Konica Minolta — Service Cloud Design
Konica Minolta, a global leader in business and industrial technology, was transitioning its support operations into Salesforce Service Cloud to unify customer service workflows across its enterprise. I partnered with their internal stakeholders and technical teams to design a new agent experience and system architecture that streamlined support processes, reduced handling time, and improved overall customer satisfaction.
The Objective:
The goal was to design a modern, intuitive Service Cloud console that optimized how agents worked across multiple systems. Konica Minolta’s existing tools were fragmented — requiring agents to navigate between various interfaces to resolve customer issues, which led to inefficiencies and inconsistent experiences. Our objective was to simplify that ecosystem by designing a unified flow that provided agents with everything they needed in one place, aligning business operations with user efficiency.
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The Approach:
I collaborated closely with product owners, service teams, and Salesforce developers to identify pain points in the agent workflow and uncover opportunities for automation. Through workshops and journey mapping, we defined role-based use cases for agents, supervisors, and operations teams, ensuring that each had the tools and insights they needed within a single platform. From there, I designed streamlined process flows, optimized page layouts, and custom Lightning components to support ticket resolution, case visibility, and internal collaboration. The design process prioritized clarity, speed, and scalability — empowering agents to handle more cases with less friction.
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The Impact:
The new Service Cloud experience significantly improved agent productivity and user satisfaction, reducing handle time and improving CSAT scores within the first quarter of rollout. Agents praised the new system for its clarity and reduced context switching, while leadership noted faster onboarding and improved reporting accuracy. The project ultimately demonstrated how thoughtful design and system strategy could transform complex enterprise workflows into an integrated, human-centered support experience.
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