🔒 Case study
Public Sector · Salesforce
[Project name]: [one-line description]
Redesigning [how caseworkers manage applications] on Salesforce, so [a state agency] could [cut processing time and serve residents faster].
Agency names and data are generalized to respect client confidentiality.
Overview
Background
[One bold sentence on the situation.] [Two or three sentences of context: who the agency serves, what system they used before, and why it needed to change.]
The problem
[One bold sentence naming the core problem.] [What was slow, confusing, or error-prone, and who felt it: caseworkers, supervisors, or residents.]
Project goals
[Goal 1]
[Reduce time to process an application.]
[Goal 2]
[Give caseworkers one view of each case.]
[Goal 3]
[Meet accessibility and compliance requirements.]
The process
01 / Discover
Understanding the people behind the process
Research approach
[Stakeholder interviews, ride-alongs with caseworkers, and a review of the current process.]
What we learned
- [Finding 1]. [One sentence of detail.]
- [Finding 2]. [One sentence of detail.]
- [Finding 3]. [One sentence of detail.]
02 / Define
Framing the right problems
How might we…
- […help caseworkers see a full case without switching screens?]
- […reduce duplicate data entry?]
- […make status updates clear to residents?]
03 / Design
From flows to wireframes
[How you mapped the new process and turned it into screens that fit Salesforce Lightning patterns.]
04 / Build
Bringing it to life in Salesforce
[What you configured: page layouts, flows, dashboards. Note how you worked with developers and admins.]
05 / Test & launch
What changed for the people using it
[40%]
[faster application processing]
[300+]
[caseworkers onboarded]
[WCAG 2.1 AA]
[accessibility met at launch]
Usability findings and revisions
- [Finding]. [What you changed because of it.]
- [Finding]. [What you changed because of it.]
Reflection
What I took away
[Two or three sentences on what you learned and what you’d do next.]
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