Customer Center Migration
UX / Stakeholder Management / Strategy
The Support Team was under pressure to migrate from Salesforce Classic to the Lightning platform. As part of this transition, the scope allowed for only modest UX updates to a product suite that hadn’t seen meaningful design changes in over a decade. During a review of the initial design files, I discovered the work was significantly outdated—six versions behind current standards, misaligned with business objectives, and introduced sweeping UX changes beyond the agreed scope. As a result, stakeholders rejected the proposal in favor of a “lift and shift” approach to protect timelines.To move the initiative forward, I developed a revised solution grounded in Canvas and accessibility standards, and introduced a strategic two-phase migration plan.
Phase 1:
Achieve visual and accessibility parity while building a support-focused design system aligned with Canvas. This would allow UX and Engineering to scale efficiently and reduce redundancy during phase 2.Phase 2:
Introduce more advanced UX improvements once the platform was stable and the foundational system was in place.
