Are you a Salesforce architect who has great technical knowledge of the Salesforce platform and have been a leader in providing exciting solutions to customers? How would you like to add an additional weapon to your arsenal and explore how designing solutions with user/customer expereince and human beings at the centre of it. If you are planning to appear for Salesforce CTA exam or even being a great architect and a consultant, this session provides some important tips and approach to achieve the same. “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”, Maya Angelou

1. Human Centered Design(HCD) and architecting
Solutions that stand the test of time
Prague, May 26th, 2023

2. OUR SPONSORS

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Customer Transformation Partner
Salesforce Certified Technical Architect (CTA)
Chartered Management Consultant(MCMI ChMC)
Customer Success Advisory and Consulting leader;
with a over a decade and a half's experience in
customer experience driven human-centred
transformation, pre-sales, solution consulting and
implementation across multiple clouds.
Pradeep Indiresh

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Why are we here today?
How technology connects human experiences?
Importance of incorporating HCD
What is HCD?
Why HCD?
Application to SF Architecture
Some real life examples
Relevance to being a great consultant, architect or CTA
Closing comments
Agenda

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Why are we here today?
Salesforce Architecture Human Experiences

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What are Human Experiences?

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Technology impact on Human
experiences

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Importance of HCD
Success Program Delivery Success User Experience

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What is HCD?
Empathy Root Cause
Components
of parts
Iterate

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Why HCD?
Problem
Solvers
Happy
customer
good business
Pain to gain
Value
Orchestration

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HCD ISO Standard
Usability principles To the Employees To the Business To the
Customer/Consumer
Effectiveness Being able to complete
tasks accurately with
minimal error
Improve accuracy of the
work effort
Increase confidence in the
brand
Efficiency Being able to complete
tasks with minimal effort
Increase number of
transactions
Feel valued as the
company respects my time
Satisfaction Enjoyable to use, increase
trust in employer
Increase employee
satisfaction and less
attrition
Positive perception of the
brand through its
employees

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Architecture Mindset
Solution thinking/Doing
Exploratory thinking/Doing

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Salesforce Context – Example 1
Requirement: A professional or consumer should be able to search for a person or organization in their city or state
who can provide the advice they are seeking
Before
After

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Salesforce Context – Example 2
Requirement: A customer should be able to view all Invoices related to their contract
Before After

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How it helps be a consultant, architect or CTA
Understand Design
Solution Present

16. You’ve got to start with the
customer experience, and work
back toward the technology –
not the other way round.”
Steve Jobs, The man who changed the definition of user experience

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Take a moment to reflect on your last
project delivery. Was it a successful
deployment or did it deliver a
successful user experience? Why?

18. Thank you