The Challenge

By the end of 2017, SafetyCulture’s flagship product iAuditor was in the hands of users all around the world.

When iAuditor came to market in 2012, its customer base mostly consisted of small accounts. As the product matured, it attracted larger organisations. Unfortunately, the user management tools remained largely untouched, resulting in customers struggling to perform basic user management tasks.

I undertook the task of improving the administrative experience of user management within iAuditor.

Defining the Problem

To understand the problem space we collected internal feedback from support staff who help iAuditor administrators daily. We also conducted extensive customer interviews. Through this research phase we identified administrative goals, jobs to be done and pain points which led to the following problem statement:

It’s time consuming, and sometimes impossible for administrators to find information they need about their iAuditor users.

Scattered User Information

Administrators, for a variety of reasons ranging from user set up, to troublehooting, often seek the following user information:

  • General details (name, email address, device allocation)
  • Permission settings
  • Group membership
  • Template access

Unfortunately there was no one place in iAuditor where this information was accessible. Detailed below are the four sections of iAuditor that administrators navigated through to find such information.