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Re-Imagining Trailhead with Agentforce
Salesforce
Trailhead is Salesforce’s free learning platform for building business, tech, and Salesforce skills. I led a team of 3 Designers and Researchers in partnership with Salesforce over 9 months.
My Role
Lead UX Designer
Team
PM, Principal Product designer, UX Researchers
Duration
40 Weeks,
Sept 2024 - May 2025
Industry
Ed-Tech
Salesforce Trailhead + Agentforce
In a compliance-trained environment, the problem with AI isn't adoption. It's trust.
Users need an AI that reasons with them, not for them.
But where's the line between helpful and autonomous? Between smart and scary?
That's the design problem.
The impact I drove
75%
Faster Course Discovery
90%
Agentforce implementation success
19%
Third party query cost reduction
6 min read
The Problem
Navigating Layered Problem Spaces
How did I approach this?
So I started with the friction. Where were users already reaching for a second tool? Where did the learning experience fracture?
Those were the moments Agentforce could live. Not as a feature. As a repair.
Limitation?
Agentforce wasn't fully mature. So I placed it strategically - only where it could actually work.
The brief was intentionally open: How might AI enhance Trailhead's learning experience?
That meant: Integrate Agentforce.
Here's how I translated Salesforce’s needs into a focused, scalable product experience.
The Beginning
Setting the direction
Frameworks (RICE, Kano) + Internal discussion → Technical review → Finalized strategy.
Before designing, I aligned the roadmap, business constraints, and technical feasibility to define two priorities for the experience.
User Research
Listening beyond the product.
Community access
Multi course handling
Progress Tracking
Search Inefficiency
Content Quality
Following the friction
19/26
Finding the right course
Search made course discovery harder than it needed to be.
21/26
Returning to learning
Learners struggled to pick up where they left off.
Where the experience breaks down.
Across interviews and task-based sessions, three moments consistently slowed learners down.
17/26
Knowing what's next
Progress was difficult to view and act on next steps.
Defining the Design Direction
Customer value
-
AI that feels useful
-
Faster, more effective learning
-
A seamless Agentforce experience
Business value
-
Build on what already works
-
Protect existing user habits
-
Create a scalable foundation
Business Constraints
-
Agentforce capabilities
-
Existing product patterns & technical dependencies
I partnered with Research and BI to uncover learner needs and where Trailhead fell short.
We balanced learner needs, business goals, and the realities of building on an existing platform.
Research Snapshot
125+
Reviews Analyzed
26+
User Interviews
06+
Social Media Platforms
Ideation
01-Making "Search" work harder
Search was creating friction for learners while also driving unnecessary backend cost through poorly structured queries and third party search infrastructure.
The opportunity was clear: Make search more helpful for learners while making each search more efficient.
#Pain-point 1
#Pain-point 1
*Current Trailhead search functionality*
Solution: Search Prompting
I redesigned search to guide learners toward better queries, reducing trial and error, speeding up discovery, and lowering unnecessary search costs from poorly structured queries.
Impact
Better by Design. Proven in 23 Seconds.
By integrating Agentforce with intentional prompts, we gave users the guidance they needed upfront.
No guessing. No friction. The adoption rates proved it solved the real problem.
Impact
Better by Design. Proven in 23 Seconds!
By integrating Agentforce with intentional prompts, we gave users the guidance they needed upfront.
No guessing. No friction. The adoption rates proved it solved the real problem.
Ideation
02-Making "Progress" easier to act on
The existing experience made it difficult to see active courses, understand progress, and know where to continue. Progress was spread across the page, making it harder to manage multiple courses.
The opportunity was clear: Turn scattered progress into a clear, actionable view of learning.
#Pain-point 2
*Current Trailhead progress tracking functionality*
Solution: Clear Progress Visibility
I moved active learning higher in the experience and introduced a Study Plan to give learners a clearer path through their courses.
Before
After
A deliberate tradeoff!
The AgentBlazer banner took up valuable space, so I worked with the Marketing team to evaluate its role and ultimately prioritized active courses and learning tools instead.
We brought course status, progress, and next steps into one dedicated section, then introduced a Study Plan to help learners structure how they complete longer courses.
New Addition: Study Plan
For longer courses with multiple modules, I introduced a lightweight planning flow that lets learners set their learning days, available time, and reminders. The experience then translates those inputs into an estimated completion date.
The experience I shipped.
1. Quick Search + Course Notes
User and Business Impact
Improved content visibility and clarity to support user satisfaction and retention. Smart suggestions reduced decision time, driving 75% faster discovery and stronger engagement.
2. Re-Imagined Dashboard + Study Plan
Study plans and progress tracking drive a 20% lift in course completion, strengthen learning consistency, and support higher LTV.
User and Business Impact
A more focused learning experience, shaped around how learners discover, learn, and progress.
Moving Forward
What I'd have done next..
After implementation, my next focus would have been connecting employee calendars to study plans. This would make learning time visible to managers, helping them recognize upskilling efforts during performance and promotion cycles. It adds both accountability and recognition.
Proposed Design
Future Scope
Why this didn’t make the cut?
Calendar integration sat with another team, and given bandwidth, access, and timeline constraints, we couldn’t include it in the current release. The team aligned on bringing it into the next version update.
Key Learnings
A More Thoughtful Design Practice.
