New enterprise Mural members kept getting stuck when trying to join a workspace if their admins had settings configured a certain way. Turns out, over 40 enterprise workspaces had this configuration and this 'limbo' state was trapping hundreds of new users every day.
Up against the clock, I led a workshop with the Customer Success to devise three solutions to tackle the Limbo issue. But... which would we choose?
I was the Product Designer and visual lead working on this along with my PM Ryan Linden and content design from Tyler Altes.
While my team was performing some improvements to the 'Select a workspace' screen for new Enterprise members, a colleague from Customer Success reached out to ask if we could look into a scenario for him. Turns out, if a workspace met either of these criteria:
New Members, instead of being able to choose a workspace, were stuck in a ‘Limbo State’ with no way for them to move forward. 44 enterprise customers with $3.8M+ of ARR in total were set up this way as of 2/9/23. This is what you saw if you tried to create an account:
I collaborated closely with the customer success team to align on a solution which would work well for new users and administrators alike. If we made it too easy for new users to get into a workspace, it may put too much of the load on the workspace admins to filter through the new users. But if we made it too involved for new users to get into a workspace, and they may decide not to move forward at all...
This was the first option thrown around, and while a potentially good preventative measure, ultimately it was decided that admins should be able to configure their workspaces without limitations. How we'd move forward shouldn't enforce a change to workspace settings.
If the problem is that users cannot select a workspace themselves, an admin would need to admit them to one. This solution, devised with speed-to-market in mind, would provide newly created members with a screen prompting them to email an admin asking for admission to a workspace. While the email format would be ideal for allowing the users to communicate what their intention is for using Mural, it was generally decided that this required far too much work from the users. Additionally, an Admin would still have to go into Mural and admit these users to a workspace... that is, if they een knew how.
The last solution discussed involved displaying a screen after a user finished creating their account. Here a user could click a CTA that would send an automated email to the admin requesting that they add the member to a workspace. Although not a perfect solution, giving users a concrete action to take and giving admins a direct route to admit these users felt like a huge step up from what came before.
Section details forthcoming....