Background
An increasing number of B2B customers had multiple people managing their accounts but the system limited them to only one admin profile, which led to access problems and security concerns.
Goals
Redesign admin management to allow for multiple admins and resolve access issues.
Ensure the update is clear and can be used without guidance.
Futureproof the design for easy adaption and utilization in other areas.
Outcomes
Positive
Customer care feedback
Low
Time to update
90%
Issues addressed
Role
Led the end-to-end UX/UI design process.
Collaborators
Worked closely with 2 product teams to ensure design was within scope and was technically feasible. Also collaborated with sales support on research and testing.
Audience
Internal sales support teams.
Main tools
Jump to
Problem
A limit on admins
EasyPark’s B2B customers were limited to a single admin per account, forcing larger customers with multiple admins to share credentials for their accounts. This was a problem for a few reasons:
There was a security risk due to multiple people sharing credentials.
Auditing was complicated as it wasn't always clear who made a user-initiated account change.
Customers' ability to manage their accounts effectively was hindered.
A growing focus on security and pending migrations from legacy platforms with larger customer accounts amplified this problem as it could impact customer adoption and retention.
Designing for a clear goal
The obvious solution was to allow accounts to have multiple admins but we needed to work out how that would be managed as both customers and sales support colleagues were used to viewing and managing a single admin at a time.
Discovery
How admins are used
I analyzed account setups and admin usage, learning that designs would likely need to focus on clarity as management would be infrequent.
Admin numbers
In reviewing analytics and spoking with sales teams, I came to understand that most customers had a single admin, while those with multiple typically had two. Large accounts occasionally had five or more, with edge cases reaching 10+. This insight shaped the design to optimize for small-scale management while ensuring scalability.
Managing customer admins
In speaking with product managers and sales support colleauges, I found that for EasyPark customers, changes were rare (likely due to the one-admin limit), whereas in legacy platforms, multiple admins were usually set up during onboarding and modified infrequently. Given this, I prioritized clarity in flows, ensuring that admin management was easy to understand even if used only occasionally.
Ideation
Changing scope
I started mapping out user flows for both how admin managing could look for both our internal and customer-facing platforms, gathering early feedback from product and engineering to refine requirements. But as discussions progressed, the project scope was reduced and admin management would initially be restricted to customer support teams. So my focus then shifted to designing an efficient internal tool.
Designing for an internal platform
How do we adapt the existing single-admin interface for multiple admins without disrupting workflows for customer support teams?
To achieve this, I worked on a number of ideas:
A clear, compact admin list – Since customer support teams rarely needed the full details of each admin, I streamlined the display, emphasizing key information.
Inline actions for efficiency – Previously, admin management required opening a new tab, slowing down workflows. I redesigned the flow to use an inline dialog, allowing quick edits without losing context.
Persistent action visibility – To avoid clutter, I considered hiding actions within a menu or revealing them on hover. However, given that most accounts had only one or two admins and changes were infrequent, I opted to keep actions visible to ensure clarity.
Handling large admin lists – For accounts with 10+ admins, a long list would push down more frequently accessed content. To prevent unnecessary scrolling, I introduced collapsible sections, keeping key areas easily accessible.
Testing
User testing with colleagues
I tested with 5 customer support colleagues to ensure they could quickly identify and manage admins. Feedback led to refining admin identification details.
Once the key design decisions were in place, I built a prototype and collaborated with user research to validate it with internal customer support users.
The testing process involved:
Short interviews – Understanding their experience with admin management and identifying pain points.
Task-based testing – Having them manage admins in mock accounts of different sizes, ensuring they could easily find, add, and modify users.
Key findings
The designs were well received, giving me confidence in preparing the designs for implementation:
Outcomes
Post-launch feedback
Implementation went smoothly, with no major issues reported. Customer support teams could easily set up multiple admins, reducing security concerns and increasing efficiency around account setup and management.
This positive feedback was reinforced during a later monthly sync with sales support, where we received confirmation that the feature was quick to use and addressed 90% of admin issues that customers had (the remaining 10% being more complex and requiring further enhancements).
A missed opportunity
Tracking admin management via analytics would have helped monitor feature adoption and highlight any usability issues for future improvements.
While the solution was successfully implemented, I saw an opportunity to improve post-launch tracking. If I had more time, I would have advocated for analytics events to monitor feature adoption, helping identify usability issues and inform future refinements.
Learnings
The unique challenge of internal testing
It’s an interesting challenge testing with customer support colleagues as they are both highly knowledge of their product and highly sensitive to change.
This means that design and testing both need a different approach than when designing with customers and sometimes it's tricky to remember that, particularly when I'm working on designs for internal and external products simultaneously.
