A mortgage provider with a robust financial presence across multiple industries and regions initially briefed Coforge on an obstacle in their note-taking system.
Specifically, the client was looking for two solutions:
A note-taking system to log information/communications with borrowers seeking a mortgage.
A matching UI for the standard activity timeline in their Salesforce instance.
What stood in Coforge's way was a series of technical and design problems that each required solutions. Each solution had to be pieced together to meet the client's objectives. Some of the more salient issues Coforge solved were:
The client's data was API dependent and spread out across multiple databases.
They still needed to figure out a way to amalgamate their data inside of their Salesforce and have it logged in the standard activity timeline.
We needed to find a way to capture their dossiers while providing a simpler view of their complex interactions with entire swathes of people without risking the previous databases in use.
Delivering a straightforward, easy-to-use UI that the client could introduce quickly, without any major headaches. All so the solutions would actually be used and not ignored.
The Coforge Solution:
After in-depth analysis and several design iterations, it became clear to Coforge that we needed to use Salesforce's Lightning Design System and Lightning Web Components. to inspire and implement a custom solution. What coforge delivered was a custom activity timeline that:
Mimics the standard activity timelines core functionalities via Salesforce's Lightning Design Systems cloning ability.
Can log all of their data in the one place.
On top of this, because we took the custom approach, the project was able to deliver more value from a UI perspective as well. This was due to the increased flexibility on top of Salesforce's vast array of tools at our disposal.
The primary focus behind each decision taken with the UI was to ensure that each individual function was built with robust logic that was easily understood, learned, and actively used.
Examples of this were:
The clear and thoughtful "load more" and "load less" functions in the descriptions with an initial view limited to 190 characters to allow for enough information without flooding the user with info and the option to find out more.
The introduction of client-customized design, like on-brand icons. Helping to make everything more easily recognizable, reducing mental load, and improving productivity.
Salesforce Lightning Design System: The Salesforce Lightning Design System includes the resources to create user interfaces consistent with the Salesforce Lightning principles, design language, and best practices. Rather than focusing on pixels, developers can focus on application logic, while designers can focus on user experience, interactions, and flows.
Activity Timelines: Salesforce builds tools designed to give us a 360-degree view of customers. Activities are critical to this; they consist of Tasks, Events & Calendars that show entries such as follow-ups, emails, and meetings. It provides a simpler view of otherwise-complex interactions with entire swaths of people. Because our task was based on the capture of dossiers, we chose to mold everything as custom.
The Activity Timeline displays activities associated with the name field (such as mortgage user or agent) and the Related To field (such as account).