As the tech landscape floods with more users, more devices, and more data, business intelligence becomes increasingly more important for creating context from the large data sets. Join us as we cover strategies you can apply to your own projects and have product leaders at Salesforce and SalesforceIQ share their stories about real experiences put into practice. You will learn how to use data, signals, and context to create a relevant and impactful experience for your customers.

1. How to Add Intelligence to Your
Product Design
​ Thierry Donneau-Golencer
​ Director of Product Management
​ thierry@relateiq.com
​
​ Kyle Haskins
​ Director of User Experience
​ khaskins@salesforce.com
​ @futurephonic
​

2. Our cultural interpretation of intelligent systems is depicted as human-like machines.
What is intelligence?

3. “It is the science and engineering of making intelligent machines,
especially intelligent computer programs. ”
“It passes the Turing test.”
“The study and development of intelligent agents.”
“Software that learns and completes tasks for you.”
What is intelligence?

4. • User Research: identifying key workflows and pain points
• Making Connections and being proactive
• Using Context
• How to Present Intelligence
• Personalization and Customization
• Dealing with the shortcomings of an Intelligent System
• Learning
• What does intelligence mean for your app?
Agenda

5. • Starting with research and defining a persona
• Finding top patterns
• How much to show
• Designing for clarity and setting expectations
• Highlighting the top content
Do your research

6. • Working new leads
• Working opportunities through a sales process
• Researching potential customers and companies
• Meetings and calls
Top Workflows for Sales Reps

7. • “Don’t let me drop the ball”
• Multitasking
• Overload of information and activities
• Deciding what’s most important
• Personal preferences and company requirements
Pain Points for Sales Reps

8. • Connecting different data sources
• Assisting with navigation
• Reducing friction and saving steps
• Being proactive
Making Connections

9. Making Connections
​ SalesforceIQ finds the leads,
contacts, and opportunities in
Salesforce from your Email.
​ By making connections
between the people in your
Email we’ve saved the Sales
Rep steps by not having to
switch apps and lookup these
records.
​ SalesforceIQ

10. Assisting with Navigation
​ By presenting the relevant
records in Salesforce we’ve
helped Sales Reps navigate to
those quickly and complete
their workflow.
​ SalesforceIQ

11. • What is Context?
• Using context for intelligence
• We are in the age of context – Sensors
• Rich Context signals:
• Time of day
• Location
• People and companies
Using Context

12. Example: Using Context
‘Today’ in Salesforce1 presents
different content based on the time
of day and the data in the user’s
calendar.

13. Deciding What to Show
• Interviews with Sales Reps
• Discover top ‘work’ items
• Assistant
• Tasks due today
• New leads
• Opportunities needing
attention

14. • Exploring how to present intelligence
in the new Lightning Experience
Pipeline view
• Calling attention to Intelligent
Content without it getting in the way
• How we explored the presentation of
Intelligence on the new Pipeline
• Using our design principles to guide
decision making
How to Present Intelligence

15. Our Design Principles

16. Iterations of Pipeline Card

17. How to Present Intelligence
• Default to clarity
• Subtle and noticeable

18. • Approach to Precision
• Individuals and companies have
different requirements
• Potential to increase retention and
engagement
• Putting the end user in control and
allowing end users to select content
• Customize when suggestions are
triggered
Personalization and Customization

19. • Intelligent Systems will not always be 100% correct
• Certain apps are a lot more forgiving
• Constrain the domain when possible
• Providing value doesn’t require perfect precision
• Language and presentation matter
Dealing with the Shortcomings of an Intelligent System

20. Example: Dealing with the Shortcomings
Presenting system generated
tasks and clearly labeling as
‘Suggested’ increases tolerance
when some content has a lower
relevance.

21. • Frontier of Intelligent Systems
• Helps to increase precision of Intelligence
• Automatic personalization
• Users will only tolerate a small amount of training
• Gamification and building training into a workflow helps users
train a system
• Rely on implicit feedback
• The more data you can capture on a user the more successful
the system
Learning

22. • How might you research your customer’s needs and pain points?
• Can you make connections between data to simplify a workflow?
• How can you place emphasis on what is most important at that moment?
• How to deal with the shortcomings of the system?
• Can your system learn about each user and improve over time?
What Does it Mean to Design Intelligence into your Product?

23. Thank you

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