Org Portal
I led the entire design of the Org Portal, applying our new design system to enhance the user experience. My focus was on providing a seamless experience for both administrators and users to manage their merits and data connectivity. Additionally, I emphasized implementing a more self-service model as we revamped the entire Org Portal design.
Role
Design Lead
OVERVIEW
Managing digital credentials is essential for organizations, and Merit’s Org Portal offers a platform for managing and sharing these credentials. However, users sometimes encounter challenges and seek more help than necessary. This situation is not ideal, as it can slow down processes and lead to frustration.
The revamp of the Org Portal is designed to improve the user experience by introducing a self-service model, making it easy for everyone to use on their own, reducing the need for additional support. This means redesigning the portal to be more user-friendly, so everyone can find what they need and get things done faster and without hassle. We’re focusing on simplifying the portal's navigation and functionality by taking into user feedback and analyzing their experiences. This process is to ensure it works for everyone’s needs.
PROBLEM
Complexity in the Credential Issuance Process
The issuing credential process in the Org Portal is complex. There are specific steps to issue a credential to members (Upload data source, configure fields, map templates, Settings, etc.), but they're unclear and challenging to figure out. This makes it hard and takes a lot of time at the beginning of the process, and it will be an error at the end, frustrating the user.
High Customer Service Demand
Our Customer Service team spends much of their time assisting admin users in navigating the portal with the complex process. They spend significant time guiding admins through the credential issuance process, addressing queries, and resolving issues. This not only strains the resources of the CS team but also indicates an area we can approach from a business perspective.
Lack of Insightful Data and Reporting
Admin users can't access comprehensive data and analytics within the Org Portal, including statistics on the number of credentials issued, accepted, or rejected. The absence of an analyzed dashboard or reporting means admins can't easily track or manage their members' credential statuses. This lack of visibility affects member management and strategic decision-making without the tools to analyze their activities and performances on the platform.
GOAL
Streamlined Credential Issuance Process
Make the credential issuance process through the Org Portal more straightforward and user-friendly. The new Org Portal can reduce the time and effort needed to issue credentials, minimize errors, and eliminate user frustration, resulting in a more efficient and pleasant experience for admins.
Reduced Customer Service Workload
By improving the portal's usability and providing clear guidance, admins can independently manage the credential issuance process with minimal need for assistance. This will free up Customer Service resources, improving the overall quality of support provided to users.
Providing Data-Driven Insights to Admins
Giving access to data and reporting capability aims to empower admins with the tools they need for successful credential management and performance analysis.
USER STORY
I had discovery sessions with product managers to understand the user stories and sort the main user behaviors in the early stages. The Q&A sessions helped me focus on the high-level experience and start creating the entire structure. At the end of the sessions, we had some outstanding questions we wanted to focus on.
Through these sessions, we also scheduled the launch timeline by prioritizing features. Since we planned to launch internally first, we had a tight timeline. I collaborated with the PM and engineers to prioritize the core features and identified the priorities that needed to be addressed immediately after the launch.
INITIAL DESIGN
In the initial design phase, I focused on creating designs that directly address the needs and challenges our users identified during our discovery sessions. By structuring the workflow clearly, we simplified the issuance process, making it easier for users to complete their tasks without confusion. We chose a desktop-first design approach based on feedback indicating that most of our users prefer using the Org Portal on a desktop because they need to upload data and manage complex tasks.
USER TESTING
I conducted feedback sessions with the Customer Service team to validate the initial design's ability to address identified problems and meet user needs. During the feedback sessions, our primary objective was to discuss which part of the design showed the most improvement, which part of the user assistance was the most challenging, and what issues were most frequently reported by the users.
In addition, the feedback we received on the UI helped to enhance usability. I also received feedback on the wording we used, which confused users. To clarify things, I worked with a Product Marketer to update the language used on the Org Portal before finalizing the design.
SOLUTION
Streamlined Admin Navigation
We have made significant improvements to the navigation process for admins. Now, admins will be guided through each step of the process, from selecting data sources to configuring settings. The steps will be clearly outlined in the left navigation panel, enabling users to proceed seamlessly from top to bottom. Each section will feature a table with essential information and a creation flow to set up all requirements for creating a credential. This structured approach aims to reduce confusion, reduce errors, and simplify the process of issuing credentials, making it less time-consuming.
Empowered Admin Control
In order to reduce the CS team's workload and enhance the admin user experience, we provided informative details and tools for customization. We collected necessary information in one place, allowing admins to search for and manage their records efficiently. The Records section enabled admins to find specific queries easily, and approving or rejecting members directly within the Org Portal streamlined member management. Additionally, the Settings section allowed admins to update organizational information and invite other admins with specific permissions. The Admin also customized credentials in the Studio, adjusting elements like background images, fonts, and colors to align with their organization's brand.
Comprehensive Dashboard
The new dashboard in the Overview page displays statistics and statuses of all issued credentials. This dashboard helps admins monitor the progress and outcomes of their credentialing activities, including the number of issued, accepted, rejected, and pending. Additionally, the dashboard highlighted errors in the issuance process. Admins can quickly identify and correct any issues without delays in sending credentials to members.
FINAL DESIGN | OVERVIEW
FINAL DESIGN | DATA SOURCES
FINAL DESIGN | FIELDS
FINAL DESIGN | TEMPLATES
FINAL DESIGN | APPROVALS
FINAL DESIGN | RECORDS
FINAL DESIGN | POLICIES
FINAL DESIGN | STUDIO
FINAL DESIGN | SETTINGS
FINAL DESIGN | HELP
OUTCOME
Reduced the average completion time and saved admins an average of 20 hours per month.
We made issuing credentials much more straightforward by guiding admins through every step of the way, from the start, where they upload data, to adjusting the final settings. This process ensures admins can do their job without getting lost or making mistakes, saving them time and effort.
Achieved a 23% reduction in routine support requests, as measured by customer service tickets.
The new Org Portal resulted in a decrease in demand on the Customer Service team, allowing them to focus on more complex requests and provide better support.
Led to increased user satisfaction by providing the admin with real-time analytics.
Admins can use real-time data and analytics, including detailed statistics on credentials, to make informed decisions based on actual performance metrics. Furthermore, they can communicate efficiently with their members.
KEY TAKEAWAY
Takeaway 1
Gathering feedback was crucial. The CS team provided critical insights for refining Org Portal's user experience after launch the Org Portal. This feedback sessions involved direct individual and group meetings and discussions on pain points and potential improvements. We could improve usability on the current version of Org Portal and planned for post-launch opportunities, leveraging the CS team's support.
Takeaway 2
Creating a consistent user experience across the portal was a challenge. However, working closely with Product Managers and Engineers made it possible to meet our launch schedule. This collaboration was essential in overcoming challenges and ensuring that every part of the product aligned with our goal.
Takeaway 3
Understanding the admin users' pain points in the issuing credential process early on and getting to know the new platform deeply from the start were crucial steps. This early insight allowed me to design a comprehensive user experience, focusing on streamlining each step of the process.
POST-MVP
Data Automation
The new design offers data automation. When users upload a file, it automatically recognizes and organizes the data into fields, mapping them appropriately without requiring manual input for each section. This automation reduces the steps needed to issue credentials, making the process more seamless. Additionally, users can now review their credentials and even send a test version to members before finalizing. This feature significantly reduces the time spent issuing credentials and minimizes the potential for errors.
Improved Navigation
We repositioned the navigation bar to the top of the page, giving users a clear, straightforward pathway to access all necessary features. This change eliminates the need to navigate multiple sections or jump from page to page. Everything is accessible from a single, centralized location. The updated navigation design ensures a more efficient and less complicated process for users.
© 2024 Jungmin Lee.