Users & Permissions
Wistia — 2023
Project
Consolidating user permission levels from a granular approach to reduce cognitive load, allow users to more easily know how and when to upgrade, and allow users to see the value of adding their team to their account.
Goals
• Expand number of users upgrading for users
• Simplify user permissions
• Capture users during critical onboarding pathway to add their team
Team
1 product manager, 3 engineers, 1 product designer (me!)
My Role
Worked with product and other designers to create vision for user management. Executed MVP of user management to align with business goals
Context
Wistia's existing user management system was outdated and causing friction for both administrators and team members. Users struggled to understand their permissions, and admins found it difficult to manage team access effectively. The multi-user invite form was complex and didn't integrate well with the onboarding flow, creating missed opportunities to capture team additions during critical user journey moments.
Outcomes
1. Shipped MVP of gated users
Successfully launched a simplified user permission system that reduced cognitive load and made it easier for users to understand when and how to upgrade their accounts.
2%
Achieved a 2% invite rate (baseline)
and became the 2nd most popular reason to upgrade and expand onto higher tiered plans.
and became the 2nd most popular reason to upgrade and expand onto higher tiered plans.
2. Refactored multi-user invite form
Streamlined the team invitation process by simplifying the form interface and reducing the number of steps required to add team members.
3. Added invite screen during onboarding
Integrated team invitation prompts into the critical onboarding pathway, creating natural opportunities for users to add their team members when they're most engaged.
+25%
invite rate during trials (from 2%)
7x
higher conversion for users who invited teammates
