SFDC Renewals AI Support-C360,O360

Problem

Renewals teams struggled with delayed access to critical customer data, which was fragmented across multiple disparate systems. This information gap caused significant workflow inefficiencies, high cognitive overload, and delayed customer response times, ultimately impacting overall business productivity and revenue opportunities.

To transform fragmented customer insights into an intuitive, unified experience by designing an AI-powered conversational assistant integrated with a data-driven dashboard, significantly accelerating information accessibility and streamlining the renewals workflow.

Led end-to-end UX design from concept to final delivery.
Collaborated cross-functionally with PMs, Engineering, and Business stakeholders to align product strategy.
Conducted user interviews and synthesized research data into actionable design solutions.
Designed high-fidelity prototypes and validated usability through iterative testing.

Time Savings: By eliminating the need to search multiple sources for customer information, users save 20% of their valuable time.
Improved User Experience: Users receive customer information directly without needing to "hunt" for it. By reducing the workflow by at least 7 steps, the design ensures a seamless, frictionless, and highly efficient user experience.
Reduced Cognitive Overload: Consolidating insights into a single view eliminates the need to manage 3+ separate tools, substantially reducing mental fatigue and supporting better decision-making.
Enhanced Efficiency: Streamlined access to information supports faster response times and improved customer interactions.
Increased Productivity and Focus: Freed from administrative burdens, users can concentrate more on activities that drive revenue growth, such as increasing Annual Recurring Revenue (ARR).
Consolidated Access: Users do not have to switch between multiple tools to gather customer data, which simplifies their tasks and reduces complexity.

Final: Refined through multiple user interviews and internal/external stakeholder feedback

Empowering Users via Proactive AI Prompting: Conducting deep-dive user interviews allowed me to uncover latent user needs and translate them into actionable, context-aware AI prompt suggestions. This proactive approach bridged the gap between raw AI capabilities and practical user workflows, ensuring the assistant delivered immediate, high-value assistance.
Driving a Unified AI Experience: Designing the Renewals AI Support console highlighted the critical need for systemic consistency. Moving forward, integrating these insights with the Sales AI Assistant and other customer-facing consoles will be essential to delivering a seamless, cohesive, and scalable AI experience across the entire enterprise ecosystem.