Admin Role Feature 🙋🏻
Project: Oho Chat Admin Role Feature
Goal: To establish clearly defined roles for agents that are highly tailored to their specific operational needs.
Role: UX/UI designer and researcher
Tool Used: Figma
Duration: Jan-Apr 2023
Problem Statement 🔥
Problems
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Oho Chat used to comprise 3 roles with similar functionalities which role permissions are currently not significantly differentiated.
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Clients are not satisfied about the roles for these reasons:
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Businesses with multiple salespersons seek role-based restrictions for improved management.
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Firms employing third-party agents aim to limit their access to company information within the chat system.
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Why is it
important?
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The alignment of roles in Oho Chat to similar functionalities highlights a need for differentiation in role permissions. As businesses often comprise diverse teams with varied responsibilities, a more refined role structure can enable better management and access control.
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For instance, companies with extensive sales teams would benefit from tailoring role restrictions, ensuring a fair distribution of chat functions. Moreover, in scenarios involving third-party agents, such as outsourcing customer support, limiting their access to sensitive company information is crucial for maintaining confidentiality and security.
Challenges
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Challenges in UX design include creating role differentiations that remain intuitive across diverse functions and user groups.
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Roles require thorough revision to match varied user groups, enhancing platform benefits.
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Adaptation of roles to current and future functions is essential.
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This customization differentiates from competitors, requiring thorough research and precise execution.
User Research 🔍
I conducted research to better understand what problems users face and to help guide my design decisions.
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User-Centric Research:
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Collaborated closely with sales and customer service departments to gain insights from real user feedback.
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Actively engaged in user online sessions, leveraging direct interactions to uncover pain points and user needs.
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Competitor Analysis:
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Conducted thorough competitor analysis to understand the landscape and identify best practices.
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Evaluated competitor functions and features to inform adaptations and enhancements in our product.
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The insights I uncovered reveal that businesses employing multiple salespersons face specific challenges:
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Performance Comparison: Salespeople sharing a chatroom leads to performance comparison, potentially fostering unhealthy competition.
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Customer Poaching: Some individuals try to poach customers from colleagues by offering competitive deals, impacting team cohesion.
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Commission Issues: Challenges related to fair commission distribution arise due to visibility into each other's conversations.
Furthermore, another significant observation involves firms hiring third-party or freelance agents to manage chats, with an unexpected concern:
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Data Security Risk: In certain cases, third-party agents have exploited software access to download customer data, posing a risk to customer information confidentiality.
Design Process 💡
Since Oho Chat already has its own design system, my task involves updating the existing one to serve as the new version. I also need to ensure that the changes are communicated effectively to users, especially regarding the distinctions in new roles.
The 3 roles have been redefined into 5 roles, each tailored to better serve the practical needs of our users.
บทบาทสมาชิกบนโอ้โหแชท
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‘เจ้าของธุรกิจ’ เหมาะสำหรับเจ้าของธุรกิจ หรือผู้ที่ได้รับมอบหมายให้จัดการระบบเสมือนเจ้าของ
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‘ผู้จัดการ’ เหมาะสำหรับผู้จัดการระบบแทนเจ้าของธุรกิจ เห็นภาพรวมและวิเคราะห์ได้
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‘แอดมิน’ เหมาะสำหรับหัวหน้าทีมดูแลลูกค้าที่ต้องกำกับทีมงานและเอเจนต์ และจัดการระบบได้บางส่วน
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‘ทีมงาน’ เหมาะสำหรับผู้ที่มีหน้าที่ดูแลลูกค้า และทำงานร่วมกับสมาชิกในธุรกิจ
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‘เอเจนต์’ เหมาะสำหรับผู้ที่มีหน้าที่ดูแลเฉพาะลูกค้าที่ได้รับมอบหมายเท่านั้น
I made a list of all the functions that the software offers (hundreds of them!) and determined the permissions for each role based on user insights.
I collaborated closely with the CEO, product owner, and development team to ensure a smooth and accurate implementation.
We compiled hundreds of detailed functions and simplified them into basic permissions to make it easier for users to understand.
These are wireframes of our new design, featuring five distinct admin roles, each accompanied by a brief explanation to help users understand their functions. We conducted multiple rounds of testing for each design version, making necessary adaptations based on user feedback.
Screens illustrating the variations in information access and restrictions for different roles
Solutions 🎯
Following thorough internal testing, we ultimately launched a new version that introduces five admin roles in response to user needs. Below, you can find visual designs showcasing the actual software.
Member page that specify 5 distinct member roles
Edit member profile can choose among 5 roles with brief explanation
Chatroom that shows member role when forwarding chats to each member
Admin role summary table that communicates the difference in abilities of each role
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Social media post to promote the release of Admin Role feature
Results 🌟
The design featuring the 5 distinct roles has proven highly effective in addressing user needs. An increase in user adoption rate of 60% split their roles more into admin, agent, and staff roles resulting in easier management for managers.
Feedback from users indicates that this solution successfully resolves issues as follows:
Problem: Conflicts within the sales team
Solution: The admin, staff ,and agent role is redesigned to offer different restrictions of viewing the chatrooms and information, therefore preventing them seeing and comparing each other ,as well as stealing each others customers. Moreover, sales can close their deals faster due to easier management.
Problem: Unauthorized access to information
Solution: The staff and agent level is introduced to prevent some users from being able to steal or download the company information—a level of functionality that sets our software apart from others in the market. Now managers and owners don't have to be aware of data confidentiality and security anymore.