Full design story for Project 02 (Konica Minolta internship). On screen this part is collapsed behind the “Full design story” toggle; its text is included here in full.
Designing & prototyping
The first step of the design was to gather and analyze the data collected through interviews. This yielded an extensive list of jobs and their scope across the three business units. Organizing these jobs into a Venn-Diagram yielded Figure 2.1, shown above.
To maximize the value proposition, I focused on creating solutions for the jobs shared across all three business units: account prep, worklist construction, cross-functional troubleshooting, and document synthesis. I mapped these shared jobs onto Agentforce solutions that could both increase efficiency and in some cases improve output quality.
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is addressed by agentJob 1. Account prepToday: 45–90 min per meeting, assembled from 3+ systemsA1 · Account IntelligenceOne brief, three role-customized views
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is addressed by agentJob 2. Worklist constructionToday: 1–2 hrs every Monday morning, one report at a timeA2 · Proactive WorklistRanked, cross-checked, pushed not pulled
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is addressed by agentJob 3. Cross-functional troubleshootingToday: 15–50 min per billing issue, with no authority to fix itA3 · Workflow OrchestrationTriage, route, guard, escalate
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is addressed by agentJob 4. Document synthesisToday: 5–15 decks a week, system data retyped by handA4 · Artifact SynthesisDrafts only, behind a QA gate
A1: in focus (agent A1, Account Intelligence)
After identifying the agents to be designed, I honed in on agent A1: Account Intelligence. This agent will provide an account summary right on the salesforce account landing page, pulling the specific metrics that the end users voiced in discovery in order to give them the view that will provide them with the most value. The discovery interviews laid bare that an agent of this nature would save each sales rep upwards of 20 minutes before each account contact point, saving up to 4 hours of prep time per person every week.
In addition to these efficiency gains, this agent will evaluate every account against the same criteria, removing the variability that occurs when analysis quality depends on a sales rep's time, attention, or experience.
As part of creating an optimized account brief view, additional agents will pull service history from a customer's devices, and data from other systems outside of salesforce.
A1 subagents (the five sub-agents that make up agent A1, Account Intelligence)
- BU 1 Account Brief (account brief view for Business Unit 1)
- BU 2 Account Brief (account brief view for Business Unit 2)
- BU 3 Account Brief (account brief view for Business Unit 3)
- Service History Q&A
- Cross-System Answers
UX rules identified
Push, don’t pull: individuals made it clear that the most impactful and useful tools are the ones that get automatically pushed to their dashboards.
One agent, three views: each of the BUs requested different views into the same core data points, so a single agent with individualized sub-agents should be utilized, as they will all be grounded in the same data
Prototyping
Using Claude Design I was able to create elaborate prototypes in HTML for the end users to get an accurate understanding of what the user experience will be of the shipped agent. This efficient prototyping process allowed me to create the individualized view for each of the business units.
Validation sessions
Returned to the same interview participants with the HTML prototypes for 30 minute feedback sessions on design utility. These sessions resulted in further design criteria for the next iteration of prototypes.