From legacy to Lightning, reimagining the enterprise experience.
SALESFORCE • AI • UX/UI DESIGN
Redesigning a complex B2B platform from Salesforce Classic to Lightning, with new search and chatbot experiences that simplify how users find information and get support.
Client
Under NDA
Industry
Healthcare & Life Sciences
Role
UX/UI Designer
Year
2023
About the project
From a platform migration to a complete experience redesign.
The client wanted to migrate their highly customised internal B2B platform from Salesforce Classic to Salesforce Lightning Experience. Rather than simply replicating the existing experience, the migration created an opportunity to rethink how users navigated the platform, found information and accessed support.
The redesign focused on two key experiences:
Search
A unified search experience allowing users to search across multiple lines of business and quickly narrow results by content type, including previous orders, articles, support requests, products, and media content.
Chatbot
A contextual chatbot providing support across the platform, with the ability to resolve requests using knowledge content or hand over to a live agent when needed.
Moving to Lightning wasn't simply a technical migration. The challenge was to translate existing business requirements into a simpler, more intuitive experience, while working within the constraints of Salesforce Lightning and its underlying technology.
How might we modernise a complex enterprise platform without losing the functionality users rely on?
01 Search
A new search experience allowed users to find specific lines of business and products, alongside related information and previous orders.
The experience integrated an AWS Search component into Salesforce, with results retrieved automatically based on the user's input and filters available for more targeted searches.
The challenge was making a large and varied amount of information feel easy to navigate. I focused on giving users a clear overview of the results first, while allowing them to progressively narrow their search through filters and different content types.
Understanding the problem
Workshops and interviews helped uncover user needs, business requirements and the complexity behind the search experience.
Shapping the experience
I translated those insights into the search flows, interaction patterns and high-fidelity prototypes, iterating based on user feedback.
Making it real
I worked closely with Salesforce developers and engineers throughout the process, balancing the ideal experience with what was technically feasible.
02 Chatbot
The chatbot was available throughout the internal B2B portal, giving users a way to get support without leaving their current workflow. Built using Salesforce Einstein Bots and Embedded Service, it could use knowledge articles to respond to user intent, guide users through support requests and connect them with a live agent when needed.
Working within Salesforce's chatbot framework meant designing around the platform's capabilities and constraints, while still creating a seamless experience across different conversation scenarios.
The challenge was finding the right balance between self-service and human support — making the chatbot useful when it could help, while creating a clear path forward when it couldn't.
The bot resolves the request
The user starts a conversation and is presented with relevant options to help them get started. When they select “Product Support”, the chatbot matches their selection with relevant knowledge content and provides a step-by-step solution.
The bot can’t always help
When the chatbot can’t fully resolve the user’s request, they ask to speak with a live agent. If an agent is available, the conversation is transferred so the user can continue getting support without having to start over.
No agent available
If there isn’t an agent available, the chatbot collects the user’s contact information and explains the support team will follow up. In this scenario a support request is created in Salesforce.
AI-assisted,
human-supported.
The chatbot wasn't designed to replace human support.
It was designed to make getting support easier, whether the answer came from the bot, a live agent or a follow-up.
The Result & Impact
The migration transformed a highly customised Salesforce Classic platform into a redesigned Lightning experience, introducing new ways for users to search, find relevant content and access support.
Validated Usability
Achieved 100% task completion rate during high-fidelity prototype testing for complex search flows, reducing average tasks time compared to the legacy Salesforce Classic interface.
Streamlined Self-Service
Simplified user support paths during testing, enabling participants to locate help articles in fewer steps without relying on manual agent routing.
Efficient SLDS Delivery
Handed off high-fidelity screens built with native Salesforce Lightning Design Systems components, ensuring technical feasibility and minimizing custom development effort.
Next project
Designing beyond the storefront, creating a custom B2B experience.
Headless B2B is a Salesforce-powered commerce proof of concept exploring a more flexible approach to B2B storefronts. It combines Salesforce commerce capabilities with a fully custom frontend, giving businesses greater freedom to shape, brand and tailor the customer experience while keeping the commerce technology behind the scenes.