Cynthia Ahlquist

Editor • Content Designer • Word Nerd

“Add Single User” Flow UX Copy: Post-Purchase User Journey

Situation

This is a modal from a post-purchase user flow for a series of SaaS K-12 curricula. It’s part of the License Administration Tool (LUM), a feature for program administrators who manage which educators at a site or district are given access to the curricula and which program roles they’re assigned.

Originally, the language and model was based on a school needing to have a separate license for each of the curricula they were teaching. But the organization switched to a site-license model that packaged all the program licenses a school purchased.

Task

This piece is part of the flow for adding a single user to a license. Some of the critical things this copy needed to accomplish were:

  • We needed to give administrators a quick, easy way to understand how roles and permissions worked together and decide which role the user they were adding should have. Originally, there were only two program role tiers, which aligned with the two levels of permissions in the software. The adult education program included a third role tier, but we didn’t create a third software permissions tier, so roles and permissions no longer aligned 1:1.
  • Since we’d changed from a license-based to a site-based model, we needed to make the language inclusive of all the programs a site could be using.
  • We needed to tell administrators the system would automatically send a confirmation email to the person they were adding OR that they could send the email later, in a different part of the flow.

Actions

  • We very briefly listed out the three program tiers and their permissions. We didn’t want to repeat “can” so many times, but it was clearer than putting “can” in the lead-in or leaving it out altogether.
  • We put a link to the “Add Multiple Users” flow toward the top to ensure admins could switch flows quickly if they were in the wrong one or didn’t know there was a group-add flow. 
  • We added a heads up about the email that’s sent when a person is added and asked if the user wanted to delay that email. We also provided access to an FAQ about the emails, because it can be confusing, and for technical reasons the FAQ was the only viable option for providing more information at the time.
A very complicated modal in which administrators can add single users to their program license. It has a blank for the email of the person they're adding and a radio button list of items from which the administrator can select the role the person will have. The list details out what each role can do so the administrator can select the correct one. There's also a box in the lower left corner asking the admin if they want to send email notification now, or wait until after they've introduced the program to users. They select their response with a radio button. In the lower right, there's a cancel button and an Add User button for when they've made their selections.

Results

Our client support and sales teams reported that this new content significantly reduced user questions about role assignment, but the organization didn’t have quantitative metrics at the time of my departure.