Design Thinking and Co-creation in Salesforce development

Most people have heard about Design Thinking by now. Its popular tools like the ‘customer journey’ are used casually in conversations between colleagues, and even the general public like I heard yesterday on the train. The ubiquity of these terms is amazing if you ask me, but can be dangerous too. What is amazing is that so many people are willing to use a creative mindset to innovate, but when it is boiled down to a mere toolbox, a lot of value is lost. So let me tell you why we believe in the value of design thinking, and especially one of the more successful components called co-creation.`

Design Thinking is all about placing the end-user, customer or even better the human, in the center of the process, and of course this helps in actually creating something that someone needs. When it comes to creating and compounding value, it is ideal to work with the user in identifying their needs and wants. In addition to that, it is amazing to work on a solution together. In this manner of co-creation, we all partly own the problems and solutions. As design thinkers, service designers or design consultants we might not inherently know what you need, but we do know how to ask the right questions to pinpoint what your need is, and of course we come prepared with post-its and a bunch of sharpies and templates which are our favorite means to collaborate to figure out processes and deliver solutions.

Why we combine Design Thinking with Salesforce implementation

At Nextview we’ve partnered with Salesforce with whom we design and develop IT solutions for businesses of all kinds. An inherent part of delivering Salesforce is doing Design Thinking. This means that from the start we (want to) co-create with all stakeholders, we (want to) understand the current processes to better define the future processes and we (want to) together formulate a variety of solutions. You see me writing the words ‘want to’ in there, because even though people want to innovate and use design thinking, it is still hard to be able to do the proper research and get the right people in the room.

The reason we do this is because it saves you time in the end, and re-shaping the solution to better fit the users. We do this because a clear picture of where you are today gives insight on where to innovate first, where we can leap to new situations or where we are just taking a small step towards the future. Another reason to co-create is that because everyone will own the solution, and thus implementation and adoption starts here! Lastly, we are doing this because all the tools and maps help us to keep track of what we do and why we do it. And we use the maps to communicate to other people and stakeholders in the organisation.

In summary, using co-creation will support the end-to-end process of developing your Salesforce solution, where implementation starts at day one. The Design Thinking mindset will secure the development of the most pressing steps, needs and wants first.