Manage Organisation

Roles & Permissions Redesign

  • Problem

    Lack of role-based access in Orbital’s B2B Client Portal let all users perform sensitive actions—causing security risks, admin confusion, and frequent support tickets.

  • Goal

    Design a clear, scalable roles and permissions system that empowers admins to manage access with confidence and reduce risk.

Project Details

  • Role

    Lead Product Designer with the support of the eCommerce Product Designer

  • Tools

    FigJam, Figma, Jira (tickets), Slack (communication)

  • Team

    Worked closely with PM, engineering, and customer support.

  • Duration

    5 months (Sept 24–Feb 2025)

Design Process

  • 1. Discovery

    Reviewed existing feature and gathered feedback from support and customer service teams.

  • 2. Define

    Identified key pain points impacting usability and support tickets.

  • 3. Ideation

    Developed redesign concepts focusing on clarity and ease of use.

  • 4. Design

    Created final designs ready for handover that aligned with the internal design system for consistency.

  • 5. Testing & QA

    Validated designs through user testing and stakeholder reviews. Partnered with engineers to perform QA and ensure accurate implementation.

  • 6. Impact

    Achieved a 95% reduction in support tickets related to the feature.

Identifying Roles & Permissions

  • Role Permissions Matrix

  • Roles diagram

Download Table PDF

Personas

  • We focused on team and permission managers to uncover their goals and challenges, guiding a redesign that streamlined user, role, and access management.

  • George Smith- iGaming Industry

  • Jane Clarke - Energy Industry

Information Architecture

  • Old IA

    Simplified a bloated IA to align with user goals—made managing permissions and approvers faster and easier.

  • New IA

    The outcome was a streamlined IA grounded in MVP goals, making it easier for users to manage roles and permissions while aligning with business priorities.

Download IA map

Design System

  • Leveraged the Design System to move fast and stay consistent—customized existing components (toggles, dropdowns, tables) to fit new user flows.

Before vs After

  • Before — User Roles Unclear (Legacy Portal)

    Super Admins and view-only users looked the same, leading to confusion.

  • After — Manage Organisation (Redesigned Experience)

    Clear role visibility and scalable user control.

Final Designs

  • Manage Organisation

  • Role Details

  • Edit a user

  • Access Rights

  • Roles dropdown

  • User role updated

  • Success screen

  • Edit User Updated

Results

  • Support Tickets

    Reduced role & permission tickets by 95% within 2 months.

  • User Feedback

    Customer Service found the redesign easy, highlighting efficiency and clarity.

  • Issue Severity

    Critical user issues dropped 80%; remaining problems are minor.

Reflection

  • This project highlighted the value of enhancing a widely used feature, demonstrated the benefits of collaborative, iterative design for both trust and feasibility, and strengthened skills in prioritisation and adaptability under tight deadlines.

  • It solidified my belief that admin UX deserves as much care and clarity as customer-facing features. Designing for scale means designing for trust, clarity, and minimal friction.