Overview
COMPANY
Trusted by top financial institutions, government agencies, and enterprises, Socure is the leading AI-based, graph-defined identity verification platform.
PRODUCT
Super Admin is responsible for all of Socure’s account management and product-related operations, including customer onboarding, identity verification, fraud detection, and security monitoring.
BACKGROUND
Due to rapid growth and a need to remain competitive and efficient in the marketplace, I was assigned the task of redesigning and modernizing the core administrative platform (Super Admin).
PRODUCT STRATEGY
The goal was to create a more intuitive interface with a robust architecture that can scale and support all potential use cases and user needs. The key metrics used to measure success were time-on-task (efficiency) and task completion rate (effectiveness).
OPPORTUNITY
The current platform is highly inefficient in performing operations such as customer onboarding, investigating complaints, and providing customer support.
Upon validating our assumptions and ideas with users, the following key findings were identified:
Findings
MISSING SUPPORT FUNCTIONALITIES
Missing functionalities require users to access external databases to obtain relevant information when troubleshooting identity cases with the account, leading to delayed service for customers.
POOR CUSTOMER ONBOARDING
The current process of creating a customer account, requires a lengthy process of checking several external system records and manually entering the data.
NO ACCESS CONTROL
With only a single sign-on, any user has complete access to modifying and deleting customer account data, resulting in a number of compliance and security concerns.
OPERATIONAL INEFFICIENCY
Due to an unorganized information architecture, even the most basic operations involve complex user workflows, resulting in numerous user errors, an inability to scale, and high engineering maintenance costs.
UI ISSUES AND DESIGN FLAWS
The dated and inconsistent UI patterns made the old platform extremely difficult to use and understand.
The new platform helped establish Socure as the #1 solution and a leader in the Identity Verification market.
SUPER ADMIN
Super Admin, the efficient and intuitive AI-driven platform enables internal teams to perform their tasks more effectively and at scale.
Features
SUPPORT FUNCTIONALITY
Support functionality, such as the transactions feature, allows users to troubleshoot, monitor, and submit identity cases for verification.
CUSTOMER ONBOARDING
Consolidating account functions into a single account user interface allows internal teams to onboard new customers within minutes.
OPERATIONAL EFFICIENCY
Every operation performed in Super Admin is efficient and effective. For example, users can make bulk account edits with just a few clicks of a button.
ACCESS CONTROL
An access management system aims to grant specific users with access to certain services under the correct context, thereby preventing access to non-authorized users.
Screens were skillfully crafted with absolute pixel perfection, utilizing an 8px grid within each element and spacing that is divisible by 4px.
INTUITIVE DESIGN
Focusing on functionality and ease-of-use, the new design offers users an intuitive user interface that enables them to complete even the most complicated tasks with ease.
Interviews were conducted among 32 different users across 6 different departments.
Discovery
BUILDING USER RELATIONSHIP
Based on information acquired from user interviews, I created a persona library to further understand the users. This helped me identify user group’s responsibilities, functionalities, and pain points using the current application.
Design
INFORMATION ARCHITECTURE
I created wireflows that were used as a vital point of communication between the design and cross-functional teams.
Upon user testing the initial designs, I would iterate and test a few more times, each building upon the suggestions from the previous tests.
FIRST MAJOR IMPROVEMENT – NAVIGATION
A simplified side navigation enabled the user to find pages more quickly and eliminated the need for modal popups.
SECOND MAJOR IMPROVEMENT – CONTENT ORGANIZATION
Based on feedback, users preferred to have content organized into subsections, with the ability to expand and collapse each section.
THIRD MAJOR IMPROVEMENT – FILTERS
Based on feedback, having condensed and expandable list sections within the filter enabled users to find information more easily and quickly.
A UNIFYING DESIGN SYSTEM
To address the challenge of maintaining consistent design across all products, I worked closely with the design and engineering teams to build a new design system. The new design system is a single source of truth for global styles, iconography, colors, and interaction patterns, brought to life in one React Storybook component library.
“Socure helps us onboard new customers quickly and scale faster than we could with other tools. We identified no other solutions that compared in terms of accuracy or insights.”
JOHN MEARLS – HEAD OF RISK & OPERATIONS, LILI
MY MISSION & GUARANTEE
By removing barriers to launching digital products, I deliver design solutions that matter – transforming the way we live.
I put my name on the line with every project that I work on – as a seal of my guarantee to deliver the best possible results.
