Expanding Core Product Admin and User Management for Enterprise
Our client needed to create bespoke user profiles with role-based permissions for a national milestone.
In 6 months, we launched Admin tools that offered personalization, scale, and self-service ease, securing our largest client and enabling America’s largest builder to offer home loan financing.
Role
Lead designer
Team size
8+
Product type
Web, B2B2C
Timeline
6 months, 2024
Company
nCino Mortgage
Results
Client satisfaction for our biggest client with a 6-figure contract, addressed tech debt
Create and Manage Roles and Users from One Tab
Expanding Our Design System to Handle Scale
Scalable Designs and Documentation for Future Development
User Relationships Guided Product
Cross-Team Collaboration to Innovate Legacy Product
Mirrored Employee and Admin User Experience
Stitching Navigation and Mirroring Users’ POVs
The experience had to work across multiple users and managerial/access points-of-view. Access and data were locked down depending on your roles, but I kept the rest transparent and consistent to sync Admin and non-Admin’s shared understanding through visual consistency, same verbiage, and same patterns for similar task types. The overlapped experiences were linked to the same pages when possible.
Expanding our design system and creative collaboration
We did an interview circuit to get the discovery scoop. This was our first horizontal project across persona teams. I met with each team’s designer to learn about each user’s permission and management needs, even meeting with our client’s Admins to hear their context and expectations.
We kept our company and users aligned through presentations, feedback, usability testing, and deep technical conversations. Validation was important with the level of risk and people impacted by our changes.
To meet user needs, I needed to nail context switching and scale system capabilities, but I hit the limit on the design system. I worked with our designers and engineers to expand how we Search and Filter large tables, so users can customize at large.
Scalable Designs and Documentation for Future Development
This project would outlive my tenure so allowing for changes to be easy and well-informed was important in how I designed and communicated. I sent deep dive video summaries, wrote what we learned and saved for later, and made the design elements flexible for adding and taking away.
We rolled out beta for our clients and enabled America’s largest builder to supply mortgage financing across the nation.
We archived my measures of success was, 1) It lifted the ecosystem experience in usability and cohesiveness; 2) Teams were equip to grow it as we learned more; 3) Client and User needs are seen and satisfied. There was an extra bonus: 4) It lifted the bar of what designers and teams can do for horizontal problems.
Design lead
Caroline Luu
Product lead
Trent Stutz
Tech lead
Caleb Young
Developers
Ashton Young, Caleb Young, Lucy Barton, Michael Congdon, Victor Valasco
Key partners
System Architects team, Design Systems team, Loan Officer team, Team Members team, DHI Admin team
