Overview
Development Team Collaboration
Full UI Design
Comprehensive UX Design Specification
Navigation structure design and complex modules
Focused user research
Main Problem
Until now, only operations teams had access to the system. The organization's clients (HR managers, procurement, etc.) submitted requests manually, creating bottlenecks, errors, and a lack of transparency.
Goals
To empower the organization's clients to become active participants in the process – creating orders, tracking statuses, and making changes – according to their assigned permissions, without requiring operational mediation.
Target Audience
Super-Admin
Settings management
User permissions
Reports
External Clients with Access Permissions
Create bookings
Track status
Edit changes
Assign employees to trips by shift schedule
Internal Operations
Team
- Full control over bookings and route changes
- Booking approval
- Driver assignment
Chllenges
- Designing for users with varying levels of expertise within the same interface
- Balancing high flexibility with protective guardrails
- A complex operational system that needs to feel simple to a new user
- Maintaining seamless workflow continuity between client → operations
The Research
The permissions management system in OptiCity did not adequately meet the needs of large, multi-user organizations. Users struggled to understand which permissions existed, to whom they were assigned, and why.
Additionally, there was no way to track changes made over time.
- In-depth interviews with key users
- Analysis of service cases and issues with support
- Review of existing interface and understanding the actual flow
The Insights
- Managers avoid handling permissions themselves due to uncertainty and lack of understanding of the consequences.
- The existing interface did not provide them with enough information or confidence to act, leading to fear of mistakes or dependence on others.
- Our goal was to make permission management an action that is:
- Clear in terms of consequences,
- Accurate in matching field needs,
- And safe to use – even for less tech-savvy users.
Users’s pain points
Unclear permissions – it wasn't clear what each permission actually allowed
Cluttered and confusing interface – difficulty locating and managing permissions easily
Fear of making changes that could affect other users
Lack of group duplication – every change required manual work from scratch
No change history – it's impossible to know who changed what and when
Clear tooltips and explanations – each permission includes a brief explanation clarifying what it actually allows
New UI for permission management – hierarchical view by modules, with clear division by roles
Warnings and confirmations before sensitive actions to prevent unintentional mistakes and strengthen the sense of control
Permission group duplication – ability to duplicate an existing group, modify details, and save under a new name instead of starting from scratch
Complete change history – a dedicated screen showing who made changes, when, what changed, and why, including filtering and search options
User Journey map
Market Analysis
Design
- No hierarchy or grouping by modules/domains
- The user doesn't know what to act on, no user flow
- No indication to the user of their location on the screen
- Buttons and table view are unusable
- Cannot identify who is assigned or duplicate a group
- Confirmation buttons at the bottom of the screen after extensive scrolling
The Solution
- Hierarchical structure by modules and roles
- Simple language + tooltips wherever relevant
- Option to duplicate permission groups with one click
- Flexible assignment by departments/people
- Smooth, precise user experience that maintains transparency
Create a new permission group
Takeaways
Permission management is true UX. Even if it's an internal system—if the user is afraid to use it, we've failed.
Transparency equals confidence. Documenting changes, clear feedback, and the ability to replicate—not just convenience, but a sense of control.
Simplicity is strength. Especially in complex systems—the design should feel light, predictable, and not overly technical.
The Research
The route editing feature in the OptiCity system is designed to enable operations teams to edit existing shuttle routes easily, quickly, and safely – as part of the ongoing management of trip planning within the organization.
The main challenge was to create an interface that allows control over the route without overwhelming the user – whether they are new to the system, working under pressure, or dealing with real-time issues.
Key challenges
- No clear consolidation of possible actions
- Instructions for action are hidden and not available during use
- Lack of feedback or explanation regarding the meaning of changes
- The current design is not suitable for new users
- Observations of an operations person in real-time while conducting routes
- In-depth interviews with team managers/purchasing managers of various clients
- Feedback from new users who have joined the system
- Tracking requests to the support team
The Insights
A new user cannot figure out on their own how to change a station's location.
Many were unsure how to "grab" the station and move it.
It was unclear if changing the station also affects the order of stops, times, and the route.
There was a fear of making irreversible mistakes.
:In summary
There is no place for a new user to enter the system and perform such actions; there is no guidance, no instructions, no feedback
Users’s pain points
The interface is unclear, with information scattered between the map and the trip list.
Actions are performed directly on the map without clear context.
The interface is not intuitive – so only experienced users manage to operate it.
Users are afraid to make mistakes – so they avoid taking actions.
Market Analysis
Wireframes
The Solution
When selecting a trip, the route of the trip is displayed on the map
By clicking on the map area, the map is expanded horizontally to focus the user on the actions on the map
Any user – whether new or external – can perform the action with complete confidence, without guidance.
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