Location Admins
Platform
Web
Year
2022
Keywords
2B SaaS
Enterprise software
Admin portal
Web design
Storytelling
Enterprise software
Admin portal
Web design
Storytelling
Contribution
UX design
UX research
UX QA
Documentation
UX research
UX QA
Documentation
Role
I was the sole designer on this project, working closely with 3 developers, 2 PMs, and 1 content designer.
About
Webex Control Hub is the IT admin portal for Webex customers to manage all their Webex services, including calling and meeting, in one place. For a long time, Webex’s major customers, including Amazon, State Farm, NTT Data, and others, struggled with the lack of a key RBAC feature: the ability to define and limit admins’ access by geographic location. This drawback posed a serious risk to these organizations' data management, including potential violations of the European Union’s GDPR (General Data Protection Regulation) policies. I led the design of a new feature to close this gap end-to-end, and the new feature, Location Admins, was successfully launched in 2022, benefiting tons of thousands of organizations since then.
In this story, you will learn about:
- How I designed a crucial RBAC (Role-Based Access Control) feature called Location Admin for Webex Control Hub, the IT admin portal for Webex, from end to end
- How I navigated ambiguity and helped the product team establish requirements and determine a design direction by asking 'stupid' questions, one of the most powerful tools designers have under their belt, according to Don Norman
- How I challenged the PM's assumptions and made evidence-based design decisions through research involving both statistical figures and in-depth qualitative insights
- How I defined an MVP scope that balances resource limitations, technical constraints, stakeholder needs, and future growth potential
- How I experimented with visually aided storytelling to present a complex, technical enterprise feature design project like this in an engaging and easy-to-follow way
As an avid narrative podcast lover and a big fan of storytelling, I tailored the format of this case study to suit the needs of a live presentation, rather than the traditional blog post format. After all, that's how we conduct design reviews in most real-world work scenarios, right?