Moving User Management out of databases and into the hands of customers.
Background
Stream is an ESG product that currently operates with a "white-glove" service model. This means our internal customer service team is responsible for implementing and maintaining each client’s data and site configuration. However, our CSRs still rely heavily on databases and manual queries, which slows down onboarding and ongoing support.
To improve efficiency and reduce costs, we aim to transition Stream into a more self-serve product. A key step toward this goal is developing a User Management feature that eliminates the need for internal database access and enables clients to manage their users directly through a new interface.
Currently, users are assigned sites (buildings) giving them access to view a building. Then they are assigned to a user group
Issues
We quickly identified a few key issues with our current internal system:
Data was spread out: One problem with Stream was that comparing data was difficult because it was siloed across different pages. As noted in the information architecture story, navigating between details and summaries was challenging.
Overwhelming filters: The top half of the page was dominated by filters.
Overcrowded table: The data table contained twenty columns, making it difficult to use.
Notifications: Moving this from internal to external called for a way to communicate status and actions with the client.
It was ugly and out of date: I believe updated, modern UI creates trust and confidence in the product.
The entire software needed a more robust data table. This was the perfect time to advocate for investing in the feature.
Table Solutions
This new table solved a few things very quickly.
We moved the filters into the table: This cleaned up the overwhelming amount of filters at the top of page. Some of those filters were not typically used.
Customization: We had multiple user types that used the table differently. The new table allowed users to hide columns and arrange them according to their needs.
Communication: We introduced a notification feature so that clients could keep up to date on the progress of issues eliminating emails and calls.
Previously, account level and bill level data where in separate places. We introduced a side sheet in order to easily drill-down into the information quickly.
Completeness Widget
This widget gives the user a complete picture of the status of their property or portfolio immediately upon landing on the page. It responds to the filtering on the table as well.
Completeness Ranking
I developed this feature to help users quickly identify asset types, locations, and data sources with the lowest completeness rankings, allowing them to focus their efforts where it's needed most. The widget enables filtering by 1-3 categories, dynamically adjusting based on selected criteria. Users can view data completeness percentages and click the filter to apply it directly to the larger table below.
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