The Approach
To tackle this challenge head-on, I worked with a cross-functional team of designers, developers, and subject matter experts from various departments within Wesco. We kicked off the project with an extensive discovery phase, conducting user interviews, observational studies, and analyzing usage data to gain a deep understanding of the pain points and requirements of the diverse user base.
One of the key insights we uncovered was the need for a more streamlined and intuitive ordering process, as the existing system was plagued with redundant steps and confusing terminology. Additionally, users expressed frustration with the lack of real-time visibility into inventory levels and order statuses, leading to delays and inefficiencies.
Armed with these insights, we embarked on an iterative design process, leveraging user-centered design principles and rapid prototyping techniques. We collaborated closely with stakeholders and end-users, continuously gathering feedback and refining our designs to ensure they met the evolving needs of the business.
The Solution
The culmination of our efforts was a modern CPQ ordering and maintenance application built on the Salesforce platform, addressing the key pain points identified during the discovery phase. The development team leveraged Salesforce's Power Apps to accelerate the development process, while ensuring seamless integrations with Wesco's existing Salesforce ecosystem. The new application featured:
Streamlined Ordering Process
We simplified the ordering process by eliminating redundant steps and introducing intuitive navigation, making it easier for users to configure, price, and quote orders efficiently.
Intuitive User Interface
The application's user interface was designed with a focus on clarity and usability, leveraging familiar patterns and consistent terminology to reduce the learning curve for users.
Real-time Inventory and Order Tracking
By integrating with Wesco's inventory management systems within the Salesforce ecosystem, we provided users with real-time visibility into stock levels and order statuses, enabling proactive decision-making and minimizing delays.
Responsive and Accessible Design
The application was built with responsive design principles, ensuring a consistent and accessible experience across various devices and platforms, catering to the diverse needs of Wesco's user base.
Seamless Salesforce Integrations
By leveraging the Salesforce platform, the application seamlessly integrated with Wesco's existing Salesforce ecosystem, enabling data sharing, automation, and streamlined workflows across the organization.
The Impact
The successful launch of the redesigned CPQ ordering and maintenance application on the Salesforce platform was a significant milestone for Wesco. The new system not only addressed the immediate pain points but also laid the foundation for future growth and innovation within the organization, leveraging the power of the Salesforce ecosystem.
User feedback has been overwhelmingly positive, with reports of increased productivity, reduced errors, and improved customer satisfaction. The streamlined ordering process and real-time inventory visibility have contributed to significant time and cost savings, while the intuitive user interface has minimized the need for extensive training and support.
Moreover, the seamless integration with Salesforce has opened up new opportunities for Wesco to explore advanced analytics, automation, and customer relationship management capabilities, further enhancing their supply chain operations and solidifying their position as a leader in the industry.
This project serves as a testament to the power of user-centered design and the value it can bring to complex business applications. By prioritizing the needs and experiences of end-users and leveraging the capabilities of the Salesforce platform, we were able to deliver a solution that not only met but exceeded the expectations of Wesco's stakeholders, positioning the organization for continued success in the ever-evolving digital landscape.

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