Integrated Support Experience

Monday | May 23rd, 2011

I created this video last year for our annual Dreamforce conference at Salesforce.com. My goal of the video was to highlight the problems with a traditional multi-channel support and introduce my prototype solution. A design that combines community questions, cases, articles, private and public answers into one integrated experience.

I used the video as backdrop to my narration. Yes. I still need to add the narration track to the video. Disclaimer – this is my early prototype. The final product release will be more exciting.

Public & Private Conversation in One Thread

Wednesday | April 27th, 2011

SFDC-publicprivate

This diagram explains how we introduce a private conversation from the customer support agent into a public question and answer thread. This component is part of a new support product I have been designing at Salesforce.com.

My design goals include:

  • One thread that consolidates everything about your question
  • Bring focus to primary task by folding secondary tasks
  • When question is open: focus on surfacing recent answers & ability to quickly contribute
  • Open with private: focus is the private conversation with agent
  • Question resolved with Best Answer:  focus is the best answer, tone down new contribution and collapse past
  • Efficient use of vertical space to a accommodate multiple question

City Walk

Thursday | March 3rd, 2011

City Walk 01

City Walk 03

Acrylic Paint and Ink on Canvas
10″x10″ + 1.5″

CityWalk04-sketch

I did this tiny 2.5″x2.5″ drawing sometime ago. Finally managed to paint it this weekend. An everyday scene around San Francisco, taking the dog out for a walk.

An Idea for a Book

Wednesday | October 13th, 2010

Don’t have flash? Click here if you are on an iphone or ipad.

Ink & Acrylic Paint on 16 – 6″x6″ Panels

This might be one chapter of a book. The idea is to illustrate 10 parables from Rumi (perhaps include other authors as well) and publish them as one illustrated wisdom book. I would your love your thoughts about the concept. What will make it work? Would you buy it? How about a really inexpensive e-book? What about the size, layout and font? I was thinking of 7″x7″. I want to minimize the text in the book and make it easy to translate to other languages.

Thoughts?

Simplify Mobile: Service & Support

Sunday | October 10th, 2010

SFDC-mobile

Wireframes from a recent deck I put together around mobile and support products. My goal of the deck was to simplify the mobile experience to the primary task.

Om – Yoga

Saturday | July 31st, 2010

yoga-01

I like yoga.

Acrylic Paint and Ink on Canvas

10″x10″ + 1.5″

Another view of the same painting -

yoga-02

I also paint the profile of the canvas.

yoga05

Moo

Wednesday | July 7th, 2010

moo-cow-painting

Acrylic Paint on Canvas
10″x10″ + 1.5″ painted profile
SOLD

Valentine in June

Monday | June 14th, 2010

thekiss

I bought a new watercolor set, Yarka St. Petersburg. I cannot think of anything else I own that is made in Russia. Anyway, I had to try them. Small 3.5″ x5″ painting in a sketch book. I like the colors.

After this, I might need to go back to robots.