Role: Product Designer
Creative Direction: Salesforce Inbox Design Team

The concept of the Inbox Now feature originally stemmed from a mobile research initiative conducted in 2017 focused on usage and perception of the Salesforce Mobile App. The intiative specifically targeted sales reps to understand the top mobile needs and opportunities for them.

Utilizing a mix of qualitative data and user feedback, we identified key pain points that on-the-go sales reps were facing.

Difficult to find relevant information

Unreliable performance

Duplicative effort in common tasks

Difficult to input content quickly

How might we help sales reps work more efficiently, so they can better focus on their clients and close deals faster? 

Understanding our user’s pain points allowed us to identify key opportunities and the value that a more efficient experience could provide.

Cut down on administrative work with automation and streamlining repetitive tasks

Assist reps with their time and client interactions with context-aware alerts & suggestions

Make managing & accessing specific information more efficient

We then focused on defining key scenarios throughout the course of a day for a sales rep. These “mobile moments” were specific to when they are out in the field and using their phone the most.

Based on the key use cases from the defined mobile moments, we started to establish the basis of the foundational experience. The 4 main areas of this foundational experience consisted of:

• the Inbox Now Hub
• the Record Overview
• Salesforce Notes Support
• the Meeting Wrap-Up

The Inbox Now Hub provides an aggregated overview of the user’s day and most important communications. As a sales rep’s day and tasks revolve around their calendar, the Hub focuses the user on their current upcoming events and provides a set of main quick actions that are pertinent to preparing for that next meeting.  Additionally, the Insight Feed acts as the rep’s priority feed – pulling the most pressing information across email, calendar, tasks, and contacts – to work through throughout the day.

Inbox Now Hub

One of the main priorities of this new experience is to provide easy access to relevant CRM information that sales reps need. The Record Overview experience provides a focused, concise view of a Salesforce record that a sales rep has easy access to in relation to their calendar event. The view groups key information such as related notes and sales activity together, while formatted to be quick and easy to digest.

Record Overview

Customer interactions are at the heart of the history of a deal. It is imperative that a sales rep document what’s been discussed with customers – not only to remember key details, but to also log next steps for him/her and their team. Bringing Salesforce note creation and logging to the Inbox Mobile App addresses one of the key repetitive tasks that a sales rep lives by.

All reps want to keep a deal moving forward. Upon the conclusion of a meeting, the Meeting Wrap-Up experience consists of a timely, actionable insight that serves as the entry-point to critical follow-up flows. We streamlined these follow-up event flows with auto populated fields & surfacing suggested record relation, making them quick and easy for reps to complete on the go.

Note Creation & Logging

Meeting Wrap-Up: Wrap-Up Insight & Event Creation

In addition to the foundational experience features, we also revamped our onboarding experience to highlight the new Inbox Now experience.

Onboarding - Value Prop Walkthrough

Onboarding - Feature Pop-Over