MaestroQA: Integrating Natively into Salesforce

MaestroQA: Salesforce Integration

Native Integration 0 → 1 Product Lead Designer

Integrating Natively into
Salesforce

Figma Salesforce Lightning Fullstory Gong FigJam

Top QA app on AppExchange

Ranked #1 for Quality Assurance on the Salesforce AppExchange

Shipped in 4 weeks

Fully functional V1 delivered within a single quarter

Context switching eliminated

QA and coaching workflows moved entirely inside Salesforce

Stronger adoption

Significantly improved engagement versus the prior integration

Foundation for V2

Maestro components established within the Lightning Design System to support continued expansion

Problem

MaestroQA had a Salesforce integration. It just didn't feel like one.

The existing approach surfaced as a branded side panel overlay, disconnected from the environment agents already lived in. It required constant tab switching, felt bolted on, and wasn't being adopted the way it needed to be.

The existing integration, a branded overlay on top of Zendesk, not a native Salesforce experience

Goal

Design a truly native QA and coaching experience inside Salesforce that agents and managers could rely on without ever leaving the platform.

Feel native to the Salesforce Lightning environment

Prioritize agents and coaches as the primary users

Eliminate the need to switch between platforms

Ship a functional V1 within 4 weeks

Establish a foundation for future iterations

Approach

Focused on the Right Users

Shifted the design focus from a generic integration to one built specifically around agents and coaches.

Grounded in Real Workflows

Partnered with pilot customers to surface where friction was highest inside their existing Salesforce setup.

Built Native, Not Bolted On

Ramped up on the Lightning design system to ensure every component felt embedded, not imported.

Research insights

FigJam research cards from pilot customer sessions, open questions that shaped early design decisions

What I Did

Owned UX Direction End to End

Led design from early concepts through V1 alongside a PM and three Salesforce engineers.

Ramped Up on Salesforce Lightning

Mastered the Lightning design system quickly to ensure patterns felt native rather than imported.

Designed QA and Coaching Components

Built the QA feedback panel, coaching sessions surface, to-do card, and stat components within Salesforce's model.

Balanced Two Design Languages

Made deliberate decisions about which surfaces follow Lightning and which carry Allegro, Maestro's own design system.

Conducted Qualitative Research

Ran sessions with pilot customers to identify friction and validate directions before committing.

Moved Quickly Under a Hard Deadline

Drove product decisions to maintain momentum from early concepts to a shippable prototype in 4 weeks.

Design artifacts

Existing Maestro product mid-fi — the starting reference for the Salesforce translation

New concept mid-fi adapted for the Salesforce Lightning environment

Napkin sketch of the coaching session table, earliest thinking on structure and columns

Final coaching session table built natively inside Salesforce Service Console

QA feedback and coaching sessions surfaced natively as Salesforce components

Summary stat cards, unopened cases, coaching sessions, and to-dos at a glance

To-do card — coaching action items surfaced directly within the case view

Key Learnings

Designing for the right user changes everything

Realigning around agents and coaches had a direct and immediate impact on adoption and usability.

Native experiences build trust faster

The closer a product feels to the platform it lives in, the lower the barrier to adoption.

Two design languages need clear rules

Deciding early which surfaces follow Lightning and which follow Allegro prevented inconsistency and sped up execution.

Shared context accelerates decisions

The more aligned the team was on the user and the product, the faster decisions got made under a tight deadline.

The best integrations disappear

When users stop thinking about the tool and just do their work, the design has done its job.

Prototype

MaestroQA: Agent Performance - Coaching Dashboards