Admin tool for internal teams
Role
Lead product designer
Team
1 designer (me), 1 product manager, 1 tech lead, 3 engineers
Timeframe
June 2022–August 2022
A little background
Thrive Global’s mission is to diagnose burnout before it takes hold and provide science-backed solutions that help employees take action.
The admin tool is used by internal Customer Success, Customer Support and Implementation teams to set up customer accounts and configure their access to the Thrive app.
Business and technical problem
We were in the process of switching from a legacy database to a new identity provider (IdP).
Our current admin tool would be deprecated in the next 4-6 weeks.
Goal
How might we
Enable Customer Support and Implementation to go from contract signed to company onboarded as fast as possible
Plus
Keep all existing functionality while we transition to a new IdP
Address usability issues
Design a modular, extensible framework for future features
Research
Understand the technology
Due to the new data model of our identity provider (IdP), we were changing relationships in the database schema.
Ex: We changed Walmart Associates, Walmart Executives and Walmart SSO from a [company] value to a [group] value
Understand the users
I interviewed users in various roles across departments to find their problems and pain points.
People feel heard, are kept up-to-date of progress and are guided through the process.
Identify patterns
I identified common problems and categorized them based on patterns.
Resulting themes
How might we categorize information to improve findability?
How might we enhance usability and help users avoid slips and mistakes?
Design
Rough mockups
I made rough sketches of the new framework, and involved my team for feedback and collaboration.
Plugging in real data
I used real data, addressed pain points from user research and aligned with the new data model.
Validating designs
I created prototypes and tested the designs with users to make sure we are on the right track.
I had users complete their 3 most common tasks using the tool and measured their success rates.
Feedback
Insights
Because of the new data model, we renamed and removed some datapoints.
We need to educate our CS team about the new data model and explain the resulting impacts.
Feedback
What is a subscription?
What are the rules behind license counts?
Updates based on feedback
I integrated learnings from usability testing and added a new tab dedicated to license count and utilization.
New requirements
Working at a fast-paced, high-growth startup
Previously, our customer success team had to assign content to each new company manually.
Now, new companies automatically receive default content. Any further changes should be made in our new CMS.
Design changes - before
Before
After
We were able to remove all of the content editing cards from the page, but this made the company detail page almost useless.
Design changes - after
Before
After
I brought over the cards from “Company settings” tab, renamed it to “Identity Settings” and created a company detail view that showed all Identity settings and another tab for License usage.
Final designs
The original dashboard was clunky and hard to use. The new dashboard gives internal users an easy way to search for a customer, view or edit their identity settings, and see metrics on how they are engaging with the Thrive app.
Customer Success - Customer Support
Support for Customer Support
Users sign up for the app using their company email, password and group code. Users who forgot their group code account for more than 31% of support tickets.
To close support tickets quickly, CS must search for the user’s company and their group code based on their access.
Added descriptions for group/sign-up codes for easy ID
Customer Success - Customer Support - Implementation
Improved customer search
Find companies like CliftonLarsonAllen with “CLA”
Up-to-date, cleaned and deduped data enables creation of company relationships, e.g., Salesforce > Slack
New self-serve features like CRUDing companies, no longer sending requests to the identity team
Customer Success - Customer Support - Implementation
No more slips
Added a persistent customerID and a fool-proof way to copy
To onboard companies, implementation managers must copy a customer’s ID and enter it into our database.
They would often select the identifier at the end of the URL and paste it in. Slips were common.
Implementation
Integrated customer data
Integrated our Google Analytics dashboard for adoption and usage metrics
CSMs often responding to customer requests for usage metrics because we do not yet have a self-service dashboard that allows customers to access this information on their own.
Customer Success - Customer Support - Implementation
Modular, extensible framework
Created new components, rules and states based on our design system
As I transitioned to another team, I wanted to ensure the reliable development of future features.
Company list (Home)
Company detail - Identity settings
Company detail - Licenses
Business results
The tool supports new settings and is now the one-stop shop for managing our Thrive for Call Centers configurations.
Kept all current functionality
Created an extensible framework
Positive feedback from users
I'm glad admin [dashboard] is looking great. When I joined, people wanted to use retool.com. My argument was that if we use the same stack for admin tool, we don't fragment people's training and skillset, and looking at your design, looks like its working.
– Francois, UX Engineering
Thanks for the thoughtful work you’re doing on this tool, I really appreciate your passion for usability🙏
– Marie, Customer Support