BOOKING & CONTACT

3. Turning Insights Into Opportunities; what next

I compiled the findings into a concise report, highlighting priority issues and user needs as well as recommendations.

4. Designing a Better Experience; creating what the future could look like

I created annotated wireframes, with options, based on findings to suggest more intuitive layouts, clearer navigation, and task-focused workflows.

The Outcome

Working within Salesforce’s constraints, I focused on practical, user-centered design – highlighting key information where and when users needed it, with minimal reliance on custom components. The client valued that the solution was grounded in real user needs, not just visual polish.

This project also served as a pilot for Merkle’s design capability, and feedback was positive. While further engagement was planned, government funding shifts paused next steps. Nonetheless, the work demonstrated clear value and laid the foundation for future opportunities.

The Challenges

The client initially viewed UX as being primarily focused on visual design and expected a design involving highly customised Salesforce components which isn't what they wanted. However, they were pleased to learn that my approach, grounded in enterprise UX best practices, prioritised usability within platform constraints.

This project also served as an opportunity for the Department to assess our working style and its fit for future engagements.

To build trust and alignment, I established strong rapport with key stakeholders early on, clearly outlining my approach and rationale. This helped build confidence in both the process and the deliverables. In the end, the client was satisfied with the outcome, which addressed core user pain points and aligned with usability best practices.