Transforming franchisee operations

Overview

Problem

A multinational restaurant company of multiple chains engaged with Slalom to design and implement a Salesforce Experience Cloud solution to create a more digitized and streamlined experience for franchisees. At the time, the parent company communicated with the franchisees almost exclusively through email. For access to content, franchisees could access content via a static Sharepoint web page. They wanted to provide a portal that houses all information that a franchise owner and their team (area managers, store managers, etc) would need to run their business. The first phase of this transformation focused on moving one restaurant franchisees onto Experience Cloud, with subsequent phases expanding to more restaurant brands.

Approach

I was tasked to create high-fidelity mockups of the optimal UX/UI for the HomePage, Log in, and My Restaurants view. With no time to conduct a formal discovery, I utilized previous discovery work, findings, workshop recordings, and low-fidelity wireframes to identify key requirements for the franchisees and the business. I also collaborated with Slalom Salesforce experts and client stakeholders to fully understand the problem and potential solution. I coordinated an iterative feedback loop and check-ins with the Slalom Salesforce experts to capture client insights, constraints of Experience Cloud, and feedback on my designs in real-time.

Outcome

A highly-collaborative working relationship with the Salesforce developer resulted in a smooth design handoff to begin implementation. This was essential given the short turnaround between onboarding and delivery. A final readout that included mockups, descriptions, and feature callouts brought the solution to life and created alignment across stakeholders.

Roles

I assumed the following roles for this engagement:

  • User Experience Designer

  • User Interface Designer

Deliverables

Some details and deliverables have been omitted for client confidentiality.

  • High-fidelity mockups

  • Final design readout

Project specifications

Duration: 3 weeks

Tools:

  • Figma

Team members:

  • Solution Owners

  • Salesforce SMEs

  • Salesforce Developer

Home Page

The home dashboard provides a quick overview of the franchise owner’s business while surfacing important information likely to be accessed on a regular basis.

My Restaurants

The Salesforce list view provides a rundown of owner’s restaurants with the ability to view additional details by clicking the restaurant number.

My Engagements

With one click, owners can switch to the My Engagements tab to stay informed about obligations currently in flight, like transactions in progress.

My Remodels

Restaurant remodels are exciting business opportunities for owners. They can track the progress of the remodels directly from the portal.

Directory

Scroll through contact cards in the directory to quickly find information for key contacts.

My Links

All of the current resources in the legacy Sharepoint site are directly linked in the top navigation menu and can be accessed without having to log in again.

Add personal bookmarks under “My Links” to support workflows and increase efficiencies.

Messages

Messaging capabilities directly in the platform improve communications and keep all restaurant-related data centralized.

Get questions answered without having to switch to another communication application.

Notifications about new messages enable owners to stay responsive to active conversations.

Impact on Franchisees

  • Centralized resources

    The robust portal provides owners with one central place to manage restaurant-related information, announcements, and resources.

  • Drive engagement

    Capabilities like task list, messaging, and notifications inform franchisees on what actions they need or can take to achieve business outcomes.

  • Flexibility to continuously improve

    The Salesforce Experience Cloud enables the multinational restaurant company to provide a portal powered by reliable data that can be modified to meet their users’ needs.