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Dreamforce13-Unified-Community-Talk

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Dreamforce13-Unified-Community-Talk

  1. 1. Responsive Design for a 
 Self Service Support Community Pen-Fan Sun, Lead UX Designer | @penfansun Patrick Wong, UX Designer | @patrickswong
  2. 2. @penfansun @patrickswong
  3. 3. User Experience Team
  4. 4. Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: 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 statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or 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 service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.   Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  5. 5. Customer Support Help Desk
  6. 6. Q&A Discussions Forums Knowledge Articles Knowledge Base Idea Centers Idea Labs Customer Support Help Desk
  7. 7. Search Knowledge Articles Q&A Discussions Best Answer SEO
  8. 8. Design evolved based on user feedback
  9. 9. Design evolved based on user feedback Search Activity
  10. 10. Design evolved based on user feedback Search Ask
  11. 11. Design evolved based on user feedback Overview
  12. 12. Design evolved based on user feedback
  13. 13. Design evolved based on user feedback 2 Calls to Action
  14. 14. Design evolved based on user feedback 2 Calls to Action
  15. 15. Design evolved based on user feedback
  16. 16. Ask a question Form Different pre-filled states For a public question - 122 672 337 Chaos Moshpit no longer available in Black Ops II Multiplayer for Xbox 360 Articles Trending MULTIPLAYER LAG Getting rid of lag in a multiplayer game 223 BANNING POLICY Call of Duty: Black Ops II Security & Enforcement Policy 223 LATEST GAME UPDATES Xbox 360 . PlayStation . Wii U . PC See all BLACK OPS II MW3 BLACK OPS BLACK OPS What do you like to know? Q W E R T Y U I O P A S D F G H J K L Z X C V B N M space.?123 return SEARCH THINGS LIKE Black Ops server status Skylanders new characters Search. Find stuff quickly. Ask a question. Crowdsource the answer. In a hurry? Get realtime help. My Account TOPICS Installation & Downloads Multi-players Lags and Other Issues Points and Status Server maintenance Other Topic Other Topic Other Topic Other Topic Other Topic Other Topic Wanna get your issue resolved fast? Sign In or Create Account TOPICS Installation & Downloads Multi-players Lags and Other Issues Points and Status Server maintenance Other Topic Other Topic Other Topic Other Topic Other Topic Other Topic Server Status Also try BLACK OPS II MW3 BLACK OPSBLACK OPS Server Status 45 183 105 Articles Trending My Rank and Stats Have Been Unexpectedly Removed. What Shou... An explanation of why your rank and stats may have been reset or... 223 See all Multi-players Lags and Other Issues Follow Topic Help others! Gain points! Answer these 10 questions John S. Henry W. Ganesh K. My Rank and Stats Have Been Unexpectedly Removed. What Shou... An explanation of why your rank and stats may have been reset or... 223 My Rank and Stats Have Been Unexpectedly Removed. What Shou... An explanation of why your rank and stats may have been reset or... 223 My Rank and Stats Have Been Unexpectedly Removed. What Shou... An explanation of why your rank and stats may have been reset or... 223 Leaders This Week Smarty Pro Pro 45 183 105 Articles Trending My Rank and Stats Have Been Unexpectedly Removed. What Shou... An explanation of why your rank and stats may have been reset or... 223 See all Follow Topic Help others! Gain points! Answer these 10 questions John S. Henry W. Ganesh K. My Rank and Stats Have Been Unexpectedly Removed. What Shou... An explanation of why your rank and stats may have been reset or... 223 My Rank and Stats Have Been Unexpectedly Removed. What Shou... An explanation of why your rank and stats may have been reset or... 223 My Rank and Stats Have Been Unexpectedly Removed. What Shou... An explanation of why your rank and stats may have been reset or... 223 Leaders This Week Smarty Pro Pro See all John S. Henry W. Ganesh K. My Rank and Stats Have Been Unexpectedly Removed. What Shou... An explanation of why your rank and stats may have been reset or... 223 My Rank and Stats Have Been Unexpectedly Removed. What Shou... An explanation of why your rank and stats may have been reset or... 223 My Rank and Stats Have Been Unexpectedly Removed. What Shou... An explanation of why your rank and stats may have been reset or... 223 Leaders This Week Smarty Pro Pro Multi-players Lags and Other Issues Multi-players Lags and Other Issues Articles Trending My Rank and Stats Have Been Unexpectedly Reset. What Should I do? Follow Best answer Why ranks and stats get reset The known reasons for why this could happen include: • Data corruption – There are a variety of reasons for data corruption. If you feel your rank and stats were reset as a result of data corruption, please follow the instructions below. • Bans – If you have violated the Call of Duty: Black Ops II Security & Enforcement Policy, you may be subject to a temporary or permanent ban from the game, which can include having your rank and stats reset. When this happens, your game data will not be restored If you have had your rank and stats unexpectedly reset in Black Ops II and need additional help, you will receive the quickest response by reaching out to us at ActivisionAssist on Facebook, or @ATVIAssist on Twitter. Need an explanation of why my rank and stats have been reset or removed. Pig ground ball tip jowl leberkas, and blah. Help! Search. Find stuff quickly. Ask a question. Crowdsource the answer. In a hurry? Get realtime help. Also try Answer Hamburger beef biltong doner flank beef ribs bacon. Pancetta hamburger venison frankfurter tail ham t-bone pork tri-tip meatloaf. Pig ground ball tip jowl leberkas, ribeye flank shank. Ball tip brisket pig tenderloin, leberkas short ribs corned beef ham hock turducken boudin ground round. 134 Ganesh K. 2 d Hamburger beef biltong doner flank beef ribs bacon. Pancetta hamburger venison frankfurter tail ham t-bone pork tri-tip meatloaf. Ganesh K. 2 d Hamburger beef biltong doner flank beef ribs bacon. Pancetta hamburger venison frankfurter tail ham t-bone pork tri-tip meatloaf. Ganesh K. 10 d Hamburger beef biltong doner flank beef ribs bacon. Pancetta hamburger venison frankfurter tail ham t-bone pork tri-tip meatloaf. Ganesh K. 6 d cycle through the stats Design. Iterate. Repeat.
  17. 17. Coming in December ‘13
  18. 18. 90% of consumers move sequentially between devices to accomplish their goals. http://www.google.com/think/research-studies/the-new-multi-screen-world-study.html
  19. 19. 5 Design Principles Content First1 Keep it Simple2 Stay Consistent3 Provide Visual Cues4 Delight Users5
  20. 20. Breakpoints L C R L C R Desktop > 48 ems Tablet < 48 ems Phone < 30 ems L C R C
  21. 21. Responsive prototype
  22. 22. Search Filters
  23. 23. Trending Articles
  24. 24. Navigation Menu Animation
  25. 25. Navigation Menu Animation
  26. 26. Search Filter Animation
  27. 27. Search Filter Animation
  28. 28. DEMO Quickly build a support community using site.com
  29. 29. Penfan Sun Lead UX Designer
 @penfansun Patrick Wong UX Designer
 @patrickswong Q&A
  30. 30. Other UX Sessions
 Nine Months in the Making – How Salesforce Mobile was Born The Westin St. Francis San Francisco, California West | Wednesday, November 20th: 4:00 PM - 5:00 PM Impact the future of Salesforce by signing up for our Customer Research Program: www.salesforce.com/ux/research

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