Discovery: user permissions
Discovery: user permissions
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About
About
As Infogrid scaled, its existing permissions structure became a reason for frequent customer complaints and concerns regarding information access. Due to the complex nature of the problem space, this discovery aimed to understand the impact of the lack of permissions structure in each Infogrid product, assessing the urgency of the issues and highlighting any missed opportunities.
Role:
UX Designer
UX Researcher
Objectives:
Map out the problem space
Gather feature requirements
Test potential solutions and validate new hypotheses
Outcome:
A set of validated hypotheses and a confirmed design direction for a solution that works for all types of customers.
Artefacts produced:
User journey map
Summary of stakeholder interviews
Competitor analysis
Two interactive prototypes
Summary of user testing sessions
Process overview:
1. Learn - Stakeholder interviews & competitor analysis
2. Focus - Define the scope of the solution
3. Ideate - Solution exploration & design
4. Test and learn - User testing
Process
Process
1. Learn - Stakeholder interviews & competitor analysis
1. Learn - Stakeholder interviews & competitor analysis
Through carrying out internal stakeholder interviews the team learned that the way permission are mapped in the Infogrid platform is suboptimal for both internal teams and users. Four broad problem themes were identified:
Structured permissions and visibility of information are poorly managed
There is an unmet need - the ability to manage permissions across multiple organisations
User management is not scalable
There is no consistent way to easily share temporary access to parts of the app or slices of content
Interview feedback mapping and grouping
The competitor analysis covered nine platforms with similar levels of product complexity to Infogrid (e.g. Hubspot, Salesforce, Shopify). After reviewing the different permissions experiences, I plotted common features and capabilities onto an axis demonstrating a level of granularity and customisation. The artefact produced facilitated the team's decision-making process in choosing a direction for the solution.
2. Focus - Define the scope of the solution
2. Focus - Define the scope of the solution
To narrow our focus, we considered business drivers, feasibility and effort required to make a valuable change. We chose to first focus on one of the mentioned problems - Structured permissions and visibility of information is poorly managed.
This was selected because:
Restricting access to features, not just access to buildings, is key for our partners to roll out the Infogrid platform to their customers
This area needs to be solved first before tackling other themes
This could be delivered without rewriting entire permissions backend
3. Ideate - Solution exploration & design
3. Ideate - Solution exploration & design
As a result of our research to this point, the team agreed with my proposed suggestion to explore two different approaches and find which one caters better for our customers' needs. The second product designer and I created a different prototype each to test our hypotheses:
Prototype one: Granular and pre-defined permissions - with the goal of making the permissions setup as easy as possible by providing predefined permission levels.
Prototype two: Granular and customisable permissions - the goal of this prototype was to give users as much flexibility as possible and ease in deciding each new account's level of access.
4. Test and learn - User tesitng
4. Test and learn - User tesitng
Both concepts were tested with 6 users; customers, partners and internal Infogrid users. The key learnings from those sessions were:
The concept of pre-defined permissions won’t work
Users appreciate the flexibility when setting up permissions because not all roles have the same level of responsibilities in different organisations.
According to the users we've spoken to, the biggest issue we would be solving by introducing more granular user permissions is showing only relevant information and the right level of access to buildings to their users
Image gallery
Image gallery
Notes & Resources
Notes & Resources
I can share further, more detailed images upon request.
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