Salesforce is exploring how emerging AI interaction patterns reshape user behaviour inside enterprise tools. I led competitive analysis, survey design, user interviews, and usability testing to surface new design opportunities around Learnability and Control. (This was mixed-methods research conducted for Salesforce, not on their platform.)
My Role
Our team included five UXR students. My contributions were:
- Led the competitive analysis of enterprise AI tools, identifying design patterns across Polymet, Cursor, Airtable, Zendesk & Copilot.
- Designed and analysed the survey on workplace AI use.
- Conducted user interviews with enterprise professionals (PMs, designers, IT admins, support reps).
- Facilitated usability tests using Polymet.ai to observe traceable feedback, onboarding gaps, and version control expectations.
- Synthesised findings across methods to shape Salesforce’s next-gen design guidance around learnability, control, trust, and onboarding.
The Problem Space
Across domains, enterprise AI tools face high barriers of adoption due to…
LOW LEARNABILITY Description.
LIMITED USER CONTROL Description.
POOR RELIABILITY Description.
SOLUTION PROMPT
How might we design enterprise AI tools that improve learnability and user control without overwhelming the workflow?
I made two design decisions to answer this HMW statement:
- Layered, contextual onboarding that introduces AI capabilities gradually where users need them.
- Transparent, traceable AI actions with easy override and version control.
KEY DECISION #1
Decision Summary
ARTEFACT SHOWING WHAT IT LOOKED LIKE BEFORE
PROBLEM description of the problem with this interface
SOLUTION description of what was specifically improved
ARTEFACT SHOWING THE RESULT AFTER IMPROVEMENTS
KEY DECISION #2
Decision Summary
ARTEFACT…
PROBLEM description
SOLUTION description
ARTEFACT…
The Outcomes
1) RESULT
description
2) RESULT
description
3) RESULT
description
Want to know more?
If you have any questions about this project, reach out and let’s set up a call.
- Email me at: edwardfraser@berkeley.edu
- Connect on LinkedIn: linkedin.com/in/edward-fraser/
Where to next?
RETURN TO HOMEPAGE
READ “ENTERPRISE AI” CASE STUDY