Support Access Experience
UX for Admin Support Flows in SaaS Platform.
Designed to create a clear, permission-based workflow
where admin users can confidently provide and monitor support access.
Duration
3 weeks
Team
1 UX Designer, 1 Engineers, 1 PM
My Role
Lead UX Designer
Project overview
Support engineers often require temporary access to customer environments to debug and resolve issues—but granting this access was manual, inconsistent, and risk-prone. Our goal was to create a clear, permission-based flow where admin users can confidently provide and monitor support access.
Problem
- Security risks due to uncontrolled access
- Delays in issue resolution
- Lack of transparency on support activities
- Manual coordination between teams
Solution
- Clearly defined request + grant model
- Time-bound and scope-limited access
- Transparent activity logging
- Embedded user education
Research & Discovery
User Interviews
We conducted interviews with 12 participants across two key user groups:
Admin Users (6 interviews)
- Need clear visibility into support activities
- Want granular control over access permissions
- Require audit trails for compliance
- Prefer time-bound access for security
Support Engineers (6 interviews)
- Need quick access to resolve urgent issues
- Want clear scope of what they can access
- Prefer streamlined request process
- Need visibility into request status
Analytics Review
73%
Support requests delayed due to access issues
4.2h
Average time to grant access
89%
Admins want better audit visibility
Competitive Analysis
Sumo Logic
Strong role-based access controls with detailed audit logs. Time-bound access with automatic revocation.
⭐⭐⭐⭐⭐
Datadog
Basic support access with manual approval workflows. Limited visibility into support activities.
⭐⭐⭐☆☆
Mockups
