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Customer ExperienceSalesforce Experience CloudPortal UX DesignInformation ArchitectureEnterprise UXCX StrategyDigital Transformation

Salesforce Experience Cloud Portal for a Global Aerospace and Engineering Firm

Duration: 6 weeks
Users: Global distributors, partners, and internal sales teams
Industry: Aerospace and precision engineering

Sound familiar? “Partners can't find what they need, so they call support instead.”

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Output

Portal experience designs for three distinct persona groups: direct sales, distributors, and external partners.

MacBook Air showing a redesigned enterprise customer center portal — a dark-themed homepage with a full-bleed industrial machinery hero image, headline 'Knowledge to Unlock Your Potential,' Join Now and Log In CTAs, a notification banner, and three feature icons for Knowledge & Documentation, Your Customer Account, and Peer to Peer Collaboration, designed for global distributor and partner self-service

Impact

35% improvement in website engagement

19% reduction in support case volume through self-service design and federated search

"Lucas was critical to this project." — Solution Architect

Problem

The company was running fragmented community portals on legacy infrastructure. The communities were fragmented across internal systems, misaligned with the organization's updated brand identity, and built on an information architecture that couldn't scale to serve global distributors, partners, and internal sales teams from a single, coherent experience. Users were navigating siloed portals that didn't reflect the brand or serve their actual information needs efficiently.

Approach

1

Conducted a full review of existing Salesforce Community structures, product catalogs, and content taxonomies across persona groups

2

Developed an integrated site map covering direct sales, distributor, and partner experiences within a unified portal architecture

3

Proposed Coveo for federated search to unify multiple disconnected internal and external data sources

4

Designed a 20+ screen high-fidelity Figma prototype to socialize and validate the vision with stakeholders before build

Solution

A redesigned Salesforce Experience Cloud portal with a unified information architecture, an unauthenticated homepage communicating portal value to new visitors, Coveo-powered federated search across internal and external systems, and product discussion topics to drive community engagement and reduce support volume. The design gave a global user base of distributors, partners, and internal teams a single, brand-aligned portal experience built to scale — and reduced the support burden that had been driven by fragmented, hard-to-navigate legacy communities.