Admin Dashboard
→ Product Designer
→ Microsoft 365 admin team
→ 2023 | 3 months
About
As of 2023, around 80% of SMBs acquire their Microsoft 365 subscriptions from third-party service providers. However, a significant gap remains across various platforms for SMBs to effectively manage their product subscriptions after the initial purchase.
We set out to design a POC (Microsoft 365 Admin Platform) to equip SMBs with an automated and consistent subscription management tool.
Problem
Experience audit
I conducted an experience audit to identify the causes of the experience gap, discovering that each service provider employs their own outdated and inconsistent purchase and onboarding designs.
Vision
SMB owners
Business owners typically handle purchasing, budget planning, and decisions of product packages and the number of licenses.
Administrators
Admins usually need to set up products for the company and employees, assign licenses, and add users as required.
Service providers
Service providers offer assistance and take control of product assignments when businesses encounter technical issues.
Goals
Help SMBs
As our end customers, they naturally seek a simple solution to manage data and make informed decisions with ease.
Help service providers
Serving as the bridge between customers and Microsoft 365 products, their goal is to sell more M365 products and optimize their revenue.
Help Microsoft
As the initiator, we aim to streamline the experience for all 3rd-party partners and align it with Microsoft branding, thereby amplifying our reach and impact.
I mapped out the user journey for setting up subscriptions post-purchase, employing the Jobs to be Done framework to understand critical touchpoints.
We want to prepare them with tools so that they can set up and manage their purchased subscriptions, so I dig into past research and interviewed stakeholders to bucket user jobs into 4 stages of the user journey.
Outcome
I partnered with my PM to conduct 3 rounds of usability tests via UserTesting.com. We interviewed 20+ participants across South America, UK, and Europe. We asked them to set up subscription right after the checkout flow and observed how they do it.
Solution highlight
Dashboard
Subscription Overview
Provides a concise overview of each product, complemented by direct calls to action for easy license setup and assignment. This design equips administrators with all necessary information to quickly manage setups or adjustments.
Progressive Setup
Guides administrators through the subscription setup process with contextual tips and step-by-step instructions. Utilizing a progressive card layout, it simplifies the journey, ensuring a seamless and well-informed setup experience.