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Impact

Image by Vitaly Gariev

Estimated 40% faster ticket resolution

01

Fewer repeated requests from educators

 

02

 Customer Support team reports higher confidence

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03

Design Process

Research

To deeply understand the daily challenges faced by the customer service team, I conducted workflow shadowing sessions with Sarah and her colleagues. Over several days, I observed how they handled SSO-related support requests in real time

1

Design

After mapping out the educator journey and customer service workflows, I moved into the design exploration phase, starting with low-fidelity wireframes to validate layout, logic, and user flows with stakeholders.

3

Ideation

To ensure our internal tool aligned with the full service experience, I mapped the educator’s journey from sign-up to support request resolution. This allowed me to identify when and how SSO issues surfaced, and how they impacted the educator’s goals

2

Feedback

Collaboration was a critical part of the design process for the SSO management tool. From early sketches to mid-fidelity prototypes, I led multiple feedback loops with cross-functional teammates to ensure the solution aligned with both user needs and technical constraints.

4

Iteration Loop

To ensure the tool was solving the right problems in the right way, I built lightweight feedback loops into the design process. These iterative cycles helped de-risk assumptions, surface blind spots early, and ensure the product was tightly aligned with user needs

5

Product Solution

Core features to aid elevate routine task for Customer Support, Educator base and Organization

A dashboard categorized by account status (e.g., locked, active), giving Customer Support agents quick visibility into urgent issues.

Smart Dashboard

Fast search with role-based filters to reduce lookup time, and find educators by name and  status

Search + Filters

One-Click Password Reset

One-click reset with email notifications to both master and educator accounts — removing 3+ manual steps.

A timeline of user activity, project registrations, and previous requests to give context for more personalized support.

Educator History Panel

Goals

🎯 User Goal:

Faster, smoother support experience

📊 Business Goal:

Reducing service load while scaling

⚙️ Internal Goal:

Build for Integration and Long term Support

SSO Account Management Tool

Reducing support strain by simplifying access — a tool designed to help scale user management at Let’s Talk Science.

✔ Role: UX + Product Design
✔ Team: Insights, Development, Customer Support
✔ Tools: Figma, Miro
✔ Timeline: 4 weeks

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Context: Let’s Talk Science (LTS) is a national non-profit that serves thousands of educators and volunteers across Canada. As usage scaled, the customer service team was overwhelmed by repetitive support requests related to login issues and account management — particularly SSO-related problems.

The Challenge

Sarah, a Customer Support Assistant at LTS, was bogged down by repetitive login-related issues that impacted both team efficiency and educator experience.

She was spending the majority of her time manually handling low-value tasks like:
 

  • Password resets and locked account support

  • Manually searching for educator data across disjointed systems

  • Tracking request histories in spreadsheets

  • Troubleshooting permissions without visibility into SSO configurations​

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Organization & End-user Impact

This created several pain points for both users and the organization:
 

  • Repetitive workload led to delayed educator support

  • High error rate from manual processing

  • Poor educator experience and increased frustration

  • No integration with existing CRM (Zoho), leading to duplicate entry

  • Lack of visibility into account history and project involvement

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

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

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