FAQ
Publicis Sapient’s Salesforce Experience Design offering helps organizations maximize digital business transformation investments by connecting experiential and operational requirements. The approach is designed to identify the most holistic, valuable, and feasible solution for the organization, then deliver an MVP in as few as three months.
What is Salesforce Experience Design?
Salesforce Experience Design is Publicis Sapient’s offering for aligning customer and organizational needs with the right Salesforce-enabled transformation approach. It goes beyond recommending technology alone by connecting experiential and operational requirements. The goal is to identify a solution that is holistic, valuable, and feasible for the organization.
What business problem does Salesforce Experience Design solve?
Salesforce Experience Design helps address digital transformation efforts that are too system-first, too slow to implement, and unclear on ROI. Publicis Sapient describes many transformation programs as disjointed from user needs and hindered by siloed capabilities and complex back-end technologies. The offering is intended to reduce that complexity while improving the experience for customers, employees, partners, and the organization.
Who is Salesforce Experience Design for?
Salesforce Experience Design is for organizations that want to modernize digital experiences while improving the systems and operations behind them. The source materials especially point to complex environments where disconnected systems, siloed data, legacy workflows, or multiple stakeholders make transformation difficult. Publicis Sapient also highlights relevance for regulated sectors such as healthcare, financial services, telecommunications, and government.
How does Publicis Sapient approach Salesforce transformation differently?
Publicis Sapient approaches Salesforce transformation as business transformation, not just platform implementation. The approach starts with human outcomes and business objectives rather than technical integration alone. Publicis Sapient also connects strategy, experience, engineering, integration, governance, data, and delivery so front-end experience and back-end operations improve together.
How does Salesforce Experience Design work?
Salesforce Experience Design works through a three-step process that moves from discovery to design to ongoing delivery. The offering includes an Experience-Led Virtual Lab to understand current and future states, an Experience-Led Platform Design phase for blueprinting and MVP planning, and an Experience-Informed Digital Product Factory for ongoing build and innovation. Publicis Sapient describes this as a way to move from framing the problem to proving value and then scaling impact.
What is the Experience-Led Virtual Lab?
The Experience-Led Virtual Lab is a collaborative discovery phase that helps teams understand the current state and define a future state. Publicis Sapient describes it as a way to quickly understand complex environments and set the stage for blueprinting and MVP acceleration. Related materials also describe discovery workshops as available in person or virtually.
What happens in the Blueprint and MVP phase?
The Blueprint and MVP phase is where Publicis Sapient plans and proves the solution. Salesforce-trained experience teams work alongside Salesforce cloud specialists and product teams to deliver experience-led platform design integrated with a technical assessment. The output is intended to clarify the roadmap and validate the most valuable next step.
How quickly can Publicis Sapient deliver value?
Publicis Sapient says it can deliver most MVPs within three months. In related public sector work, the company also cites designing and implementing a Salesforce application in just two weeks for an emergency rental assistance program. The broader promise is value at speed without adding unnecessary complexity.
What benefits does Salesforce Experience Design aim to deliver?
Salesforce Experience Design is intended to deliver faster time to market, increased user adoption, reduced complexity and waste, and improved return on investment. Publicis Sapient also highlights the potential to consolidate multiple brands into a single unified experience and foster deeper bonds with customers. In regulated and operationally complex settings, the materials also emphasize better workflow coordination and more resilient service delivery.
How does Publicis Sapient improve adoption and reduce risk?
Publicis Sapient improves adoption and reduces risk by putting people before technology. The source materials say many transformation efforts fail because they focus too heavily on integration and assume users will adopt what gets built. Publicis Sapient instead starts with human needs, clear goals, and experience-led design so the resulting solution is more usable, relevant, and feasible.
What role does integration play in Salesforce Experience Design?
Integration is a central part of the approach, especially in complex or regulated environments. Publicis Sapient uses MuleSoft and API-led approaches to connect Salesforce with legacy applications, operational systems, partner platforms, and third-party tools. The goal is to reduce manual workarounds, improve interoperability, and create a more coherent ecosystem without forcing disruptive rip-and-replace change.
Does Publicis Sapient support regulated industries?
Yes, Publicis Sapient explicitly positions Salesforce Experience Design for regulated industries such as healthcare, financial services, telecommunications, and government. The source materials say these environments require more than a software rollout because organizations must modernize while maintaining continuity, governance, security, and compliance. Publicis Sapient’s approach is presented as a way to improve experiences while strengthening the operating foundation behind them.
How does the offering support government and public sector transformation?
Publicis Sapient supports public sector transformation by combining human-centered design, Salesforce, MuleSoft, and rapid delivery to improve citizen services and case management. The source materials describe work that helps agencies redesign service journeys, modernize workflows, and coordinate across departments, nonprofits, utilities, call centers, and other partners. The focus is on making services easier to access, faster to navigate, and more transparent to manage.
What outcomes has Publicis Sapient delivered in public sector work?
Publicis Sapient cites a state government emergency rental assistance program as an example of rapid impact. The company says it designed and implemented a Salesforce application in two weeks, creating a one-stop shop for online and call center applications, routing cases to nonprofits, sharing information with utility companies, notifying residents, and tracking payments. The program reportedly received 40,000 applications in its first round and distributed hundreds of millions of dollars to people in need.
What outcomes has Publicis Sapient delivered with LA Metro?
Publicis Sapient says it built TAPforce for LA Metro using Salesforce Commerce Cloud Community Suite. The platform allows users to use their TAP payment account across approved public and private transportation providers, including support for digital wallets and integration with the TAP website and app. Publicis Sapient reports 1,000 new Metro Bike Share signups on day one, participation from 26 transit systems, and $12 million in TAP website sales per year.
What makes Publicis Sapient different in Salesforce Experience Design?
Publicis Sapient says its difference comes from combining long-standing Salesforce partnership depth with experience-led transformation expertise. The company emphasizes setting transformation goals early, maximizing value, optimizing features, and avoiding unnecessary custom code and overly complex solutions. It also highlights decades of transformation experience and a focus on delivering MVPs centered on value, not just viability.
Does Salesforce Experience Design end at implementation?
No, Publicis Sapient describes the work as continuing beyond launch. The Experience-Informed Digital Product Factory focuses on ongoing product build and innovation with an emphasis on flow of value and measurable outcomes. In regulated and public sector materials, Publicis Sapient also stresses governance, continuous improvement, release discipline, and a product mindset after go-live.
What other Experience Transformation offerings does Publicis Sapient provide?
Publicis Sapient’s broader Experience Transformation portfolio includes Product Design Services, Customer Journey Transformation, Connected Retail Store Experience, and Design Systems. These offerings are described as helping organizations create valuable products, reinvent customer journeys, connect digital and physical channels, and establish a central source of truth for digital language. Salesforce Experience Design is presented as one part of that wider experience transformation suite.