Salesforce Plug-In
A redesign of Salesforce to optimize seller flows at Kimberly-Clark
Type: UX Design Internship Project
Timeline: May 2022 - Aug 2022
Mentor: Wafa Khan
Role: UX Researcher & Designer
My Internship at Kimberly-Clark
Despite being a multinational corporation, Kimberly-Clark had a small UX team of roughly 16 designers and researchers spread across the globe. As a result, I had the opportunity to take charge of several UX projects over the course of my internship and gain experience across all phases of the research/design process. The Salesforce Redesign was my longest project, but scroll to the bottom to view some of the others!
The Project Scope
Salesforce Plug-In: Optimizing Seller Flows
Salesforce is a Customer Relationship Management platform that the Business Development Representatives and Sales Development Representatives use on a daily basis to manage potential sales. They use Salesforce to manage leads, communicate with customers, record notes, and pass information to each other.
Improve Salesforce to help sellers better manage sales leads.
An assessment of the current Salesforce platform revealed issues related to the information architecture and lack of automation that have led to inefficiencies within seller flows. We were tasked with redesigning some of the most used pages in Salesforce (i.e. Home, Leads, Accounts, Contacts, Opportunities) to reduce seller pain points and increase efficiency. For the sake of your time, I’ll focus primarily on the Lead pages, since the format of the other pages are closely related.
Original Lead List Page
Original Lead Detail Page
Picking Up the Project
The Salesforce Redesign project, led by my mentor, Wafa Khan, had been going for several months before I joined the team. At the time I joined, they had completed user research and established some initial wireframes. My contribution to the project included conducting usability testing on the wireframes, analyzing feedback, iterating upon the wireframes, and polishing them into a high fidelity prototype.
Remote Usability Testing
Gathering Feedback
Using the UserTesting platform, we set up 6 moderated usability tests with the SDRs and BDRs at Kimberly Clark in order to gather detailed feedback on the wireframe prototype. During the tests, we prompted the users to visit each page and complete basic tasks, asking for feedback on the flow, layout, and information architecture (in accessible language, of course). Lastly, we carefully reviewed each recording and pulled quotes that described likes, dislikes, suggestions, and points of confusion about each page.
Pros (+)
  • evaluate whether initial pain points have been resolved while detecting newly appearing frustrations or points of confusion
  • validate design impact & communicate to business
  • assess reactions & emotional responses
  • video recording & transcript allows us to revisit and analyze feedback
  • asynchronous nature makes for easier scheduling
  • absence of moderator may lead to less biasing & more consistency in data collection
Cons (-)
  • lack of color & iconography in wireframe may cause some confusion
  • absence of moderators could lead to prototype errors & doesn’t allow for question probing
  • knowledge of video recording could influence responses of participants
Affinity Wall
Analyzing Feedback
Using the feedback, we organized the quotes into an affinity wall, so we could more easily visualize and make sense of our data. By building the affinity wall from the bottom up, we were able to make connections across users to highlight the most prevalent issues associated with each page.
Users were generally excited about the new organization of information, but they felt some areas of the wireframes were confusing or unecessary.
After summarizing the usability issues on each page, we continued to iterate on the wireframes to generate solutions to each of the uncovered pain points.
Lead List Page
Wireframe Pain Points
The Lead List Page allows sellers to view an overview of their leads. On this page, sellers can see, compare, filter, and sort the status, priority, and essential information about each of their leads.
Lead List Page
High Fidelity
Lead Detail Page
Wireframe Pain Points
The Lead Detail Page allows sellers to view a specific lead’s information and engagement. On this page, SDRs can directly communicate with the lead contacts through email or phone calls, pass on leads to BDRs, and ultimately convert the lead.
Lead Detail Page
High Fidelity
High Fidelity
A Polished Prototype & Next Steps
Just as my internship was reaching its end, a developer joined the Salesforce effort, so we cleaned up the prototype & began preparing the Figma file for handoff. Engineering came back to us with some implementation limitations, so the prototype had to be scaled down for the MVP.

If we had more time, I would have liked to conduct another round of user testing with the high fidelity version to evaluate the effectiveness of our design solutions.
What I Learned
I’m surprised at the amount I was able to learn and grow through this internship experience. Not only did I learn to leverage new tools like FullStory for data analytics, UserTesting for interviews, and TeleportHQ for handoff, but I also learned how to use familiar tools like Figma to their full capabilities. Now, I have confidence working in complex design systems, using design tokens, and building flexible components.

Beyond that, I was able to explore the research and design process at a professional level, diving deeper into heuristic evaluations, affinity mapping, and prototyping. And while I learned a great amount, I know there’s so much more to explore. So I’m excited to see what else I pick up during my Master’s of HCI!
Additional Internship Projects
Improving User Navigation & Conversion Rates
Poise Redesign
  • Conducted user research, competitive analysis, and a detailed heuristic evaluation of the existing site
  • Analyzed quantitative data on user interactions using FullStory
  • Created a suggested improved information architecture to improve site navigation and product finding
  • Developed an Image Library and updated the Poise design system
  • Communicated with the Brand Team with regards to the UX Process and projected timeline for the website redesign
Helping New Parents Understand Newborn Poop
Huggies Poop Scanner
  • Created a High Fidelity Mobile & Desktop prototype of the tool for Huggies AU
  • Integrated components with the Huggies AU Design System
  • Met with the Innovation team to understand their software limitations & receive feedback on the designs
  • Studied TeleportHQ as a potential tool for designers to handoff designs and generate code for developers
Creating a Presentation Tool for Data Analytics
FullStory Research Template
  • Learned how to fully leverage FullStory to uncover insights on user interactions
  • Evaluated useful analytics to contribute to the improvement & design of K-C sites
  • Helped configure FullStory dashboards to collect data of interest
  • Created a prototyped template for user researchers to input data, summaries, and insights to present to designers and business stakeholders