- Information on the Assets
- Location of the Assets
- Status and service details
Knowledgebase
- Refernce material
- User tips
My Feed (Chatter)
My Service Calls (Chatter)
My Groups (Chatter)
Support
- FAQ’s
- Product Community
- Training (video, articles)
2. Home/Dashboard Interface (key to the user experience)
“As a CSA Customer I need the ability to view “My Company’s snapshot” within the dashboard. I can quickly see important information that is distributed to me or things I can take action on.”
- Program tracking: The ability to quickly see Asset status updates (volume trends, device utilization, scanner or printer usage spikes)
- Number of assets in my portfolio (and asset locations)
- The ability to quickly see open orders
- Service Request/Tickets
- News (topic of the day, engaging course material)
- Important: Chatter Feed (how this will integrate/be used)
- Implementation Status (Progress of an order/service)
- Your CSA solutions / products (See the products/services you’re using)
- View Documents (Contracts and related documents)
3. Asset (Printers, Scanners) Listing
“As a CSA Customer I need the ability to quickly see all the products we own and relevant product information and details"
- Multi-function devices/solutions (devices, software, scanners, apps)
- Printer detail (Printer icon/graphic, Name, Status, Location, Serial Number)
- Very important page to know what is going on with your assets (status, location, service and analytics are important)
- There can eventually be thousands of assets
4. Service Calls
“As a CSA Customer I need the ability to quickly request service and support."
- Fix requests (support issues with products (printer jamming, not working etc)
- Fulfill requests (order more ink, printer supplies etc, training requests)
- Knowledge requests (ability to self-service with articles, videos or asking for help through Chatter)
Fix request example content
-- Service Call Number
-- Subject
-- Status
-- Priority
5. Search
“As a CSA Customer I need the ability to quickly search and find relevant products, orders and FAQ type information.”
- The ability to quickly Search and find relevant knowledgebase information, asset information, program information
- Ability see search results and dive into the search results
- Ability for search to propose solutions
6. Alerts & Notifications
“As a CSA Customer I need the ability to view my alerts & notifications on the dashboard and as part of the activity feed so I can quickly react to relevant information.”
- How will the alert work and display?
- Printers could possible provide alerts and interact with Chatter?
- Where does this help push the integration of Salesforce tools and user experience
7. Other?
What additional feature could be a priority for this user?
- Propose additional concepts
Judging Criteria:
- How well you plan the user experience and capture your ideas visually
- Cleanliness of your graphics and design
Submission and Source Files:
Preview Image
Please create your preview image as one (1) 1920x1080px JPG or PNG file in RGB color mode at 72dpi and place a screenshot of your submission within it.
Submission File
Submit JPG/PNG for your submission files.
Source Files
All original source files of the submitted design. Files should be created in Adobe Photoshop and saved as layered PSD file, or Adobe Illustrator as a layered AI file.
Final Fixes
As part of the final fixes phase you may be asked to modify your graphics (sizes or colors) or modify overall colors. We may ask you to update your design or graphics based on checkpoint feedback.
Please read the challenge specification carefully and watch the forums for any questions or feedback concerning this challenge. It is important that you monitor any updates provided by the client or Studio Admins in the forums. Please post any questions you might have for the client in the forums.