Overview
About the Project
I'll walk you through a challenging and rewarding UX project that I led to redesign the user management system to a provider of advanced technology and solutions for banks and financial institutions.
My ROle:
I collaborated with a ux designer managing all the aspects of UX & Visual Design
Interviews
Competitors research
Wire framing
Visual design
Usability testing
A Unified User Administration.
THe Process
Understanding the context
Stakeholder interviews
Identifying pain points of users
Brainstorming different ideas
Wire framing
User testing & Evaluation
Research Phase
Desk Research:
Interviews/Observations
Participants:
We coordinated with Stakeholders, Product managers from different products and engineers (who are mostly involved in deployment) and speak with users. Interview conducted were semi-structured in nature
Interviews script:
Whats the context?
What are your major tasks?
What is the problem with current user management system?
How would it help if we have a common UM for all the products?
What challenges you face in UM while deployment of a product in a bank?
What are the steps taken to add new user and remove the user?
Observations:
Observations were conducted to get an understanding of current workflow to study the process and steps taken against various scenarios.
White Boarding
A session with Product and engineering team
Understand different workflows on different products
Complexity in switching roles on different products
Profile based access across products.
Current State
User
Management
User Master
Adds User details
Entity
Role Master
Add Role details
User Profile
Selects Role
Selects User
Entity Mapping
Role Menu
Password Parameters
Use Case Scenario
Custom Access Configuration: Administrators must customize user access based on individual product requirements.
Module-Specific Permissions: Users with the same role may require different access levels to various modules within different products.
Product-Specific Reporting Hierarchy: Users can have distinct reporting managers for each product they use.
Profile Activation/Deactivation: Administrators need to quickly activate or block user profiles based on product-specific needs.
Cross-Product Status Monitoring: Administrators must monitor user statuses across all products for effective management.
Problem Space
Issues Found
Tedious User Management: The current solution involves multiple, time-consuming steps for adding or removing users.
Complexity with New Products: Integrating new products would complicate the system further.
Lack of User Role Overview: The system lacks a clear overview of user roles and menu access.
Unclear User Availability: User availability status is not easily visible.
Limited Customisation: The system offers limited customisation for user profiles.
Design Goal
Reframing the problem
Design a unified user management system that streamlines user administration, integrates new products effortlessly, enhances user privilege visibility, ensures real-time user availability, and supports extensive customization for diverse product needs.
Brainstorming
Sketching initial ideas
In our initial designs, by merging product, role, and user screens into one.
Positive feedback:
Streamlined user setup
All user info on a single screen
Negative feedback:
Cluttered screen
Complex role addition
Admin unable to add users
Complex user rights assignment
Complicated task flow.
Journey mapping
Identifying use case
During deployment:
Admin can upload employee management system details in format as per products separate Roles and Users
Adhoc:
If bank admin wants to create a new role
Admin creates the role add menu access
If bank admin wants to add user with existing role with access multiple products
Admin creates the user
Selects product and map it with role
On Profile access he can get the overview of user across products
If bank admin wants to give additional role access (Creator/Validator)
Admin edit the user and edits the menu access and add new access
On Profile access he can get the overview of user across products
User Flow
Wire Frames
Iterating user interface
We moved on to designing the interface of the application, We wireframed all the screens and conducted a testing
Expert Evaluation
Exploring different layouts
Issues: Varying profile details among different banks, adding more information to the details section would complicate matters.
Issues: Users can easily switch to adding new applications or editing information through access, which may not be intended.
Conclusion
In brief, we're in the development and testing phase of a unified user management system for enterprise solutions. While it offers potential benefits, it's crucial to tailor it to market needs. Scaling it to encompass the entire solution will necessitate adjustments to our development framework and structure. We plan to take a gradual approach, integrating more products into this unified system to ensure a seamless and efficient transition once the development and testing phase is complete.
Additional discussion
Points which are not covered but could be worth discussing in person
Usability testing
Product strategy & Project timeline
Internal design critiques and feedback
Design guideline