Search in Lightning empowers customers to quickly find the records and apps they need to get work done in Salesforce.
Salesforce is a Platform that companies build upon and customize to meet their unique needs. Search is a central piece of the product experience which allows customers to quickly find the records they need to get work done. When we launched the new Lightning experience, we wanted to make Search more intuitive, more efficient and more helpful. Through user research, data and cross-team collaboration, we delivered a solution that works for users across multiple industries.
My role as the Lead UX designer was to work with cross-team PMs, engineers, writers, designers and researchers to create a search framework that meets the needs of our customers. My responsibilities included delivering interaction and interface design, conducting user interviews and usability testing, running design studios, consulting other product teams on their search implementations and partnering with product management on feature prioritization and roadmap planning.
As a Sales user, I need to quickly find the Accounts, Opportunities and Contacts so that I can close more deals, nurture customer relationships and generate new business.
As a Service user, I need to find the right Knowledge Articles and Cases so that I can help customers solve issues and retain business.
Some of our goals when designing search were to make each step of the process clear, efficient, and beautiful.
"Seeing my recent records helps me quickly get back to something I was just doing."
As the user types, instant results are returned that match the user's term. To make the experience more personalized, we search for the record types that matter most to you.
Top Results groups results by record type, and organizes results based on how you use Salesfore.
Top Results is really easy to scan. I like how everything is grouped together..."
For more control, users can narrow their scope of search to a single record-type. This is especially powerful for users that know exactly what they're looking for.
After choosing to narrow the scope of your search, a "pill" is added to the input which can be cleared to return back to a global state.
Pre-filtering allows users to define specific criteria for their search to find only the results that matter most to them.
Snippets and highlighting guides the user to the most relevant content in their results.
"I love that the word I searched is highlighted. It lets me know exactly why something was returned and where I should look."
Many customers need to search data sources outside of Salesforce. Our customers often use many different tools in their roles, and giving them access to all of their data in one place helps them work more successfully.