Background

Search is still to this day one of the hardest features to deliver in any product. Years of investment in compute power and service capacity led Salesforce to a place where it could leverage AI to deliver a smarter, more impactful search experience to users.

However, it had to be trusted, relevant, and customizable to customers too. For enterprises, this is hard as no customer wants their data used by other customers to improve their search experience or visa versa.

The team designed both a compelling and safe experience that only leveraged the data in a specific instance of Salesforce and no other leveraging our LLM and AI algorithms per-customer.

Deep LISTENING Research

The data told us that we needed to invest in search and navigation. With initiatives already underway in viewing data and entering it it was clear where our focus was needed.

Design Principles developed with the product and dev teams helped keep teams aligned around a set of shared values and outcomes.

Sketches and wireframes for prototyping taught the team where to focus efforts.

Thinking forward

The work didn’t end with just delivering an exceptional experience over multiple releases but it was also awarded a patent for enterprise search capabilities to the design lead on my team.

We also explored the new phase of designs to push the boundaries of what might be possible in future iterations.