Focus of the project: Redesign of user and team management experience
My role: End-to-end product design
Success criteria: Reduction of support tickets, reduced time for onboarding and management of users and teams
Previous flow:
While redesigning the Citrus Client platform, I worked on rethinking and improving the user and team management flow to bring it to the Epsilon Retail Media Platform. It was a complex system with multiple flows that involved several other systems: authentication, email management, user interface, and the admin part.
Previous onboarding, team and user management
Discovery and findings:
I collected the feedback from several key user groups via discovery interviews: advertising operations, engineering, platform maintenance, sales and the email management team. I also analysed the current flows through extensive research of the Confluence documentation and previous user interviews stored in Dovetail.
Main findings and pain points:
-Currently, user information is stored per namespace, which causes duplications.
-A new authentication system was added in some places, but not the other - this has left some legacy code/experiences that don’t align.
-No internal admin role - some users have to be manually added to tens of teams, which is very time-consuming. Also, sometimes this causes the landing page to crash.
-Onboarding emails are only in English - this means that people who do not speak English cannot onboard.
Onboarding process
-The onboarding process is long and complicated, where the user has to jump between several interfaces.
-25-60% emails are getting lost. Either due to going to junk, being blocked, or unknown issues with the email system.
-Unsure why we have pending invitations as a separate step, and users have to accept that manually to start using the system. But everyone agrees that it is an additional effort in the process.
-There is no way to archive a team that leaves hundreds of unused teams.
Simplified ideal user journey:
Based on the findings from the discovery stage, I worked on simplified, more efficient user journeys. Some of the improvements are as follows:
-Introduction of multi-lingual email templates: this will require determining the user's language and adding email templates in different languages in the email system.
-Simplified onboarding process: this will eliminate “unnecessary” steps in the current process and reduce the number of steps from 7 to 4.
-Introduction of an admin role
-Global user information: at the moment, user info is saved per namespace, which causes a lot of duplication. User info should be stored globally.
Previous designs:
Team profile page
Pending users table on team users page
Final designs:
Here are some of the screens from the onboarding journey and user and team management. When the user is added to the team, they no longer need to manually accept the invitation, and they can go straight to the platform.
Account creation page (by invitation only)
Email example
Team management page with the actions that were missing in the previous platform - archive/unarchive.
Team management page
Team creation
Users per team are consolidated in one table, whilst the previous platform had two separate tables: pending users and users who have the full rights to the platform.
Team users page
Adding user to a team
Feedback from user testing:
-Overall positive feedback, and most users found the proposed design intuitive and clear
-Email templates have been translated into languages supported by the platform
-The onboarding process has been simplified. Users no longer had to manually accept the invitation to join the team; this was automated.
