Case Study
Introducing Permission Roles for VCAT Business Portals
5min read
Objective
Enable real estate businesses using the new VCAT business portal to operate under a single organization account with defined permission roles, restoring company-level collaboration that existed in the legacy portal while complying with stricter security requirements.
- Replace legacy shared credentials with a secure, role-based hierarchy.
- Fold individual user accounts into organization-based accounts.
- Introduce three permission roles: Org Admin, Branch Admin, Regular User.
- Achieve this via a one-off migration, not a full product re-architecture.
Impact
I identified critical gaps in the initial permission model and reshaped the solution to better reflect real-world workflows.
- Facilitated design walkthroughs and focus groups with external stakeholders.
- Discovered the need for three tiers instead of two and introduced branches in the database and UI.
- Designed and prototyped a three-tier model with branch-level filtering.
- Collaborated with architects and developers to align the solution with technical feasibility.
Problem
The initial design featured a two-tier permission system (Admin / Regular User), which did not support real estate business workflows.
Key issues:
- Large or franchise companies would see all cases across all branches, creating noise and operational inefficiency.
- Small agencies were less impacted, but high-volume users could not work effectively.
- Stakeholders perceived the new portal as less functional than the legacy system, risking trust and adoption.
- The challenge was to realign an already-decided solution without major rework.
Hypotheses
- A three-tier hierarchy (Org Admin, Branch Admin, Regular User) better reflects company structures.
- Branch-level segmentation with filters would prevent information overload for large organizations.
- Borrowing SaaS permission patterns (e.g., Miro) would reduce confusion and adoption risk.
- Edge cases, like removing a user, could be handled via reassignment flows to avoid orphaned cases.
Opportunities
- Filters and tables: Low-technical-effort change delivering high user impact.
- Right-time permission expansion: Adding a third tier while designing the system minimized future rework.
- Leverage familiar SaaS patterns: Reduced risk and provided a clear reference model.
- Feature matrix for alignment: Helped architects, developers, and stakeholders understand and compare role responsibilities.
- Single source of truth: The matrix was reused internally and externally for consistent communication.
Key Insights
- Structural, not visual problem: Permissions and branch-level data needed to exist in the backend first.
- Real-world hierarchies vary by company size: Three tiers were essential for large franchises.
- Feature matrices clarify complexity: Helped technical teams understand roles, reducing miscommunication.
- Established patterns reduce risk: Borrowing familiar SaaS workflows increased stakeholder and user confidence.
Design Explorations / Deviations
- Filter vs search: Filters were retained to support branch segmentation.
- Branch display: Single table with filters chosen over separate tables for clarity.
- Microcopy & flow tweaks: Deferred some minor “delight” elements to reduce scope.
- Scope trimming: Adjustments for implementation sizing were considered, but the core three-tier and branch model remained intact.
Solution
- Three-tier permission model: Org Admin / Branch Admin / Regular User.
- Branch concept: Users can view cases per branch.
- Filtering options: Filter out closed cases or view only relevant subsets.
- SaaS-aligned workflows: Familiar patterns reduce learning curve.
- Validated with stakeholders and reconciled technical, operational, and user needs.
Outcome
- Prototype feedback: Highly positive from external stakeholders.
- Pre-launch expectations: Build closely mirrors prototype; minimal usability backlash anticipated.
- User benefits: Branch-based visibility, role-based permissions, and filtering improve efficiency over legacy portal.
- Operational benefits: Reduced support inquiries, more efficient workflows.
- Trade-offs: Reporting dashboard deprioritized in favor of table exports or Power BI integration.
- Strategic impact: Demonstrates listening to users and improving trust in the portal.
What I Learned
- User validation is paramount: Assumptions from peers or business stakeholders are insufficient.
- Communicate abstract ideas effectively: Prototypes, slides, and structured artifacts help users visualize experiences.
- Leverage internal support: Comms/project teams allow designers to focus on design while managing scheduling and expectations.
- Tailor communication to your audience: Developers and architects prefer logical matrices for complex permissions.
- Balance influence and collaboration: Guide solutions while incorporating stakeholder input.
- Patience and persistence: Multiple sessions and iterative discussions are necessary for alignment and buy-in.
