VEGA Salesforce

Client large account Salesforce CRM production deployment journey

Company

EDF

Date

2023-2024

Methodologies

Double Diamond UX

Agile SAFe

Langages

LWC

Project Context

Combining ease of use with Salesforce standard compliance. On the Vega CRM, developed on Salesforce, this journey allows client sites to be registered, and then their commissioning and billing to be initiated. The process previously relied on a complex and insecure Excel file, which had to be handled manually, as well as a multi-step journey not essential for task completion.

Objectives

Replace the Excel file-based process with forms and tables adapted to user needs.
Reduce journey steps to gain efficiency and increase client satisfaction.
Offer clear and intuitive guidance for all user profiles with adapted journeys based on site entry modality (single site, multi-site).

Project Lifecycle

Project and business stakes framing.
Project scope and cost evaluation.
Ergonomic audit and results presentation.
User interviews, analysis, and results presentation.
Co-creation workshops with the project team.
Creation of wireframes and zoning, considering Salesforce standard requirements.
UI realization of the journey in D Lightning V1.
Validation workshops with the responsible Salesforce technical team.
RGAA Design and content accessibility diagnostics.
User testing to validate the POC.
Journey delivery, graphical review, and RGAA development diagnostics.

Expertise Employed

UX research
Co-creation workshops
UX Design
UI Design
Advanced Prototyping
Delivery for development
Graphical review
Accessibility diagnostics

Tools

Figma
Figjam
Klaxoon
Jira
Microsoft Office

Results

After redesigning the journey on the VEGA CRM (Salesforce), which allows client sites to be registered and commissioning and billing to be launched via forms and tables:

+3 projects won directly thanks to this new journey, highlighting a positive impact on the conversion of the VEGA team in charge.
+25% of commissioning and billing completed in one year, thanks to the elimination of technical and manual constraints of the old Excel-based journey.
The process was fully integrated into Salesforce, eliminating the use of Excel: this reduced risks, simplified workflows, and improved efficiency, in line with benefits observed in similar migrations where the elimination of manual processes accelerated operational performance.