Education Permissions Modernization

Research Process

---

Client calls to understand limitations of the current experience.

Client calls to test the proposed design.

Surveys to measure confidence, ease of use, and satisfaction in the tasks of both the legacy and modern feature.

Early Adopter Program

---

Net Promoter Score (NPS)

The pre EAP survey did not measure NPS so the old and new experience's NPS were not able to be compared.

EAP NPS was 41 with the industry standard being -3.

System Usability Score (SUS)

41.9 -> 69.6

SUS increased by 28.3 points and just met the industry standard of 68.

Comparing Tasks Ease of Use

---

Clone a Role

3.82 → 3.41

10.73% decrease

The team has a hypothesis the decrease is due to the naming and findability in the new UI. The score is not where the team would like so they are making adjustments to the experience through feedback from the comments in the survey and community.

Select relevant tasks inside a cloned role

2.16 → 3.73

72.69% increase

The team hypothesized this task would increase through the addition of domains and task descriptions being available during the cloning process. This score still has room to increase but will depend on the future phases on the permission journey.

Identify who can access a feature/function

1.82 → 3.89

113.74% increase

The team hypothesized this task would increase through the enhancements of the members tab within the roles record. The score is not where the team would like because there is work that needs to be done on the user's record access tab to make it clearer and easier to understand what access each person has.

Enable/Disable tasks inside an existing role

2.95 → 4.20

42.37% increase

The team hypothesized this task would increase due to the new UI allowing clients to quickly and clearly see which task they are editing inside of a role versus in the old experience (see above under heading Legacy) it was difficult to tell which task you were on. Another change that was made was allowing the activation and inactivation to be controlled by one button and modal while in the old experience it was controlled by multiple checkboxes, thus, the confusion was eliminated in the new experience.

Assign a role to a user

4.54 → 4.57

.66% increase

No significant change.

Comparing Confidence

---

When managing permissions, there aren't really “required” tasks. Rather, they are more set it and forget it because of how sensitive changes could be. Because of this, we wanted to try something new. We decided to measure our users' confidence in the experience in hopes, the changes we make in the EAP would show increases in the ratings. All questions were set on a scale of 1-7 with 1 being “Not confident at all” and 7 being “Extremely confident”.

Understand what a role grants access to

2.87 → 4.50

56.79% increase

Identify what a user has access to

3.38 → 5.07

50% increase

Understand the difference between similar roles

3.54 → 4.91

38.70% increase

Correctly grant a user access to a feature/function

3.23 → 5.05

56.35% increase

Enable correct tasks when cloning a role

2.87 → 5.00

74.22% increase

Comparing Successive Changes

---

We asked our clients to tell us, on average, when editing or cloning a role in Roles and Tasks, how many successive changes are made before they know the permissions are correct.

Usually get it right the first time

2.5% → 13.64%

Increased by 445.6%

Edit 2-3 times

30.77% → 63.64%

Increased by 106.83%

Edit 4-5 times

46.15 → 20.45%

Decreased by 55.69%

Edit 6+ times

15.38% → 2.21%

Decreased by 85.63%

Ideally this would be a decrease of 100%

Let's Get In Touch!

---

Want to know more or have any questions?

shelbylizstephens@gmail.com