Level Access is a B2B company providing accessibility testing services to clients through their platform. I designed for the onboarding area of the product.
The primary pain point for onboarding was the process of adding and managing users.
TeamProduct Designer (me!)
Product Manager
Director of UX Research and Strategy
UX writer
Scrum Team
Time FrameJune. 2023 - Feb. 2024
At Level Access, I optimized user management for enterprise and new clients by improving the usability of permissions, developing net new functionality and automating adding multiple users.
By improving user management, users are able to manage their team and accounts independently, resulting in:
There are two users to consider in the onboarding process. The clients are the end users but, they are trained by the Customer Success Managers who onboard them.
Customer Success
Managers
Customer Success Jobs to be done (JTBD)
Client
(Any role in their company)
Client Jobs to be done
(JTBD)
To understand the problem further and identify issues within the experience, I conducted an analysis of the current state. From this analysis, I identified blockers and slow task completion.
The process to add users is slow, tedious and relies on internal teams.
By translating this experience to the UI, we can see that there are a lot of clicks and needed to add or edit a user.
To collect research and insights quickly, my product manager and I shadowed onboarding calls and training with new clients. By using calls with Customer Success as a resource, we were able to quickly pull pain points for this experience.
From shadowing communication calls with net new clients and collecting feedback from Customer Success,
I narrowed down the following insights:
Users find it difficult to navigate the current UI of adding permissions and will often just assign users the highest level permission.
Users often leave managing users to the internal team, increasing the amount of support calls and reducing the number of users in platform.
Enterprise clients found it difficult to add multiple users to the platform at once.
To implement this in an agile software environment, and ensure we are providing value quickly to users, my product manager and I decided to divide the problem into the three main pain points we identified from research.
Pain Point 1)
Users find it difficult to navigate the current UI.
Pain Point 2)
Users often call support to change account details.
Pain Point 3)
Users can’t add multiple people at once easily.
Phase One:
Improve the UI of selecting user permissions.
Phase Two:
Give users more admin functionality to manage their own team.
Final State:
Streamlining the process to be easier for enterprise clients
Pain Point 1) Users find it difficult to navigate the current UI of assigning permissions.
By improving the UI of assigning permissions, we can allow for more usage of this feature enabling higher retention and opportunities to collect data. To design this screen, I used core UX and design principles.
It is an overwhelming experience to sort through 142 different admin and user permissions. However, it is necessary to view all of the table results so clients can give the access they need to organize their team.
Old permissions selection
UI Analysis
Miller's Law is a UX law that describes organizing information into chunks to be easier for user's to process and understand.
Redesigned permissions selection
Application of Miller's Law
Phase One: Improving the UI of adding permissions
After working through the feedback with the design team, I created this final selection process.
Pain Point 2) Users are requesting support to change their account details for them.
After engagement in user management raised after the redesign, we looked into addressing the second pain point. Changing 50+ user emails not only requires users sending help tickets to support but, requires a back-end work by our engineering team.
I designed a flow that allowed admins to mass change the emails for multiple user accounts enabling them to manage users independently without contacting customer success.
Phase Two: Enabling admins to change emails for multiple user accounts
The process of downloading and entering emails can be a bit technical for users so I worked with a UX writer to use casual language to communicate.
By submitting a list of the new emails, the backend reads the list and changes them.
Full flow of changing emails from the users list (no error states).
Pain Point 3) Users are unable to add a lot of people at once.
Now that user management was functioning more efficiently, we decided to look into streamlining the experience further so, enterprise clients can add large teams.
By looking into security and automation options, we decided to use System Cross Identity Management (SCIM).
Pitching to Engineering & Product
Lo-fidelity sketches
Hi-fidelity screens
Final State: Implementing APIs to add existing lists of users
This functionality required two users to participate, both the client and their IT team.
As IT, I need to set-up a connection where every new account that is created in our company's accessibility team, gets automatically added to the Level Access platform.
As a client, I need to give access to all the users IT has automatically added to the platform.
The implemented solutions made the process much quicker!
Permissions UI Improvements
Change User Emails
System Cross-Identity Management (SCIM)
