ScheduleUX Admin Portal
What's the problem
As ScheduleUX has grown, the Admin Portal has fallen behind and no longer meets the business' needs for managing users, restricting access to customer data, and supporting the day-to-day activities of employees.
Specific Issues
1.Offering promotional benefits and addressing account issues for customers is unacceptably time-consuming (generally 3-5 minutes per task).
2.When an employee makes changes to an account, those changes are done by directly editing database-objects, which is risky and highly error-prone.
3.As there is only one 'employee role' in the admin system, employees share unrestricted access to all user-data, which is a SOC compliance issue.
4.Marketing and growth efforts are being postponed out of fear that ScheduleUX lacks the capacity to keep up with an unexpected influx of service requests.
Why are they problems?
1.Display the right Data. Each role has different data-access needs, and functionality-requirements necessary to perform their job duties. All employees utilize the same portal but have differing access to data and features depending on their roles.
2.Data security. Our goal of protecting user privacy and in adherence to data-security best practices, access is restricted to user-information and functionality except where it is specifically necessary for performing the duties associated with each employee's role.
3.Time, effort, and efficiency. The Admin Portal supports employees by streamlining workflows. How easy is it for an admin to navigate through the site? (Steps) How long does it take to locate a user? (Time) How long does it take to extend their service?(Time) How difficult is it to perform an action in adding a note? (Steps)
4.Chance to make an error. Each role involved in customer-management needs access to the customers' data to verify their identities and to ensure they are reviewing or modifying the correct user-accounts. There needs to be validation of input.
My Work
1.Determined business requirement.
2.Clarified admin's roles, responsibilities, and restrictions.
3.Defined each admin's tasks.
4.Decided what data was shown and could be modified to each role.
5.Produced lo-fis for user list, view/edit user.
Outcomes
Reduced task-completion time for typical tasks by 83% on desktop, and by as much as 95% for admins using mobile devices.
Eliminated the opportunity for input errors when making changes to user accounts by developing a UI with appropriate controls for every use-case.
Streamlined workflows to increase capacity for ScheduleUX admins, eliminating the need for additional staffing.
Improved data-security with role-based limitations on customer-data access and by restricting access to hosting accounts and databases.