TMO User Management Admin View
This view of the user profiles allows administrators and Information Services Coordinators (ISCs) to assist users with account management, troubleshooting, and security-related issues.
The Ask
Provide Admin/ISC with a streamlined interface to quickly assess account statuses, track user activity, and efficiently assist users with account recovery and management.
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Background
The old system lacked clear account statuses, had scattered information in an outdated interface, and made reviewing user activity cumbersome creating inefficiencies and increased frustration.
Goals for Support & Oversight
View
01
Improve Account Status Visibility
Allow admins to quickly assess an account’s state and take appropriate actions.
02
Streamline Support Workflows
Make it easier for ISC to track user and admin activity, reducing time spent troubleshooting.
03
Enhance Usability & Navigation
Implement authentication safeguards while maintaining a seamless user experience.
04
Clear & Actionable Communication
Work with UX content strategists to create messaging that simplifies complex actions.
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Challenges and Solutions
The UX team collaborated closely with ISC representatives and developers to understand and streamline workflows. Additionally, UX content writers played a critical role in ensuring clear, action-driven language to improve usability for two key challenges
1. User & Admin
Activity Logs
⚠️ The Challenge
The original customer activity table was overwhelming and unable to be used to its full potential, displaying technical strings of code instead of meaningful data.
Admins struggled to quickly track user actions, making support interactions inefficient.
Customer Activity table (Before)
✨ The Solution
We redesigned the table into a user-friendly, filterable format, renamed "User Activity".
The team loved the idea and decided that they would also like to track administrative activities in that same table.
However, we quickly figured out that all that information could get tricky to display because not all users have admin permissions.
We proposed to have another tab called "Admin Activity" with the same UI, just different content that is displayed only to those with admin roles.
Filters
To narrow down results in a quick manner
Table
Displays helpful information regarding the user or company
Tabs
Designed to display more information based on the roles and permissions of the user
CTA
Allows admins/ISC to quickly resolve account issues
Details
Opens up a modal with more activity details
Badge
Displays account status at a for quick recognition
2. Account Status & Quick Actions
⚠️ The Challenge
Admins needed a faster way to determine an account’s status to provide accurate support.
The old system didn’t clearly display status indicators, making tasks like password resets confusing and time-consuming.
Understanding and improving these workflows before designing a solution was essential.
✨ The Solution
The UX team mapped out the existing password reset flow, identified inefficiencies, and redesigned a more intuitive process while staying within technical constraints.
❋ Color-coded badges instantly indicate account status on the top header card.
❋ Quick action button and meatball menu on the profile header dynamically update based on account status
❋ A color-coded alert on the "Manage Account" tab provides admins with guidance on the account’s status and recommended actions.
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The Results
This redesign transformed the Admin/ISC profile view into a more intuitive, structured, and efficient support tool that empowers them to provide faster and more effective assistance.
Impact
The redesigned Admin/ISC profile view may appear simple at first glance. However, achieving this required a deep understanding of account statuses, system processes, technical feasibilities and the daily challenges administrators faced.
By addressing these challenges, the redesign significantly improved efficiency for ISC and admins: the new activity logs made it easier to track user and admin actions, while clearer account statuses reduced troubleshooting time.
Enhanced Visibility
Better User Guidance
Consistent UI Across Pages
Stronger Account Oversight
Search Functionality
The search functionality is one of the key entry points in Texas Mutual Online (TMO), serving as an essential tool for users to quickly access important information. By simplifying the search process and making results more intuitive, the design aims to enhance productivity and reduce frustration.
