Retail Case Study · Salesforce Mobile + Console
Modernizing lead capture and customer central across 800+ retail locations, a unified Salesforce mobile + desktop toolset for front line sales reps and support advisors.
"Provide sales and account advisors simplified, tangible and virtual digital tools to acquire leads and offer product packages for existing B2B and B2C."
HypothesisA modernized sales and support toolset that intuitively flows back and forth between digital and first hand experiences will allow for greater lead generation, conversions and retention.
AT&T Retail, system architecture
Fragmented systems, no unified identity, no cross location data. The goal: a single source of truth across the entire AT&T ecosystem.
User Roles
| Org Setup | Back Office | SF System Admin | Manager View | Onboarding | Lead Capture | Lead Distribution | Sales Qualification | Sales Process |
|---|---|---|---|---|---|---|---|---|
| Role Hierarchy | Add Rep, CinglePoint | Deactivate Rep | All Leads, Store (ATTR) | SSO Auth to SF | Auto Lead Creation, OPUS | Leads to Contact Today | Leads Closed Per Rep | Long Term Leads Mgmt |
| Profile | Add Rep, MyLogin | Profile Management | All Leads, Store (AR) | SSO Auth to OPUS | Auto Lead Creation, SF | Rep Engagement | Lead Enrichment | Lead Reconciliation |
| Permission Sets | Add Rep, Halo | Security / Encryption | Auto Onboard on Store Change | Prepopulate Customer Info | Auto Transfer Reps | Notifications Summary | Auto Sales Reconcile | |
| Sharing | Nightly Batch, Mulesoft | Role Hierarchy | Failed Authentication | Capture Consent EN + ES | Rep Relationship Strength | Notification Pref Mgmt | Lead Conversion | |
| Visibility | Rep Deprovisioning | Sharing Rules | Rep View of Leads | Store Location Distancing | SMS Initiation | |||
| Base Data Model | Mobile App Config | Contact History Report |
AT&T Retail, Salesforce Mobile
Here we have some examples from rough sketches to full fidelity wireframes. For AT&T design process started with executive presentations that showed an illustrative preview, before moving to wires that follow and interactive prototypes. Swipe through to see some of the early examples.
Here we have some examples from rough sketches to high fidelity wireframes. Swipe below to take a look.
A living component library documenting typography, color tokens, iconography, spacing, and reusable patterns, built to maintain consistency across 800+ retail locations and multiple user roles.
AT&T Retail, Salesforce Mobile
This clickable prototype is a peek into the retail application for AT&T built on Salesforce. It’s meant to show both design and architecture in key touchpoints. Click below or in the example itself.
AT&T Retail, Salesforce Mobile
Pilot metrics after IA, design system, and prototype alignment: faster lead progression, fewer one-off builds in the field, and measurable lift where store and area teams adopted the shared Salesforce patterns.
Projected savings
$94Mprogram curve at FY2023 Q2 (illustrative)
Illustrative curve: baseline assumes incremental fixes only; program line assumes milestones for IA lock, component adoption, and pilot hardening.
Completion times
median completion time for priority leads versus fragmented paths
Form completion speed (indexed)
Leads scattered across tools; many never finished. One guided path sped completion and tightened capture.
Adoption stats
AT&T employees from pilot through launch on shared surfaces
Role reach (indexed)
Retail first, then partners and care. Shared IA kept training light while coverage widened.
Conversion rates
stronger close rates after one unified customer journey
Lead-to-customer (indexed)
Handoffs from first touch to close unified; fewer drop-offs once the journey read as one program.
Tech Case Study · Financial Services Portal
A unified Salesforce Experience Cloud portal consolidating onboarding, knowledge, support and governance for 8,500 community banks and credit unions.
"Provide financial institutions with best practices and service support with intuition at greater speeds."
HypothesisA central location to reference industry practices, navigate software and mitigate service issues will better allow financial institutions to service more of their community.
Jack Henry, system architecture
8 disconnected systems, separate logins per tool, no shared record. The goal: one Experience Cloud portal with a unified identity layer.
User Roles
| Case Management | Knowledge Ecosystem | Account & Identity | Asset & Vendor Mgmt | Tools Marketplace | Announcements | Notifications |
|---|---|---|---|---|---|---|
| Create Case Workflow | Knowledge Articles | My Profile | Vendor Accounts | Downloads | Homepage Alerts | Case Update Emails |
| Case List / Table | Product Documentation | Contact Roles | Supported Assets | Performance Reports | Product Announcements | Status Notifications |
| Case Detail | Release Updates | Delegated Admins | Asset Authorization | Security Tools | Outage Notifications | System Alerts |
| Activity Timeline | Training Resources | Access Permissions | Account Mapping | Maintenance Calendar | Event Notifications | User Messaging |
| Case Notifications | Suggested Knowledge ✦ AI | User Contact Info | Asset Permissions | Subscription Mgr | ||
| Case Severity | eBill |
Jack Henry Customer Success, Experience Cloud
Early collaboration with stakeholders shaped the direction from the ground up. These screens trace the journey from initial concepts and rough layouts, through iterative refinements with product and engineering, to the final designs delivered for development. Swipe through to follow the progression.
From early concepts to final delivery, here's how it came together. Swipe through to follow the progression.
A comprehensive component library documenting typography, color tokens, iconography, spacing, and interactive patterns, built to maintain consistency across the agentic portal's operational workflows and user roles.
Jack Henry, Experience Cloud Portal
Agentic led success focused portal. A hifi prototype of the customer account experience. Click below or in the example itself.
Jack Henry, Experience Cloud Portal
Program targets for consolidation, faster paths through cases and knowledge, and governance that scales across thousands of independent institutions, grounded in the same IA and design system as the live prototype.
Projected savings
$118Mprogram curve at FY2025 Q2 (illustrative)
Illustrative curve: baseline keeps fragmented tools; program line tracks consolidation, template reuse, and governance milestones.
Consolidated operational surfaces
primary operational hub
Operational entry points
Experience Cloud absorbed onboarding, cases, knowledge, admin; staff stopped hopping eight systems for day-one tasks.
Reduction in support tickets
knowledge surfaced inline at point of need
Ticket volume (indexed)
Inline knowledge at point of need cut repeats; agents closed common issues without escalating across tools.
Customer loyalty with education
customer loyalty when education leads the journey
Loyalty with education (indexed)
Source: TSIA Customer Education Research; illustrative index versus fragmented onboarding without guided education paths.
Sales Case Study · Partner Portal
A governed Experience Cloud workspace where partner sellers run pipeline, surface relationship health, and align on opportunities, without re-keying data across CRM, email, and legacy tools.
"Partners need one place to run pipeline, prove client value, and see gateway signals, without losing fidelity between insights, lists, and record detail."
HypothesisSSO-first access, executive-grade list chrome, and a shared IA across home, relationship insights, opportunities, and tasks will shorten cycles and keep front-office teams aligned on what matters next.
Deloitte, system architecture
Multiple CRM views, disconnected reporting, and no shared record of relationship health. The goal: one Partner Portal with a single identity layer and consistent navigation from gateway to record detail.
User Roles
| Gateway / SSO | Home | Relationship Insights | Opportunities | Accounts | Contacts & Individuals | My Relationship Gateway |
|---|---|---|---|---|---|---|
| SSO + branded gate | Signature hero + KPI strip | Managed / prioritized bars | List + inline filters | Hierarchy + portfolio | Contact roles + touchpoints | Gateway signals + alerts |
| MFA + session recovery | Carousel + announcements | Charts + RI widgets | Pipeline board + stages | Split view + related lists | Individuals workspace | Cross-account nudges |
| Legal + regional routing | Quick actions rail | Subtabs + saved views | Bulk actions + pagination | Account teams | Leads + conversion | Escalation + handoff |
| Profile picker | Notifications drawer | Drill to record | Opportunity detail tabs | Credit + risk flags | Tasks + activity timeline | Reports hub |
| Delegated access patterns | Search + command palette | Forecast rollups | ||||
| Close plan + next steps |
Deloitte, Partner Experience
Designing the Deloitte Partner Portal meant working closely with partners and internal stakeholders to align on workflows before a single component was built. These screens move from early fidelity layouts to the final designs handed off to engineering. Swipe through to follow the progression.
From partner workshops to final handoff, here's how the portal took shape. Swipe through to follow the progression.
Tokens, typography, components, and data viz patterns extracted from the Partner Portal prototype, documented for consistent builds across opportunities, relationships, and reporting.
Deloitte, Partner Experience
An interactive prototype of a Deloitte workspace where partners start their journey, onboard, surface relationship insights, manage opportunities, configure accounts, and other gateway signals. This prototype is a part of the initial MVP. Click below or around the prototype screen.
Deloitte, Partner Experience
Outcomes tied to the Partner Portal MVP: broader partner coverage in one workspace, fewer tool hops between CRM and legacy systems, and faster prep for pipeline and relationship reviews.
Projected savings
$72Mprogram curve at FY2024 Q2 (illustrative)
Illustrative curve: baseline reflects incremental UI tweaks; program line assumes IA lock, Experience Cloud patterns, and pilot hardening across partner teams.
Partner adoption depth
partners in governed workspace
Adoption depth (indexed)
One Experience Cloud hub replaced scattered email and spreadsheets for partner health and opportunities at scale.
Adoption rates
portal usage up after a long flat plateau
Portal usage (indexed)
One governed portal became default; usage rose when cases, knowledge, and tools shared one navigation model.
Partner program signup completion
completion rates and submissions on gated flows
Signup completion (indexed)
Aligned steps, progress saves, and IA-consistent validation reduced drop-off on partner enrollments versus fragmented email handoffs.
How I Work
01 / Discover
I run workshops, interviews, and live tool walkthroughs with retail, financial operations, and partner sales teams so pain points are clear before design begins.
02 / Define
I map information architecture and user flows with product and engineering so tradeoffs stay visible, shaping navigation and the impact stories tied to each prototype.
03 / Design
I translate design system tokens and components into high fidelity Salesforce, Jack Henry, and Deloitte prototypes so teams validate real flows instead of static decks.
04 / Deliver
I deliver specs, behavior notes, and engineering checkpoints through build, with impact views that use before and after markers and projections while production metrics are still catching up.
