j.luo

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Universal Product Login

Cvent Summer 2017 Internship

This summer, one of my main projects was the Universal Login/Single Sign On initiative. I worked as one of two designers on our scrum team, titled: Team Oktagon. Being the first design intern at Cvent, I was fully integrated and immersed in Cvent’s work and this project’s roadmap.

With this project, I worked with our User Research team to develop a comprehensive understanding of the user’s journey and needs, I sketched and diagramed different solutions and prototypes, and finally I developed a high fidelity prototype that incorporated both feedback from designers and upper managements along with user research conducted on the target audience.
The Problem
Cvent currently provides multiple products in the event management sphere. Products like CrowdCompass, OnSiteSolution, the main Cvent app, etc all have separate logins even though many customers have more than one Cvent product.

Alongside this larger problem is another issue. Cvent is implementing a new help center with Salesforce. This help center will host FAQs, help tickets, forums for product help, etc. Since customers have multiple Cvent products, they should have one universal profile in this help center for all their products. Currently there is nothing linking product accounts together.

So essentially there are two problems
  1. Customers have multiple Cvent products and they all have separate logins.
  2. Cvent is implementing a help center that will need to provide one profile that links to all the product accounts that a customer has.
Objectives
Due to my time constraints, my task was to design a solution for the proposed MVP. The minimum viable product was to create a path of linking CrowdCompass to Cvent Core in order to access the help center. Cvent core accounts were all automatically given a Salesforce ID, allowing seamless access into the help center. The next step was to link CrowdCompass users to Cvent Core in order to access the help center, thus creating a link between those two products.

Formal Requirements and Objectives:
  1. Provide CrowdCompass planners with access to high-quality, up-to-date help content.
  2. Reduce the number of times a planner needs to login to access multiple Cvent services.
  3. Explain clearly when an additional, one-time login is required to link services.
  4. Ensure all updates meet accessibility standards.
Success Metrics
  1. CrowdCompass planners can access the Salesforce-based help center
  2. CrowdCompass planners that also use Cvent Core choose to link their accounts, resulting in a single Salesforce profile
  3. Fewer support resources needed per event, due to better knowledge base self-service

Methods

Personas
For personas, we used two Crowdcompass and one Event persona that are part of our persona family created by the User Research team at Cvent. While there are multiple personas, we narrowed down three personas that will be involved in the account linking process. These personas are specialists and planners who work directly with Cvent products and have a range in experiences and needs. Below are the slides from our design review presentation.

Initial Research and Findings
Due to constraints and limitations, the User Research team is not involved until later stages past the MVP. However, for the MVP we were able to pull three key findings.
  • Planners want a single Salesforce profile
  • Approx. 60% of CrowdCompass users are also Cvent Core users
  • The product terminology won’t necessarily be familiar to all users
Use Cases
We identified five specific use cases that cover the different situations a user is in when they are linking accounts. Since Cvent accounts are linked specifically to the Salesforce/Help Center, whether a user has a Cvent account is crucial to the design process.
  • I click a help link in the EventCenter when I’m logged in to CC
    1. I am a CrowdCompass user, and I have a Cvent account
    2. I am a CrowdCompass user, and I do not have a Cvent account
  • I open a link to the Help Center when I’m not logged in to any CC/Cvent accounts
    1. I am a CrowdCompass user, and I have a Cvent account
    2. I am a CrowdCompass user, and I do not have a Cvent account
    3. I am a not CrowdCompass user, and I have a Cvent account
Sketches and Diagrams

Final Flows and Screens
Due to time constraints and other constraints, we only created a final set of flows for use case 1: I click a help link in the EventCenter when I'm logged into CrowdCompass.

Since many Cvent products have different systems and designs, we chose to follow Cvent's core design language that is used for its main products.


Conclusion
To finish up with this project, I spent some time sketching potential ideas for how this account linking flow between CrowdCompass and Cvent for the help center will lead into the overall larger issue of universal login accross all Cvent products. View the sketches and ideas here (coming soon).

Takeaways
  • Learning how to work with multiple segments in a company User Research, Project Management, UI Development, Dev Ops, and remote workers. My technical background due to my Information Systems major was extremely helpful with this process. I was able to communicate more efficiently with the developers as well as translate for other designers.
  • Navigating the tradeoffs needed to be made by technical constraints. For example: Using a pop up window to authenticate a user is much easier to build due to the way our product teams are scheduled. However, having a pop up window appear when a user did not prompt one is disruptive. I learned how to fight for the user's needs while also working with the limitations of the development team.