Salesforce delivers innovative experiences and vision to our customers every day. Learn from the Global Innovation Solutions team exactly how they build innovation into our process, product, and culture.

1. Build Innovation into Your
Admin Routine
April 10, 2018

2. John Brunswick
Sr. Manager, Admin
Marketing
Salesforce
Rebecca Saar
Sr. Director, Executive
Immersion
Salesforce
Today’s Speakers
Innovation Lead,
Executive Immersion
Salesforce
Gina Nguyen

3. This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any
of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking
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service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for
future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts
or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our
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interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible
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Forward-Looking Statement
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5. Watch the Recording
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6. Join the Admin Webinar Group for Q&A!
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Stick around for live Q&A at the end!
• Speakers will tackle more questions at the end,
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7. Today’s Agenda
• What We Do
• Challenges with Innovation
• Prototyping Process
• Inspiration and Mind Moving
• Resources
• Q&A

8. What We Do

9. Consumer Behavior Trends + Emerging Technologies + Salesforce
Executive Immersion is a global team of software
engineering, entrepreneurial and consulting
design thinkers who build to understand.
We empathize with our customers’ customers
and solve human-centered problems.
We share value of technology with the executives
who fund innovation.

11. Challenges with Innovation

12. What is Innovation?
• You don’t have to have innovation
in your title to be an innovator!
• It doesn’t need to be cutting edge
technology
• Health Cloud
• Service
• Sales
• Platform
• Marketing
• Einstein
Translating an idea into value

13. Unsure where to start
Scale Challenges - Tough to Repeat
Analysis Paralysis / Endless pontification trap
Gap showing value or gaining business
interest
Shift to Prototyping
Simple by design
Had to be a better way
Find a Better Box
Constraints to Help Support
Classic Methods
Why is Innovation Challenging?

14. Gain Support and Sponsorship
Great UX is important for apps.. TBD
Want to bring a cool idea to life?
Executive sponsorship …. TBD
Digital Change Agent
Manifesto
Brian Solis
bit.ly/digitalchangeagent

15. Prototyping Process

16. Prototype Process
High-Level Overview
Step 1
Research Business
Problem Step 3
Define
Prototype
MVP
Step 4
Build Phases
Step 2
Create
Challenge
Step 5
Pilot
Yeah!
Research
Technology
Ongoing
As Needed
2 Days
3 Weeks
As Needed

17. ● Practice human centered design
● Analyze in-house data (e.g. look at call
logs for common issues, reading our reviews)
● Research common industry pain points
Step 1A: Research Business Problem
Goal: Understand the challenges of our organization and related industry
Business Problem Research Define
Prototype
MVP
Build Phases
Create
Challenge
Pilot
Tech Research
Research Business Problem
Research Tech
Create Challenge
Define Prototype
MVP
Build Phases Pilot

18. Business Problem Research Define
Prototype
MVP
Build Phases
Create
Challenge
Pilot
Tech Research
Research Business Problem
Research Tech
Create Challenge
Define Prototype
MVP
Build Phases Pilot
• 1 sentence to explain the technology in business
terms
• Identify applicable use cases
• Tinkering
E.g. Einstein Vision
Step 1B: Research Tech
Goal: Dig through the hype to understand the business implications and
values

19. What does it do?
• In non-technical terms - what does the Technology do?
3 ways the tech is used today
• Where has it been used?
• What business value does it provide?
• Who does it provide value to?
Why is it valuable to your department / organization?
Top 5 surprises
• Which assumptions that changed once you research the tech
• New learnings that you did not know before from the hype
Template – Tech Research

20. Business Problem Research Define
Prototype
MVP
Build Phases
Create
Challenge
Pilot
Tech Research
Research Business Problem
Research Tech
Create Challenge
Define Prototype
MVP
Build Phases Pilot
● Define your customer and their want / need
● Identify the business value for satisfying the want / need
● Will the result have a big impact (e.g. saves users x amount of time,
result in $x in new sales)
● Trends and disruptors in your industry
Step 2: Create Challenge
Goal: Frame a concise want or need for your customer and the business value in
solving this challenge
Example: Transparency and Traceability in
the Supply Chain

21. Problem
• Who are we helping when we solve this problem? What's the want or need?
• Problem shouldn't include the technical solution
Business Value
• How big is the problem? Dollars? Customers?
Stakeholders
• Which players in the industry are impacted by this challenge?
Trends
• Industry disruptors?
• Why now?
• What makes it urgent to pursue now?
Template – Challenge

22. • Understand the context (who, when, where)
• Wireframes, low fidelity mockups and / or storyboards
• Identify resources needed (devices, people, etc)
• Kanban board of tasks
Business Problem Research Define
Prototype
MVP
Build Phases Pilot
Tech Research
Create
Challenge
Business Problem Research Define
Prototype
MVP
Build Phases
Create
Challenge
Pilot
Tech Research
Research Business Problem
Research Tech
Create Challenge
Define Prototype
MVP
Build Phases Pilot
Goal: Identify the approach (Salesforce + emerging tech) to solve the
challenge
Step 3: Define MVP

23. Template - MVP
Solution Summary
• 500 characters or less.
• How are we stacking technologies
together to solve the problems identified
in the challenge
Context
• Who, what, when, where, how?
Low Fidelity Representation
• Paper, clay, whiteboard, etc.
Technologies
Kanban Board
• Task List/Resources/Devices

24. • Is it feasible… can it be implemented
• Does the build meet the success criteria defined in
the challenge
• Keep this short (e.g. < 1 month)
Example: Violet.ai + Face Recognition + SOS =
Secure In Home Assistant
Business Problem Research Define
Prototype
MVP
Build Phases Pilot
Tech Research
Create
Challenge
Business Problem Research Define
Prototype
MVP
Build Phases
Create
Challenge
Pilot
Tech Research
Research Business Problem
Research Tech
Create Challenge
Define Prototype
MVP
Build Phases Pilot
Step 4: Prototype Rapidly
Goal: Create a functional build to determine feasibility

25. Step 5: Execute Pilot
• Release to a small audience to get user feedback
• Evaluate the solution in the wild
• Determine key metrics for success
• Adoption or interest from users
• Do we see the business value
• Iterate as needed
Goal: Evaluate viability and desirability
Business Problem Research Define
Prototype
MVP
Build Phases Pilot
Tech Research
Create
Challenge
Business Problem Research Define
Prototype
MVP
Build Phases
Create
Challenge
Pilot
Tech Research
Research Business Problem
Research Tech
Create Challenge
Define Prototype
MVP
Build Phases Pilot

26. Inspiration and Mind Moving

27. Technology Industry Insight User Experience
ADD TITLExxxxxx

28. The Dice Game
3 different dice
3 categories:
• New technologies
• Company departments
• Timeframe
Opening the mind

29. Inspiration and Mind Moving
Technology & Execution
Why Ingredients for solutions
Sources Techcrunch, Panda &
Github Trending
Business Value
Why Anchor on value
Sources Harvard Business Review
and McKinsey
Disruptors
Why Helps to see where / how
processes may potentially change
Sources Techcrunch
Helpful Areas of Interest
Human - Trends /
Behaviors
Why Become acquainted with
changes in engagement - often
driven by disruptors
Sources Industry specific
publications, Advertising (Ad
Age), Techcrunch
Human - User Experience
Why Keep abreast of
communities of experts sharing
around user experience -
understand user interaction and
artist style inspiration
Sources GoodUI.org, UX Planet,
UX Collective, UXPA Magazine, UX
organizations, Codepen.io,
Codrops, Techcrunch
Experiment / Tinker Time
Why No direct correlation to
business value at the moment
Sources Worthwhile to internalize
new technologies (e.g. machine
learning), as there may be a
situation that benefits from their
application that is not
immediately obvious

30. Resources

31. Resources
Trailhead Trail: Innovate the Salesforce Way
The 5 Requirements of a Truly Innovative Company, HBR
YouTube: Innovation Series with John Brunswick

32. Q&A
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Slides
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