Salesforce – Customer 360

About

Customer 360 is a declarative tool for admins and developers to deliver a single, integrated view of the customer. The product enables users to map their customer records and reconcile their customers’ identity across several disparate systems. Customer 360 was announced at Dreamforce 2018, one of the main stage keynote reveals for the year.


Status

Currently in closed pilots and expected to be generally available in 2019.

My role

Product Design, User Research and Delivery

I joined Customer 360 in May 2017 during the early proof-of-concept stage. Over the last two years, I've led multiple product features on the project. I've worked with product managers, architects, and developers in an Agile environment to deliver designs using the Salesforce Lightning Design System. I've conducted user research and design thinking workshops to facilitate user feedback and foster collaboration between stakeholders during various stages of the project.

Some of the core features that I've led design for are:

  • Match and Reconciliation Rules
  • ETL and Event-based Integration
  • Analytics and Dashboards
  • Data Management and Stewardship
Dreamforce 2018 Keynote Demo

Data Stewardship

The Data Stewardship application is an operational user interface that allows the management of quality and compliance of the data asset in Customer 360. Stewardship features will be used by the "Data Steward" persona for managing data quality exceptions and key compliance activities as mandated by laws such as the GDPR.

Dreamforce 2018 Talk

Building a People-Focused Data Stewardship Practice

I partnered with Kellie Carter, Lead UX Researcher at Salesforce, to present our research at Dreamforce 2018. We shared our findings on the best practices around promoting data quality, getting stakeholder buy-in, and fostering collaboration and communication. The premise of our talk included key concepts on Data Governance and spoke to building trust and strategies on execution and monitoring of data as a key asset.

Our two sessions saw over 150 people who rated highly on the quality of the content delivered.