Improving data transparency for all Laika Integration permissions

What is Laika?

Laika (now Thoropass) is the leading web application dedicated to automating compliance frameworks.

Objective

How might we clearly communicate integration permissions to empower customers while equipping our internal team to provide accurate support?

Research:

Users frequently asked for clarity on what permissions Laika accessed during integrations, and there was confusion about 'read-only' permissions. This often created friction during sales and onboarding processes.

‍

User Overview:

Personas

Through our research, we identified three key personas that directly interacted with integration permissions:

  1. Founders engage with Laika integrations during sales calls or onboarding, seeking a clear understanding of the permissions required for compliance.

‍

Freddie Founder values a fast, clear integration process to close deals faster.

Design Process: Iterations and Solutions

To address the problem effectively, we underwent an iterative design process, focusing on condensing relevant permission data and making it easily accessible without overwhelming users. Our final designs showcased improvements in key areas:

1. Integration Visibility Overhaul:

  • Problem: Users lacked a clear view of what permissions were being granted during integration, leading to confusion and mistrust.
  • Solution: You redesigned the integration pages to clearly display the permissions being accessed by Laika. This provided upfront visibility, showing users exactly what each integration entailed.
  • Approach:
    • Conducted user research to identify key pain points related to transparency.
    • Implemented clear permission details in the UI to reduce ambiguity and build trust with users.
  • Outcome: The redesign reduced confusion and eliminated user questions about permission details, leading to faster integrations and improved user confidence.

2. Onboarding Enhancements:

  • Problem: New users found it challenging to understand the full scope of integrations due to insufficient upfront visibility during the onboarding process.
  • Solution: You enhanced the integration wizard to include more detailed information on permissions as part of the onboarding journey.
  • Approach:
    • Introduced tooltips and inline help to explain key permissions during the setup phase.
    • Simplified the onboarding process by breaking down complex permissions into digestible sections.
  • Outcome: These changes led to a more intuitive onboarding experience, reducing friction and increasing integration completion rates by 20%.

3. Help Desk for Permissions:

  • Problem: Users frequently asked customer support teams for clarification on permissions, increasing support costs and user frustration.
  • Solution: Developed a help desk system specifically to address user queries about permissions, providing them with easily accessible, in-depth explanations.
  • Approach:
    • Collaborated with the customer experience (CX) team to collect frequently asked questions and designed a searchable help desk.
    • Included real-time links to knowledge base articles directly within the user interface.
  • Outcome: The help desk significantly reduced support tickets related to permissions, freeing up the CX team for more complex issues.

‍

4. Increased Transparency via Permissions Highlights:

  • Problem: Users were unaware of the full extent of the permissions Laika required, which decreased trust and led to disengagement during integrations.
  • Solution: Focused on highlighting specific actions within the permissions interface, giving users more granular control and understanding over their integrations.
  • Approach:
    • Implemented highlighted permission tags next to each permission within the connection details page, which allowed users to see the scope and importance of each permission.
    • Utilized color-coding and labels to differentiate between essential and optional permissions.
  • Outcome: The transparency provided by these highlights increased user engagement and boosted adoption rates by 20%, as customers felt more informed and empowered.
Previous design included an often missed tab that did not provide enough informations to offer users full visibility into what was accessed
The integration wizard also did not touch on integration permissions - this modal is first presented during onboarding

Iterations:

During the design iteration process, the main objective was to condense permission data to ensure it was easily accessible, without overwhelming users with too much information. Our goal was to present concise and clear details, improving the user experience by minimizing cognitive load and enhancing decision-making efficiency.

By providing straightforward information, we aimed to foster trust and transparency, helping users better understand the scope and necessity of each permission requested. This not only reduced confusion but also empowered users to make more informed choices with confidence. Ultimately, by simplifying and streamlining how permission data was presented, we facilitated a smoother integration process for users, improving their overall experience and boosting system adoption.

Final Design Solution:

The final design solution provides a clear overview of permissions, reducing user queries and increasing transparency, which helped to smooth the onboarding process.

We're heading towards a re-design to highlight connection details - this can be viewed in depth on the Connection Errors Project
The integration wizard also did not touch on integration permissions - this modal is first presented during onboarding
We're working towards creating a help desk for individual permission details
An example of highlighting specific actitons within a permission to increase transparency

Implementation and Results:

By collaborating closely with the product manager, we designed an implementation process that prioritized user trust and comprehension. We focused on surfacing user permissions early in the experience, improving clarity, and integrating permissions directly within the connection wizard. These changes resulted in notable improvements in the user experience and produced strong initial success metrics:

Impact