storystream
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My team and I achieved this by redesigning key workflows and streamlining the management of accounts, organizations, and workspaces, allowing clients to handle some of these tasks.
StoryStream
Feb 23 - Jan 24
Product Designer
The outdated account management area had disjointed and confusing pages, creating inefficiencies as many tasks were only manageable by our internal team.
Re-designing workflows to simplify self-serve client experiences while helping our team efficiently manage accounts for large-scale customers.
I was part of the project throughout the full design cycle
James supported me throughout the project and offered feedback and guidance during ideation sessions.
I liased with Andy regularly to make sure my ideas were technically feasible
I collaborated with multiple members of the team in order to make sure my design were solving the right problem.
Additionally, I talked to our internal Customer Success people, who are currently the primary users of these pages.
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Outdated pages cluttered with lots of unnecessary information
Clients rely on us to handle all admin tasks.
Previously, account setup was disjointed. User creation occurred separately from workspace creation, disrupting the flow. Additionally, creating a new organization previously required the team to first create a user.
1. Create organisation
2. Create workspace
3. Invite users
Once the overall structure was set, I created user flows for all the main actions needed to set up accounts. Next, I walked our internal Customer Service team through the flows to ensure they worked for all customer types and to check if the conceptual model I designed resonated with them.
Based on the structure I defined earlier and also taking into account our existing pages and section, I created a new sitemap for the platform.
This allows us to define what each user can and cannot do and see on the platform, and also enables us to promote specific users to admin roles, empowering them to perform daily administrative tasks.Previously, user roles were assigned ad-hoc, as needed, when users required access beyond the standard default.
StoryStream Admin
Organisation Admin
Workspace Admin
Editor
My aim wasn't to create the perfect thing first time around but to put together something asap and test it with users in order to gain valuable insights early on.
The workspace and the organisation navs weren't distinct enough causing issues for users to find their way on the platform.
I has user testing sessions with four member of our CS team, who are currently the main users for our platform, as well as know our customers and their needs the most.
This project has been the so far the biggest structural change that StoryStream has ever implemented.
The outdated account management area had disjointed and confusing pages, creating inefficiencies as many tasks were only manageable by our internal team, which took up a lot of time.
It was crucial that the redesigned account management area be simple to use and function similarly to other SAAS platforms our customers are already familiar with. At the same time, it was important to consider the use cases of our internal team and enable them to efficiently manage accounts for large-scale clients.
Each user type has different permissions levels, determining which platform areas they see and can interact with.
StoryStream Admin
Organisation Admin
Workspace Admin
Editor
