Context - ADRs were conducting surface-level account lookups that resulted in generic outreach and low early-stage engagement.

Problem - Sales conversations lacked relevance because research was inconsistent, tool-driven, and not structured around customer priorities.

Audience -  Account Development Representatives (ADRs) preparing for outreach and early discovery conversations.

Design Approach - Designed a structured 3–3–3 research framework (Industry Changes, Company Objectives, Customer Actions) to guide pre-call preparation and shift research from activity to strategy.

Key Design Decisions

• Introduced the framework before tools to reinforce thinking over task execution

• Used interactive tabs and reveal cards to break down research sources

• Embedded knowledge checks to reinforce classification of insights

• Culminated in a graded applied activity using a real Customer Research Template

Context - Teams navigating contract workflows in Salesforce and Ironclad experienced friction during onboarding due to complex legal and operational processes.

Problem - Users lacked procedural clarity around contract generation, redlines, approvals, and execution tracking — resulting in workflow inefficiencies and support dependency.

Audience -  Cross-functional teams responsible for initiating and managing contract workflows within Salesforce.

Design Approach - Designed a workflow-based onboarding experience that mirrors real contract lifecycle tasks and reinforces tool confidence through guided procedural learning.

Key Design Decisions

• Structured learning around real workflow stages rather than feature lists

• Incorporated step-based process simulations

• Aligned knowledge checks to real user actions