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Dozuki • 2024 • 12 weeks
User Management
Reducing inactive accounts from a department from 80% to 90%
*This project consists of few new UI components that were added to the design system
Problems
Problems
Customer Problems & Why
The current design is not scalable for our customers. The UX was adapted from a consumer application, resulting in incompatibilities and customer frustrations. After sorting through customer feedback and talking to customers we landed on 4 main problems.
1. Inefficiency - Being able to see scan and filter based on user based data and customer's needs.
2. Managing Inactive Users - Manufacturing is a high turnover industry, our customers create users that are not active for a long time.
3. Tedious Actions - Again, a lot of wasted time doing tedious single user actions if 50 employees quit within a quarter.
4. Lack of Information - The current experience can only show 4 pieces of user attributes before UX becomes inefficient.
Customer Quotes
"I can only see 5 users at a time before needing to switch views. Managing my team of 20 people becomes difficult because I’m constantly clicking around."
"I have to manually remember to remove inactive accounts because there is no way of figuring out user activity across the platform"
User Types (Privileges)
Dozuki is operating under an all-or-nothing permission system. For this project, the team opted to stick with these two roles to move quickly, as adding new user types would require significant lift.
Admin - Being able to anything and everything in the system.
Users - Generic users who can ONLY view content created by admins. Admins can give permission to a specific feature for a single user.
User Types
Reqmts & HMW
Requirements & HMW
Requirements
After initial overview meeting with product and engineering we defined and set requirements for this project.
1. CANNOT create new user types - Keep user type admin and user.
2. Easy for customers find users - New customers can come and easily understand how this new access control works.
3. Keep functionality - Being able to view user and all the attributes in the current user management page.
4. Scalability - Being able scale later for future improvement that engineering can easily implement.
HMW
How might we design a user management experience for enterprise customers that is both efficient, accessible and scalable?
Existing Experience
User Management Page
User Details
"Teams" or User Groups Page
Team Details
Existing Experience
Ideation
Ideation
Ideating with Product and Engineering
The product and engineering teams recognized the problem. I facilitated a white-boarding session to brainstorm and develop solutions to address customer challenges.
Measuring Success
To measure the success of the designs and ensure team accountability, I collaborated with the product manager to establish key quantitative and qualitative metrics.
Quant Metrics
1. Reduce "inactive accounts" - who haven't logged in for at least 6 months from from 20% of total to 1% of total users.
2. Reduce number of frequently used single user actions. Example: Add to teams action.
4. Increase SUS (System Usability Scale) score from ~10. Yes, there was a low bar. Get at least 50.
Qual Metrics
1. Positive feedback from customers during our monthly customer feedback calls.
2. Post release surveys and interviews. Get information if the design is easier to use.
Initial Ideas
Banner with auto-suggestions
Expandable card view with sorting and filtering
New Data table experience with filtering, sorting
Mini dashboard stats
Designs V1
Designs
V1 Designs
A new data table with user's name as the primary attribute
Filtering experience (Starting with single select)
UX is scalable as more information is added
Bulk actions for N users
View teams and organize users into a team
Bulk actions across N teams
Results & Learnings
Early Customer Release Feedback
The team received excellent feedback after the release. As a result of this project, administrators can now audit users more effectively and organize them into teams with fewer clicks and less effort.
Hitting Our Success Metrics
✅ SUS 10 > ~52.
✅ Reduced tedious actions by 10x.
🛑 Inactive accounts from 20% > 10%. Goal was 1%.
Surprises
Few customers didn't know why some of bulk actions were greyed out. We only grey out bulk actions until some of the rows are selected to an action on.
Few customers wanted to take bulk actions based on the current view instead of the current selection.
Results & Learnings
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