Support Access
The Remote Support Access project is part of my work inside the Identity and Access Management team at TOPdesk. While supporters might have access to our customers' environment, we wanted to let users be able to select specific countries with a support branch. By doing this, we make our customers compliant with their data protection regulation.
Role
UX Researcher and Designer
Skills
A/B tests, wireframing and prototyping
Challenge
To make TOPdesk's customers able to choose which countries with supporters available can assist and access their environemnt.
Final Interaction
Demo of the final user interaction within the settings page.
The UX process
A closer look at how the old settings were before the change.
From old to new page
After initial sketches, some possible designs were created within the same old page. While doing the A/B tests with customers, I discovered the setting was not easily findable at the old place. Thus, I proposed to create a new settings page for it.
Sketch with a popup window that would display list of countries.
Sketch with dropdown menu with list of countries.
Important collaborations
Collaborative sesssions with Data & Security.
Figma components from Design System.
Cross collaboration with UI designers.
Technical aspects
Understanding technical requirements is an important step in the process. For the Remote Support Access project, the collaboration with the Data & Security teams was intrinsic to understanding how TOPdesk's data centres play a role within the countries.
Design System
The creation of a new login page made it possible to use the new components that the Design System team was creating. For that, I had to try different Figma handovers, while giving feedback to the team. A closer collaboration with UI designers increased the quality of the final design.