PUBLISHED DATE: 2025-08-14 15:40:41

Salesforce Experience Design Playbook

A Three-Step Experience Design Process for Rapid Digital Transformation

Many organizations today recognize the need for robust digital solutions, such as a partner portal or a customer data platform. However, successful digital transformation is not just about implementing technology—it’s about ensuring adoption and delivering meaningful experiences.

"Half of all failures are due to lack of adoption."
— Business Reporter, 2022

"70% of digital transformations fall short of their objectives, often with profound consequences."

There are two primary approaches to digital transformation:

Publicis Sapient has partnered with hundreds of companies worldwide to design and implement Salesforce solutions that deliver exceptional experiences and drive growth.

A Sampling of Salesforce Ingredients to Choose From:

But besides ingredients, you’ll need a recipe. Avoid common pitfalls by focusing on experience-led design and leveraging proven processes.

The Art of the Possible

Our Credentials:

Greater business impact as measured by KPIs, de-risked delivery, and increased adoption.

Your Three-Step Process for Exceptional Experiences

The Publicis Sapient three-step Salesforce Experience Design offering is crafted to remove complexity, reduce waste, and deliver outstanding customer and employee experiences:

  1. Step 1: Envision the Salesforce experience in a half-day workshop
  2. Step 2: Plan it and prove it fast—quick wins or minimum viable product (MVP) within months
  3. Step 3: Build, iterate, and scale with a Digital Product Factory

Timeline: Approximately two weeks

Case Study: Leading Logistics Company

A logistics company sought to harmonize multiple data sources, unify contact profiles, segment contacts, and leverage insights and analytics. The project was structured as follows:

Feature Categories Value Levers Sum of Total Capabilities MVP (16 wks) Priority 1 Priority 2 Priority 3 Priority 4
1. Harmonization of multiple data sources Growing the contact base 2 4 3 2 1
2. Contacts unified profile Engaging and converting customers 5 9 10 9 9
3. Segmentation and contact profiles Retaining customers 5 10 6 7 6
4. Insights and analytics Maximizing share of wallet 1 2 2 4 2
5. Focus invitations to events
6. Next-best action Data governance 2 3 2 3 2

Outcome:

Use Value Pools to Prioritize Use Cases by Business Value

An effective roadmap prioritizes new experiences based on business value. Here’s the process:

  1. Identify experience gaps (e.g., frustration during the returns experience)
  2. Assign value to the gap—"high," "medium," "low," or a specific dollar value for revenue gains or cost savings
  3. Organize related experience gaps into a value pool. A value pool represents a specific customer or employee pain point you intend to alleviate, along with the associated economic benefit. Value pools typically share common elements, such as requiring a specific Salesforce tool, catering to a particular user type, or involving varying levels of complexity. For example, a retailer’s value pools might include optimizing the returns process, implementing online orders for in-store pickup, or enabling conversational commerce via WhatsApp.
  4. Define the value stream—the specific activities users will undertake during their journey

Goals and Metrics

Start and End Points

Map Process Steps

Current State

Evaluation

Future State

Prioritize

Implementation Plan

To deliver superior services to top-tier clients by using data to pinpoint service gaps, sales and service opportunities, and opportunities to forge new relationships through meaningful interactions at the right time and through the right channel.

Your Team—As Agile as Your Business

Sample Team Structure

Team Responsibilities & Cadence Roles
STEERING - Accountable for highest level of decision-making
- Ownership of strategic technical direction
- Monthly meeting cadence
- Invited to demo ceremonies		 Business Sponsor, Engagement Lead, Change Manager, Project Manager, Marketing/ERP Lead, Technology Lead, Engineering Lead
PROGRAM - Responsible for program vision
- Program level and fiscal oversight
- Overall support and main point of escalation
- Weekly meeting cadence
- Invited to demo ceremonies		 Project Manager, Program Strategist, Experience Consultant, SF Solution Architect, Technology Architect, Engineering Lead, Analyst/Associate
SALESFORCE PODS - Refine the backlog
- Sprint plan
- Align on 'Ready' and 'Done'
- Align on story points
- Complete work & review work
- Retrospectives
- Close sprint		 Salesforce Pod 1: SF Core Developer, Data Engineer, Data Architect, QA
Salesforce Pod 2: Analytics Lead, Analytics Specialist, Data Engineer, QA
Integrations & Data Pod: Integration Developer, Integration Architect, Data Engineer, QA

More Value with Each Agile Sprint

Close collaboration with your stakeholders is key. Regular reviews and assessments ensure alignment and continuous improvement:

Quarterly Business Review

Semi-Annual Technology Health Assessment

Real-World Performance Gains from the Digital Product Factory

Contact Us

garry.moore@publicissapient.com

About Publicis Sapient

[Company overview and credentials, omitted for brevity.]

This playbook is designed to help organizations achieve rapid, effective digital transformation by focusing on experience-led design, agile delivery, and measurable business value.