Three Diagrams Architects Can’t Live Without
Diagrams are an essential tool that architects use to visualize processes, align stakeholders, and communicate implementation details. They are so important that the Salesforce Architects team has invested in building a Template Gallery full of pre-built diagrams that you can use to get to work fast. But what diagrams should you be using in your project? In this conversation with seasoned architects Melissa Shepard and Johann Furmann we’ll explore their go-to diagrams and lessons learned from the field.
Susannah: What diagrams do you use over and over in a project?
Melissa: System landscape and user journey map, definitely.
Johann: User journey map, business capability map and system landscape.
Susannah: Can you give us a quick definition of a user journey map?
Melissa: A user journey map is a visual representation of a user’s interactions and experiences with a product, service, or system over time.
Susannah: Why is this a diagram you can’t live without?
Melissa: Creating a user journey map at the beginning of a project is crucial because it helps you understand the customers needs and pain points. It’s also a great way to scope a project and this artifact can be used to get alignment with the entire team.
Johann: I agree, every solution has to be built for the user. A user journey map helps me understand the steps and actions a user takes to reach their goal.
Susannah: Before we go any further, I should note that we started our conversation here, there isn’t one “correct” order to create these diagrams in. If you’re working on a project that’s already scoped then a journey map is a great place to start. But if you’re an enterprise architect working on an overall business transformation you might start with the capability map, then go to a system landscape to assess your current state.
Susannah: What stakeholders should be involved when creating a user journey map?
Melissa: All journey maps start by mapping out the steps involved in delivering value to a customer. Any stakeholder involved in those steps should be involved.
Johann: Stakeholders for your journey map will span multiple teams. Creating this diagram is a great way to bring together stakeholders that don’t usually talk to each other!
Susannah: Are there any things that architects should avoid when starting a user journey map?
Johann: Keep it simple! It’s easy to get overwhelmed by all the templates and possibilities. Putting down the phases and actions of a User for a given scenario is already a great step forward.
Susannah: What diagramming tool do you use for your user journey maps?
Melissa: I often find myself drawing it freehand on a whiteboard or on paper.
Johann: I have been using PowerPoint so far but I am currently practicing my Lucidchart skills.
Susannah: Funny you should say that, I was just experimenting with a user journey map using the Salesforce Diagramming Framework.
Melissa: Nice!
Johann: That looks like a great starting point, maybe it can be added to the Template Gallery? 😉
Susannah: I’ll work on that! 😄 OK, next you mentioned the business capability map. Why should architects be creating these?
Johann: IT Architecture is a service function by definition. We help business do their job using software. A business capability map is the first step of understanding what the entire organization needs. It helps to identify gaps and overlaps.
Melissa: A business capability map is a valuable tool used at the beginning of a project because it helps align the team around what matters. By mapping out the business drivers, you can ensure that the project’s scope and goals are in line with what the organization needs to achieve.
Susannah: Do you have a template you like to use for your business capability maps?
Johann: I start by using the business capability map template on architect.salesforce.com, I start by customizing simple things like adding the customers logo and business drivers.
Susannah: I like that approach, then you could have a working session to start filling it out.
Johann: Exactly! You’ll want to bring together cross-functional business leadership and subject matter experts (SMEs) for each business driver. You’ll also need stakeholders from IT who can map out the high-level product positioning.
Susannah: Any tips you’ve found for building great capability maps?
Johann: I have to stop thinking like a Salesforce architect but like a business architect. A business capability map is the what and not the how.
Susannah: Yes, it’s important to remember that this diagram is not about implementation. It’s the “art of the possible”.
Susannah: Do you keep these updated throughout the life of a project?
Melissa: Yes. Also, beyond the immediate project, a capability map can be used for long-term planning. It helps the organization understand where it wants to go and what capabilities it needs to develop or enhance to stay competitive.
Susannah: Last but not least, we have the system landscape, a level 1 documentation and implementation diagram. What should we know about system landscapes?
Melissa: A system landscape is a visual representation of the various systems, components, and their interactions within an organization’s IT environment. Creating this diagram allows me to understand the current state of the IT infrastructure and identify dependencies.
Johann: The system landscape is at the center of my delivery. A Salesforce implementation is never alone but always part of a larger landscape. To build a solid system landscape you’ll need to work with IT stakeholders across your enterprise so you can identify and gather appropriate details on the systems connected to Salesforce. This is crucial for project success.
Susannah: What value do your customers get from the system landscape?
Melissa: A system landscape diagram helps my technical teams identify dependencies between different systems and components. This is critical for assessing the potential impact of changes or enhancements to one system on others. It helps in managing and mitigating risk.
Johann: Often times, the customer is surprised themselves about the number and complexity of interactions between systems to make a business process work in Salesforce. Every integration, every adoption or even just retirement of a system must be part of architecture, scoping, planing and risk management.
Susannah: What is one common pitfall you see architects make when designing a system landscape?
Melissa: Architects often go too deep but not wide enough. System landscape is not the place to discuss specific integrations but to talk about stay on a high level. Furthermore, it’s really easy to forget or ignore systems.
Susannah: Can you share an example system landscape you can share with us?
Melissa: I like to use the system landscape diagram on the Salesforce Architects website as a starting point.
Susannah: Any final advice for architects looking to build great diagrams for new or existing implementations?
Melissa: The three diagrams we covered should all be included at the beginning of any project. Starting with these diagrams will help improve the success of your project overall.
Johann: The first, keep it simple! Regularly I feel overwhelmed by all the diagrams, templates and details. It’s better to have a clear and simple diagram than no diagram at all. And secondly, practice, practice, practice! As kids we learn reading and writing by starting small and working our way up. I like to do the same for my diagrams, practice on small examples. Don’t wait for your next big project to create all these diagrams. Head to your diagramming tool of choice and start experimenting. This way you are ready when the time comes.
Interested in learning more? Explore the Diagramming Framework resources on architect.salesforce.com.
About the Authors
Johann Furmann has a career that spans consulting, product management and architecture. During the last several years, Johan has spent his time between coaching future Certified Technical Architects (CTAs), developing AppExchange products and architecting Salesforce solutions.
Susannah Plaisted is an Architect Evangelist at Salesforce. She is passionate about empowering and inspiring Architects and ensuring they have the tools and skills they need to build better solutions.
Melissa Shepard is a Certified Technical Architect,, 35x Salesforce certified, Managing Director & Co-Founder of Estarei a Salesforce Consulting Partner, founder of ScaleUp Archs & Architect Ohana Slack, Mulesoft Ambassador, Marketing Champion and is an organizer for multiple Dreamin’ events.
