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Lightning Search

Global search in Salesforce is the most efficient way for customers to find data in Salesforce and is the most-used feature on our platform.

Role

Principal UX Designer

Contributions

UX Design, UI Design, Moderated Usability Testing, Design System Documentation

Team

4 Teams, 3 Product Managers, 24 Engineers, 1 Designer, .5 User Researchers, 2 Doc Writers

Project Overview

Lightning is our new CRM product that supports customers in healthcare, technology, manufacturing, energy, finance, athletics, and more. They use Salesforce to run their businesses by maintaining customer relationships, managing their sales pipeline, providing direct customer support, creating articles for their Knowledge Base, managing and training employees, and more.

I work with product managers across the Sales, Service, and Community Clouds to understand user needs and support business goals by creating a scalable, usable and accessible search experience for our customers.

Problem Statement

Efficiency and productivity are the most important factors for our customers, and search is a key tool that users turn to so they can find information and take action quickly. Many kinds of records are used across job roles, and common problems users face are similarly named records, duplicate information, misspelled queries, using multiple data repositories, and needing enough information to disambiguate results.

Goals

Search Principles

Intelligence
Understand my context, who I am, and what's relevant to how I work. Predict the infomation I need and help me search less while still finding everything I need to be successful.
Efficiency
Allow me to work quickly and find information in an experience optmized for my workflow. Reduce the time to complete tasks in a clear and friendly UI.
Productivity
Allow me to do more. Let me stay in a single environment and find the results that I need from any data source in a seamless federated experience.

Personas & Use Cases

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Sales Cloud Deal Closer

Activities

Logging calls, email and notes, entering new Leads & Opportunities, updating existing Accounts, Opportunities & Contacts.

Salesforce Strengths

Staying organized, ease of use

Working Style

With customers ~60%, Remote ~40%

As a Deal Closer, I need to quickly find my Accounts, Contacts, Files and Opportunities, so that I can prep for meetings, update records and log calls, email and notes.

Learn more about Sales Cloud personas on Trailhead.

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Service Cloud Case Solver

Activities

Troubleshooting customer issues, updating existing customer records, logging activities

Education Level

~65% college degree or some college, 22% graduate degree or some graduate school

Work Experience

42% 10+ years, 21% 6-10 years, 21% 3-5 years, 16% 0-2 years

As a Case Solver, I need to find Cases, Articles and Files so that I can provide direct support to customers and solve escalated Cases.

Learn more about Service Cloud personas on Trailhead.

Product Designs & Interactions

Default State

Search is available globally throughout the app, prominently displayed in the header.

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Placeholder Text

Placeholder text is contextual and gives the users hints about how to use search most effectively. It can be used for Community branding, new feature discovery and to educate a user about what they can search. For example, when an Admin is using Setup, the placeholder text reads "Search Setup", or, when a user is on a feed or list of information, the placeholder reads "Search this list...".

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Recent Browsing History

When search is focused, the user finds records and apps from their recent browsing history. Recent items are chosen about a quarter of the time when the user searches.

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Instant Results

When a user is looking for a record outside of their recent history, instant results from the entities they use most frequently are returned from the server, making results deflection increase to about half of searches.

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Relevant Results

Customers can have up to 2,000 entities that are searchable. To optimize for the most relevant results we focus on the user's most frequently used record types and present them in an intelligent order. When you search for "Elaine", you'll see people at the top of your results, and when you search for "Vandelay Industries", you'll find companies.

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Performant Design

Our clickrank for our most used record types is high, and our ranking for entity prediction is always learning and improving so, to find the right result, most users don't even have to scroll. To ensure that the experience is performant, we load the first three object's results first so that you find the most relevant results in under a second, then load more if you need to scroll.

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Powerful Features

Sometimes, searches can return a lot of information. For global companies, a search for a company name might return hundreds of results. And if you're looking for a file and can't remember many details - good luck. That's why we launched search filters, which allow users to filter on the most important metadata about that record type.

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Rich Layouts

Structured data tends to be easier to browse using a table, but unstructured data has more flexibility to be differentiated. We use snippets of the article and highlighting to display the most relevant information in a concise layout and allow users to vote on the quality of an article, which lets colleagues help each other by providing valuable feedback about the result.

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Empty Results

No results aren't always a bad thing - it can be a signal to create a new opportunity, draft a new article, or create a contact for your new point of contact at an account. Using illustration and helpful tips helps to make the experience more fun and enjoyable.

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