Roles and Permissions
The Outcome
A way for admins of the TrustCloud platform within an organization to have granular control over the access that users within their company have to sensitive data, resulting in a greater feeling of comfort and trust, and a reduction in support tickets for TrustCloud. Win-Win!
The Challenge
When we started TrustCloud (formerly Kintent) with a single offering that catered to users on very small teams, all users needed access to everything because they were all wearing multiple hats.
As our customer base matured, and we began serving teams where GRC, Risk and Sales teams were distributed, we began recieving a lot of support requests for "custom roles", and this question would also come up in prospect conversations — "Do you support custom roles?"
"Custom roles" was the solution that customers were proposing, but we needed to understand what they were trying to solve. We dug through the support tickets, and analyzed the contexts in which this question was asked by prospects. As it turns out, these were the problems they were trying to address —
- Ensure that not everyone using TrustCloud within their organization had access to view all of the data for security reasons
- They did not want edit capabilities available to all users within a certain area
- Sometimes, the people that were on our platform were on completely different teams within their org and didn't have much overlap
- Bonus learning : our roles and permissions, basic as they were, were not clear or approachable
Over a 3 month exercise, we devised a way to solve these problems for our customers, while keeping our team, and architectural constraints in mind.
My Role
- Discovery, and competitive research
- Documentation of our existing roles and permissions matrix
- Proposal for a new UX architectural approach to our roles and permissions
- Design of the new experience
- Usability testing
- Sequencing plan for incremental delivery of the new experience split into small pieces of value
Case study available on request