Improving User Management

User experience improvements for an error prone create user flow

Company Learnosity
Role Senior UX Designer
Topics UX design, user flows, wireframing, B2B
Year 2019

Project Overview

I led UX improvements for Learnosity Console’s user management tool, focusing on redesigning an error-prone user creation process that was causing significant issues for account administrators and increasing support team burden.

The Problem

The existing user creation process had several critical issues:

  • Unclear required steps in the workflow
  • Users unable to log in after creation
  • Increased support team burden from frustrated customers
  • Customer frustration with the complex, confusing process

My Role

For this project I was the lead designer and was responsible for:

  • Reviewing the existing research
  • Brainstorming the problem space and solution ideas with the product team
  • Design exploration and wireframing
  • Prototyping
  • User flows

The product team started looking at user management as a whole and brought together all of the existing research to identify problem areas. These were then prioritized as a team by looking at the problems that, if solved, would have the most impact and were feasible. The create user flow was prioritized because the problem happened often, impacted multiple user types, and was a blocker to users self-servicing.

The Solution

I implemented a clear progress stepper that broke down user creation into sequential, understandable steps:

  1. User Information - Basic details and credentials
  2. App Permission Selection - Explicit permission assignment
  3. Role Assignment - Clear role definition and selection
  4. Confirmation - Review and finalize
A progress stepper to create a user for an admin persona.
A progress stepper to create a user for an admin persona.

Key Improvements

  • Process Transparency - Users can see where they are and what’s next
  • Reduced Missed Steps - Each stage is clearly defined and required
  • Enhanced Self-Service - Users can complete the process without support
  • Error Prevention - Clear validation and guidance at each step

Impact

  • Reduced support tickets related to user creation
  • Decreased user creation errors
  • Improved completion rates for the user creation flow
The user was prompted to consider what permissions they want to give, making sure they set the right access from the beginning, avoiding any issues and support tickets.
The user was prompted to consider what permissions they want to give, making sure they set the right access from the beginning, avoiding any issues and support tickets.

The progress stepper broke down the create new user flow into sensible steps to help the user understand where they were in the task and avoid missing a step.

  • Progress stepper interface with clear visual hierarchy
  • App permission selection screen with intuitive grouping
  • Role assignment step with clear descriptions and options

Learnings and reflections

This project was a great example of a product team prioritizing stories of from a larger epic in order to achieve the most impactful outcome for our customers. Through our brainstorming sessions we were able to explore different ideas around user management, create a shared understanding around the problem, and choose from a great list of worthy improvements.

Although the create user task is seemingly small, it was a task that impacted many users on our customer’s side and our support team. When it was released, and unprompted, a power user shared their feedback:

“I like the improvements you made to the user management area in authoring! I was just setting up a new user! Thanks so much.”