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Salesforce Mobile Search

Mobile search makes it easy to find your information in a smaller form factor.


Lead UX Designer


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


3 Teams, 3 Product Managers, 12+ Engineers, 1 Designer, 0 User Researchers, 1 Doc Writer

Project Overview

I worked with our Salesforce Mobile teams on the first major redesign of mobile search since our app launched. One of the obstacles of this project was limitations on research resources which led to me doing guerilla usability testing with Salesforce employees and conducting my own moderated testing.

Problem Statement

Salesforce Mobile users are frequently out of the office meeting with customers, so making search easy to find and easy to use is critical to their success.

Search in Salesforce Mobile was hard to discover, lacked result navigation, and results weren't optimized for small viewports.

Recent Records on the Old Salesoforce1


Personas & Use Cases


Sales Cloud Sales Leader


Viewing and creating reports and dashboards, customizing Salesforce, collaborating with colleagues

Mobile Usage

~50% of usage

Working Style

~50% remote, ~20% office, ~30% no customer contact

As a Sales Leader, I'm often on the road and need to find my Accounts, Opportunities and Contacts, so that I can connect with customers and build business.

Learn more about Sales Cloud personas on Trailhead.


Service Cloud Field Technician


Troubleshooting issues onsite, reviewing customer history, accessing manuals & articles, communicating with coworkers

Goals & Motivations

Love to fix things, working with hand and tools, empowered to work autonomously


Lack of phone service, not knowing customer history, not having information needed to solve the problem

As a Field Technician, I need to find articles, documents and videos so that I can troubleshoot issues onsite, understand the context of the Case, and reach out to colleagues if I need support.

Learn more about Service Cloud personas on Trailhead.

Product Designs & Interactions

Default State

Efficiency is a top priority for our users and when search was in the navigation of the app, it was always two taps away - assuming a user knew to look there at all. Moving the affordance to the header makes search immediately discoverable and always a single tap away.

Global Search in the Header

Recent Browsing History

When the user starts searching they're presented with records from their recent activity that they've accessed both on the mobile and desktop. Results from a user's recent items are chosen about a quarter of the time when searching.

Mobile Search in Focus

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, and are chosen about 20% of the time when searching.

Combining the usage of typeahead and recent records, about 50% of searches never require the user to execute a full search.

Mobile Typeahead

Efficient Navigation

The previous version of our mobile app didn't have any way to navigate search results, and if you didn't find the right record in the entities we chose, you'd need to navigate to that entities homepage and perform a search from there. Now, if the user needs to navigate their results, they can easily interact with the horizontal tabs directly under the header.

It also lacked any way to efficiently navigate back to the place where you executed your search from. If you executed your search from an account record page, to get back there you'd need to either search for it, or open the staged navigation menu, find it's entity homepage, then navigate to the record. Now, the user can press the back button to get back to where they were with one tap.

Mobile Top Results

Find What You Need

We optimize what we search to each individual user, but if you need something different, finding it has never been easier.

Search Navigation Overflow Menu

Rich Layouts

Structured data tends to be easier to browse using labels and values, but unstructured data is more successful in other layouts. We use snippets of the article and highlighting to display the most relevant information about that result in a concise layout, and allow users to vote on the quality of an article, helping colleagues by providing valuable feedback about the result.

Rich Results

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.

Mobile Empty Results