Process use cases for a guided UX

We cannot stress this enough: you need to define a clear process before you automate or build a guided UI for anything. Do not throw automation at a wall and see what sticks just because Salesforce makes automation easy; you will only create data holes for your end users and more work for your internal users. Whether you’re digitizing a workflow that’s currently manual or migrating a workflow from an existing property into Salesforce, you need to think through your process and translate it cleanly into a digital experience. You also need to be prepared to create or modify your existing architectural model, depending on what you discern from your research as you work on a process.

When you’re thinking about aspects of your customer experience to automate or guide through a screen flow, focus on specific problems. Not everything should be a guided UX or backed in automation; only processes that can be easily sequenced and repeated...