Problem Statement

The platform faced several challenges:

Inefficient Authentication Process: The login interface was outdated and did not support modern authentication mechanisms like SSO, leading to frustration among users who needed quick access.

Complex Password Recovery: The process for recovering passwords was cumbersome and not user-friendly, resulting in a high volume of support requests.

Cumbersome User Management: The user administration panel was not intuitive, making it difficult for administrators to manage user accounts, assign roles, and maintain organizational hierarchies.

Lack of Flexibility in Hierarchy Management: There was no easy way to manage user roles and hierarchies, which was critical for large organizations with complex structures.

Objectives

To address these issues, the project aimed to:

Streamline the login and authentication process by redesigning the interface and implementing SSO.

Simplify the password recovery process to reduce user frustration and support requests.

Enhance the user administration panel to allow for easier management of user accounts and roles.

Introduce flexible hierarchy management to better support complex organizational needs.

Design Process:

 

My Role

I led the design of the enhanced user administration and authentication project, working closely with the product manager and the development team.

Challenges and Solutions

Challenge: Integrating SSO without disrupting existing workflows and ensuring compatibility across different user environments.

Solution: Worked closely with the engineering team to implement a phased rollout, allowing users to transition to SSO at their own pace. Provided comprehensive documentation and support to facilitate the transition.

Challenge: Designing an intuitive user administration interface that caters to both novice and experienced administrators.

Solution: Created a modular design system with customizable components, allowing administrators to tailor the interface to their needs. Conducted usability testing with administrators of varying experience levels to ensure the interface was accessible and efficient for all users.

Challenge: Ensuring the new hierarchy management tool could accommodate the diverse organizational structures of different clients.

Solution: Developed a flexible, tree-structured hierarchy management system that allows for infinite nesting and easy drag-and-drop reorganization. This system supports a wide range of organizational models, from simple departments to complex, multi-tiered structures.

Key Features Implemented

1. Redesigned Login Interface:

User-Centric Design: The new login page features a clean, modern layout with clear, concise instructions and a focus on ease of use. Visual hierarchy and intuitive elements guide users seamlessly through the login process.

2. Single Sign-On (SSO) Integration:

Implementation of Google SSO: Previously unavailable, the new SSO feature enables users to log in using their Google accounts, streamlining the login process and reducing the need to remember additional credentials.

Security Improvements: The SSO integration not only enhances user convenience but also improves security by reducing the risk of password-related breaches.

 

Results

Increased User Satisfaction: Post-launch surveys indicated a 35% increase in user satisfaction with the login and authentication processes. Users appreciated the convenience of SSO and the improved password recovery experience.

Reduced Support Tickets: The number of support tickets related to login issues and password recovery decreased by 40%, demonstrating the effectiveness of the new designs in addressing user pain points.

Improved Administrative Efficiency: The enhanced user administration interface and hierarchy management tool significantly reduced the time administrators spent on user management tasks. Administrators reported a 30% improvement in task efficiency and a 50% reduction in errors related to user role assignments.

Conclusion

By comprehensively redesigning the user authentication and administration features, Symphony Talent significantly improved the overall user experience for both end-users and administrators. The project demonstrated the importance of user-centered design in addressing real-world problems and delivering effective, scalable solutions. The new features have not only enhanced usability and security but also fostered greater user engagement and satisfaction, setting the stage for continued growth and success.