10 User Experience Issues in Lightning Experience that Need Fixing

10 UX Issues in Lightning Experience That Need Fixing (1)As a user of Salesforce for seven years, I’ve grown accustomed to Salesforce Classic, but have embraced Lightning Experience as much as possible, working to be an advocate for the new user experience and overall platform. While there are so many positives and exponential potential with the platform, as an end user and Administrator, I’ve run into many frustrations while using Lightning Experience.

The majority of these frustrations have to do with the overall user experience which can make Lightning Experience unproductive. Here are my ten most frustrating user experience issues in Lightning Experience.

1. Lack of Text Wrapping – FIXED!

UPDATE: The Winter ’18 release brought the ability to do text wraps on search results, related lists, and list views. While I’m calling this one  fixed, it would be nice if the columns were wrapped by default.

One reason that Salesforce Classic is so productive is that related lists allowed for text wrapping of fields. With up to 10 fields per related list, field truncation would have been easy, but Salesforce Classic wrapped text based on the size of the browser window so that the full text, of say, the name field, is visible. This, of course, makes selecting a record very straight forward.

Projects-Classic-Text-Wrap

But look at how Lightning Experience handles the very same related list.

LEX-Projects-List-View

There is no text wrapping at all. As more fields are added to the related list, the amount of text shown in the record name field column decreases. As you can see from the hover card, there is no additional insight into the project name because it’s not wrapped. Clicking View All doesn’t always solve this problem either. In my experience, I resort to either creating a list view or report or clicking to open each record to find the one that I want.

Vote for text wrapping in related lists on the IdeaExchange: Wrap Text on Related Lists in Lightning Experience.

2. Time to Propagate Configuration Changes

As all Salesforce Admins who use Salesforce Classic know, a configuration change can be made on the fly, and the changes are applied in real time. This isn’t always so in Lightning Experience. In most cases, I’ve had to refresh a page multiple times to see the config updates.

With Spring ’17, I’ve noticed that edits to Lightning Record Pages can take several minutes before seeing the changes reflected on the actual record. For example, I updated the Projects related list hover details before taking the screenshot above, but it took nearly 10 minutes and many refreshes of the Account record to see the changes reflected. Here’s what the Project related list’s hover card looks like now.

Hover-Cards-Updated

3. Save Report Instead of Run Report – FIXED!

UPDATE: The Winter ’18 release brought an all-new Lightning Report Builder in beta and it brings back the Run report option so you no longer need to save the report before running it!

Salesforce Admins live in reports. The majority of the time, the reports we generate are never saved; they are a one-time use for a specific purpose at that very moment, never to be used again. In my use of reports, I use them to perform audits or get a total record count for an object, et cetera.

Save-Report

Lightning Experience doesn’t let users create these throwaway reports without saving them first. So now, as an Admin (or even end user), I need to remember to go back and delete the report. A simple workaround is to create a “Trash” folder which the report could be saved to, but this seems like an extra and unnecessary step.

Vote on this idea to bring back the Run button! Lightning Experience: Run Report Without Saving.

4. Background Record Page Loading Time

I use tabs like crazy in my Salesforce orgs. At any given moment, Chrome has at least 5 Salesforce windows open for the org I’m working in. Salesforce Classic allows me to open links in a new tab, and when I navigate to that tab, the record page has already loaded. Super!

Salesforce Classic Open In New Tab

But in Lightning Experience, while it’s getting better, records don’t open in the background that quickly, if at all! Usually, it takes several seconds for the record to load once I’ve clicked on the tab resulting in precious time wasted.

Lightning Experience Open in New Tabs

If the overall speed of Lightning Experience is frustrating, vote for this idea on the IdeaExchange: Lightning Experience LEX – lightning speed please!

5. Open in New Tab Within Setup

When working in Salesforce Setup, not all of the Setup menus have been updated to Lightning Experience. The Salesforce Classic UI doesn’t operate the same in Lightning Experience as it does in Classic. Here’s an example.

Let’s say that I am using Lightning Experience and I want to update a couple of profiles. In Salesforce Classic, I would navigate to Profiles, then open each of the profiles I want to edit in a new Chrome tab. But, in Lightning Experience, if I try to do the same thing, the tab opens but displays nothing. Profiles-Blank-Tab-1

So I either need to duplicate the Profiles tab for each profile to be edited and click into the profiles from the new tabs, or click into each profile in a single tab, make the updates, then navigate back to the profiles list.

6. Chart Oddities

It’s not always immediately noticeable, but some strange reporting chart oddities can be found in Lightning Experience which, once noticed, prove to be quite an annoyance. Here is an example provided by Jorrit Droogsma in his IdeaExchange post on the topic.

rtaImage

rtaImage-1

These charts are identical with the first being from Lightning Experience and the second from Salesforce Classic. Notice how the axis is scaled differently in Lightning Experience? It has an impact on how the chart is leveraged.

Here’s another example from my friend Matt Bertuzzie; it’s the same chart with the left side showing the chart in Lightning Experience and the right side showing the chart in Salesforce Classic.

donut-chart

He says, “I know a donut chart sums to 100%. How is this useful at all!” Agreed Matt, agreed.

7. White Space Galore

I’m a fan of white space in design, but there are areas of Lightning Experience where there’s just too much of it and in strange places. For example, here’s a contact record in Salesforce Classic.

Contact-in-Classic

And now the same contact in Lightning Experience.

Contact-in-LEX

Notice those huge gaps before and after the email field? Salesforce appears to be maintaining the data structure of the page (Email appears to the right of the Account Name field when viewing the record) but, because of the three fields that make up the Contact’s name, there is a lot more white space with no easy solution to alter this.

Here’s an idea to vote up: Too much white space in Lightning UI.

8. Limited Color Contrast – FIXED!

UPDATE: In the last few releases, Salesforce has increased the color contrast, and with the Spring ’18 release, allowed for org branding which further enhances the contrast of the page.

One thing that I think Lightning Experience has is a good overall design. It’s clean and feels modern. But, I almost fee like there isn’t enough color contrast. After using Lightning for an extended period, my eyes find it refreshing to click into Classic to view records.

I’m not a UX designer, but I feel like the fields could be a bit more called out, and the contrast between field labels and field values could be better clarified. For me, the text can start to blur together after a full day of use.

If you want more contracts in the colors of the UI, here’s another idea to vote up: Lightning – Increase Contrast between Text and Background.

9. Sorry to Interrupt – MOSTLY FIXED!

UPDATE: Salesforce has reported that this error has been significantly reduced over the last few releases. I’ve noticed that this is the case, and they continue to work on making the system less error prone! Thank you, Salesforce!

We’re all use to systems producing some error messaging, and I understand that Salesforce wants to collect more accurate user feedback for errors which is why this screen is so important. But, it is intrusive in that it’s a full-screen overlay and, in some cases, the error has presented itself multiple times for a single error. I end up clicking the “x” or “OK” button multiple times for the same error as a result.

Sorry-to-interrupt-2

There’s got to be a less obtrusive way to ask for feedback.

10. Stay on the Same Page When Switching to Classic

Lightning Experience has closed the feature gap (in Sales Cloud at least) quite a bit. But every so often, users need to navigate back to Salesforce Classic. For example, in my usage of Lightning, there are records in my production org that require manual sharing. But, manual sharing isn’t a supported feature in Lightning Experience right now.

If I’m on a Salesforce record, and I realize that I need or want to switch back to Salesforce Classic, the current page I’m on in Lightning should be the page that loads when navigating back to Classic. The fact that switching between Lighting and Classic requires retracing navigational steps to access the record is a productivity killer.

Here’s an idea on the IdeaExchange for this very thing: Switch between Lightning Experience and Salesforce Classic – stay on the same record.

Have you found other frustrating or odd user experience issues in Lightning Experience? Share them with me by posting a comment below!

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erik nelke
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erik nelke

Great post Brent! I think the list is long for LEX improvements. I post these two to a thread in the ButtonClick Admin group. Updated it a bit here. Users are really scratching heads about creating a contact from the account – no more address auto-fill. Users have to re-type the address OR the admin has to write a flow or process to do it. It’s one of those common sense things I think the missed and it needs to be addressed soon. ….then create Opportunity from Contact – the account doesn’t carry over… Users have to re-select the Account!… Read more »

Jolene White
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Jolene White

Great post!

Bryan Barajas
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These reasons (as well as a handful of others, I’m sure) are why I refuse to move to Lightning Experience. I will stick with Salesforce Classic for a while.

Rebecca Glasser
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Rebecca Glasser

Great to see you back Brent! Thanks for this post. We have yet to move to Lightning because we’re on the Service Cloud, and Salesforce is just starting to move Lightning to the Service Cloud. That being said, I keep hearing things that make me glad we’re on Salesforce Classic. This post just confirms my decision.

Greg Glaser
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Greg Glaser

Amen on number 5, Brent! Considering how much SF is enforcing JavaScript prohibition on the front end, I find it a little baffling that there’s JS all over the setup tree.

Robert Boyd
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Great post, Brent! You nailed it on all 10 items, but not being able to simply ‘Run Reports’ and the inability to open certain things in new browser tabs are the ones that have bugged me the most. I sometimes get a little nervous for the future of Lightning, but this kind of constructive feedback is what will help things improve.

Tara Ogle
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Tara Ogle

Number 10 is soooo annoying! Especially because not all admin features are available in Lighting so you have to switch between the two.

chris
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chris

LEX definitely has challenges – but to every customer that flat out “refuses” to consider moving to LEX, Salesforce isn’t changing Classic anymore – and given the price of licenses, you are probably doing your organization a disservice by continuing to pay license fees on a product that gets no discernable updates for your user base.

Mike Rosenbaum
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Mike Rosenbaum

Brent thanks for the feedback keep it coming. Please make sure you are on the latest version of chrome. This should fix #4.

Stefanie Causey
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Great post and a strong summary of some of the most annoying issues with LEX. We are an early adopter of LEX and I can say though that our sales team LOVES the new interface and feels that the gains far outweigh the unsupported or quirks in the UI. I’ve been in the Salesforce ecosystem for right at 10 years now and believe me this is normal operating procedure for Salesforce when they push major changes. They will put what works out there on their committed dates, then follow shortly thereafter with the missing functionality. If previous experience weighs out,… Read more »

Jorrit Droogsma
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Hi Brent,

Great post with some strong examples where improvements are needed within LEX.

Also thanks for linking to my Idea, i’m seeing new upvotes since this post!

Kirsten Jury
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Kirsten Jury

100% agree with the post, I find it frustrating that from Setup in LEX I cannot return to home without having to open up a new tab or go back to the previous tab. I want to start moving our org to LEX, alas until some of the basic things are fixed as you have shown, we cannot advocate to users. You certainly have highlighted my key bug bears, the reports and not connecting contacts/opportunities/accounts. This should be basic functionality.

Darrell
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Darrell

G’Day Brent,

Great article but were you trying to be ironic by having your links to the Success pages NOT open in a new tab?

Cheers, Darrell

Nic Mitcham
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Nic Mitcham

Hi Brett

Great Post! Is there a link to Vote Up issue 2 at all? TIME TO PROPAGATE CONFIGURATION CHANGES

Gita Kulkarni
Guest

I’m so glad you had the courage to verbalize this and I hope it falls on productive ears. I couldn’t agree with you more. I have been implementing the Salesforce product since 2006. The admin setup is clearly a frame within a frame and my poor nearsightedness cannot even admin in the new interface. I know they were developing this for like 2 years before they released it, but I don’t even think 2 years after it’s release it’s ready for prime time. I literally need to go back to classic for swift buildouts and even to have users process… Read more »

Shawna Wolverton
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Shawna Wolverton

Brent, THis is a great list. Like all of the feedback we get on Lightning, this definitely got the attention of the Lightning core team here at salesforce. I see that Mike responded to one of your points – I wanted to tackle the others. 1. Text wrapping – We are in the process of looking at text wrapping across the Lightning application with our awesome UX team. Expect to see this addressed in a future release. 2. Time to propagate changes – Have you ever heard the one about the hardest thing in computer science beng cache invalidation? We’re… Read more »

Matthews Barros
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Matthews Barros

Hey Brent,

Thanks for putting this list together. I’m still reluctant to switch to Lightning. Today, September 2017, do you think they fixed the problems you raised?
Thanks!

Patrick Maxwell
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Patrick Maxwell

I love this article as an admin moving towards Lightning. I’ve added an Idea to the Idea’s community that I feel like addresses issue #5, at least when dealing with objects, my Idea doesn’t directly address if you were doing work on the “Home” tab, but same logic would be applicable here. SHAWNA WOLVERTON’s message says this was addressed in the Summer release, but I don’t see a way to open new setup sub tabs.

Here is a link and hopefully they will figure something out.

https://success.salesforce.com/ideaView?id=0873A000000TsLFQA0

Drew Bellavia
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Drew Bellavia

I’ve been trying for months to like LEX, but Lightning is horrible as a user. Just horrible…and people thought classic was bad! Salesforce management, Admins and Developers should be forced to do 3 weeks (80 calls/day+) on this thing prior to touching ANYTHING. The cutesy cartoon animals would disappear, that’s for sure.

But as they say, the software is sold to Executives, not users. Horrible.

Bo Thompson
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Bo Thompson

Great Post. Definitely some UI/UX issues with Lightning. These are some great examples. I’ve voted up many of the ideas. Thanks for posting this.

Kevin McAuliffe
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Kevin McAuliffe

Someone may have already mentioned this, but for # 2, you can disable caching. Not recommended in production, but we typically disable caching in sandboxes so that we can do rapid testing when performing configuration changes.

Setup > Session Management > Enable secure and persistent browser caching to improve performance

CHANDU
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CHANDU

WHEN DO YOU LOGIN TO SALESFORCE WE SEE SETTINGS AND LOGOUT OPTIONS i WANT TO HIDE SETTINGS FOR SOME USERS BUT i COULDN’T DO . dO ANY NOW ANY ALTERNATE WAYS TO PREVENT USERS FROM CLICKING ON SETTINGS

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