V2 Strategic Advisors

I was the Lead UX Designer and Web Designer throughout the project cycle from requirements gathering to strategy, wireframing, prototype designing, and website development. I also collaborated with key stakeholders to brainstorm ideas and problem-solve.

V2 Strategic Advisors needs to improve client engagement and operational efficiency to maintain its position as a leading Salesforce implementation partner.

1. Empathize

User Interviews: To understand the pain points and client expectations, I conducted interviews and workshops with the leadership and staff at V2 Strategic Advisors. I also surveyed current and past clients to gather insights into their experiences and needs.

2. Define

Based on the empathy stage findings, I formulated a clear problem statement: "V2 Strategic Advisors needs to improve client engagement and operational efficiency to maintain its position as a leading Salesforce implementation partner."

3. Ideate

I generated innovative solutions to address the defined problem. Ideas included implementing a client portal for transparent project tracking, developing personalized client onboarding strategies, and optimizing internal processes with Salesforce.

4. Prototype

I created prototypes for the proposed client portal and onboarding strategies, which were shared with V2 Strategic Advisors for feedback. Their input allowed me to refine the prototypes and develop detailed, functional mock-ups.

5. Test

The prototypes were tested with both V2 Strategic Advisors' clients and their team. This user feedback was instrumental in making iterative improvements. I also tracked the implementation of internal process optimizations to ensure they were effective.

6. Implement

• Client Engagement: The new client portal provided clients with real-time project updates, fostering transparency and trust. Client engagement and satisfaction significantly improved, resulting in a 25% increase in client retention.
• Client Onboarding: The personalized onboarding strategies reduced the time it took for clients to become proficient in using Salesforce. This led to a 20% reduction in onboarding time, and clients reported higher satisfaction with the process.
• Operational Efficiency: The internal process optimizations using Salesforce led to a 30% reduction in administrative tasks and manual data entry. This allowed the team to focus on more value-added activities, improving operational efficiency and project delivery times.

By applying the design thinking process, V2 Strategic Advisors successfully enhanced client engagement and operational efficiency. The implementation of the client portal and personalized onboarding strategies created a more positive client experience and improved retention rates. Internal process optimizations streamlined operations, making the team more productive.

This case study illustrates the power of design thinking principles in addressing client-facing and operational challenges within a Salesforce implementation partner. V2 Strategic Advisors now stands out as a company that not only delivers Salesforce solutions but also excels in client engagement and efficiency, reinforcing its position as a top partner in the industry.