ash burke
The challenge
The silo tax on client experience
Gartner's Sales, Service and Research & Advisory teams worked in silos, each with its own data sources and manual workarounds. Without one source of truth, Gartner looked fragmented to its own clients. A client partner could miss a critical research inquiry an analyst had just handled.
- Manual data digging: people spent their time searching for information instead of doing high-value work.
- Lack of context: service associates inherited clients with little or no history, which hurt the very first interaction.
My role
Lead UX designer and researcher for a 12-week experience vision.
I led the research, ran co-creation workshops, built the journey maps and high-fidelity concepts, and validated the designs with users and for platform feasibility to produce the implementation roadmap.
The approach
From disjointed silos to one source of truth
- 01
Discovery · weeks 1–4
30+ stakeholder interviews to identify user needs across every role.
- 02
Insights and co-creation · weeks 5–6
Workshops where users collaborated on potential solutions and mapped key processes.
- 03
Experience model · weeks 7–10
Journey maps and high-fidelity concepts built on six principles: simple, relevant, collaborative, automated, empowered and trusted.
- 04
Experience vision · weeks 11–12
Designs validated with users and vetted for platform feasibility, ending in a final implementation roadmap.
Key features
The vision
An integrated 360° view
One dashboard for every service activity, upcoming interaction and open task across the account team. Less manual work, more time on the client.
AI-driven decisions
Einstein Discovery surfaces actionable insights, like likelihood to renew and how to improve it, based on each client’s engagement history.
Contextual, actionable insights
A focused record page for each seat holder, with engagement history and research interests, so experts walk into every call prepared.
Automated information sharing
Real-time notifications, shared success plans and @mentions let Sales, Service and Advisors co-author next steps, with a live Quip doc inside each service ticket.
Results
faster workflow by removing the need to chase peers for a full view of the client
interviews turned into six guiding principles everyone could design against
consolidating primary tasks and key data points for every client
validated with users and vetted for Salesforce platform feasibility