Spotlight #1
Organizations + Accounts
Enterprise design and architecture
The problem / A customer can have multiple accounts depending on how (route to market) and what products (entitlement) they've purchased. We make users adopt our internal chaos of fragmented data and disconnected processes to be able to do business with us.
The need / Customers want one place to administer their account, billing, user management, license assignment, data, privacy, and other settings.
game plan
Give customers the flexibility to organize users according to their own company structure, but within parameters set by our systems
Centralize and consolidate data to power unified administration. Get everybody on the same central customer database, entitlement system, and authentication service.
Separate the catch-all term of "accounts" into Organizations (the people) and Billing Accounts (the monies)
Customer interviews
Picked the brains of customers from small hobbyist trial users to key enterprise accounts with complicated org structures and contracts across multiple divisions
Concept validation
Reimagined a unified administration experience, crafted and tested clickable visiontypes with customers... relentlessly
Stakeholder collaboration
Roadshowed concepts to stakeholders across sectors for feedback, suitability, and adoptability
Leadership buy-in
We need company-wide adoption because connected data only works if we're all using the same systems
Design + validate
  • Partnered with Product and Engineering to plan and execute the steps needed to get us to end state vision
  • Designed detailed screens and workflows
  • Conducted moderated and unmoderated usability testing
Dev support
Support development through build and QA