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SSO Tool

Problem

Handling SSO-related requests posed several challenges for the customer service team. These included:

  • High volume of repetitive tasks leading to delays 

  • Manual errors in resolving user credential issues

  • Limited visibility into educators’ specific SSO configurations, permissions, and request history

  •  Duplicate data entry

  • Difficulty tracking and managing request progress

  • Frustration among educators due to delayed responses​​

  • Lack of integration with existing CRM systems (Zoho)

Tackling Sarah's Pain Point

Problem

Handling SSO-related requests posed several challenges for the customer service team. These included:

  • High volume of repetitive tasks leading to delays 

  • Manual errors in resolving user credential issues

  • Limited visibility into educators’ specific SSO configurations, permissions, and request history

  •  Duplicate data entry

  • Difficulty tracking and managing request progress

  • Frustration among educators due to delayed responses​​

  • Lack of integration with existing CRM systems (Zoho)

Tackling Sarah's Pain Point

Overview

The Single Sign-On  (SSO) account management tool aims to serve as a solution to alleviate the pain points faced by Sarah, a Customer Service Assistant at LTS (a science non-profit) in London, Ontario. Sarah's primary challenge lies in efficiently managing customer inquiries, particularly in handling routine tasks such as password resets and unlocking user accounts. Despite her years of experience, these manual processes hinder her ability to focus on more strategic aspects of assistance.

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To address this challenge, I have researched and brainstormed alongside software developers and the insights team, a solution that will focus on developing a streamlined system that simplifies routine tasks, allowing Sarah to dedicate more time and effort to providing excellent support to the LTS community. The solution will involve leveraging technology to automate processes, enhance operational efficiency, and optimize Sarah's workflow.

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Smiling Portrait

Sarah K

Customer Assistant Lead

Age: 30
Location: London, ON
Education: BA Psychology - Western University

Sarah is a dedicated Customer Service Assistant at LTS based in London, Ontario. With a Bachelor's degree in Psychology from Western University, she brings a unique perspective to her role. Sarah's journey with the organization spans over 8 years, starting as an intern and evolving into the role of Customer Assistant Lead.

In her current position, Sarah efficiently manages all customer inquiries, serving as a crucial link between Educators, Coordinators, and LTS. Over the years, she has honed her skills and taken on leadership responsibilities.

Sarah is proactively seeking ways to streamline her work, particularly in handling routine tasks like password resets and unlocking user accounts. Despite handling these requests manually for years, she envisions implementing a system that simplifies these processes, allowing her to focus on more strategic aspects of customer assistance.

With her wealth of experience and educational background, Sarah is committed to providing excellent support to the LTS community while exploring innovative solutions to enhance operational efficiency.

Solution

After Testing

Handling SSO-related requests posed several challenges for customer service teams. Here are some proposed solutions to enhance Sarah's Workflow

  • Account Management: Organized by Account Status (Locked account, unlocked accounts)

  • An easy Educator Lookup/search and filtering by roles

  • A quick password reset with automated emails sent out to the master account and educator account

  • An educator history screen to view past requests and registered projects ​

After Testing

During User Acceptance Testing (UAT) and QA testing, we identified an issue with pagination where page numbers for results were incorrectly displaying as 1-444. This error has since been resolved. Sarah is pleased with the functionality so far, and we hope that more staff will adopt this tool to streamline their daily tasks. We received great feedback from the testing sessions and look forward to adding more features in future iterations

During User Acceptance Testing (UAT) and QA testing, we identified an issue with pagination where page numbers for results were incorrectly displaying as 1-444. This error has since been resolved. Sarah is pleased with the functionality so far, and we hope that more staff will adopt this tool to streamline their daily tasks. We received great feedback from the testing sessions and look forward to adding more features in future iterations

Tackling Sarah's Pain Points by

Empathizing & Understanding

Identifying pain points and inefficiencies in Sarah's current workflow by interviewing Sarah and understanding what her current process is 

Wireframing & Designing

Designing a user-friendly solution that simplifies routine tasks such as password resets for users locked out of their accounts and account locking/unlocking

Implementating & Testing

Implementing design automation solutions to streamline processes and ensuring user and accessibility testing are conducted to ensure functionality and accessibility standards are being met.

Support & Evaluation

Providing training and support to Sarah and other staff members to ensure seamless adoption of the new system and monitoring and evaluating the effectiveness of the solution

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