Core design challenge

The main challenge was designing a permission system that worked for:

Operational users (store-level)
Administrative users (organization-level)

Without overwhelming users or enabling unsafe configurations.

I led the design system adoption (Shadcn + Tailwind) in this project:
Partnered with engineering on tokenization, documented component usage in Figma, and set guidelines for the product design team, enabling a consistent and scalable UI.

What works today

Clean and structured layout
Clear visual separation of sections
Strong operational value after setup
Clear ownership of responsibilities

High-impact Opportunities

Predefined operational roles
Clear differentiation between PIN and email access
In-product guidance for first-time setup
Explicit post-configuration feedback
Messaging that reinforces operational value

Context

Before this redesign, user management in Parrot currently operates at a store level. This limits and complicates usage for organizations with multiple locations because:

Organization-level permissions didn’t exist as first-class entities
Users were duplicated across stores, requiring manual updates per location
Roles were defined per store, forcing duplication across the same organization
No visibility into which users or roles had access to which stores
No clear organization admin role for end users
High cognitive load during onboarding for administrators

This resulted in friction, errors and high operational effort, especially during onboarding.

Goals

Support tickets related to the Staff module: If the redesign works, customers should not have to contact support to set up users and should be able to do it independently.

Role

Product designer:

UX flows, information architecture, permission system modeling, UI design for complex systems, iteration based on user interviews, edge cases and guardrails.

Tools

Figma, Notion, ChatGPT, user interviews.

Conclusion

Personal V3 is functional and valuable, but it needs to help users understand it before they use it.

Key Design Decisions

Separating Users and Roles:

Roles define permissions and capabilities.
Users inherit behavior from assigned roles.
Organization and Store scopes coexist but are clearly separated.

This enabled scalability and reduced duplication.

Permission grouping by context

Permissions grouped by scope (Organization / Store).
Tabs used to reduce cognitive load.
Switches and checkboxes combined based on permission type.
Store permissions prioritized over organization permissions based on real usage patterns.

Create role and activate permissions

Role-dependent inputs

During user creation:

Email, password and PIN fields are locked by default
Fields are dynamically enabled based on the selected role

This communicated that credentials are role-dependent, not optional.

Interviews revealed that while the UI builds trust, understanding remains a challenge, highlighting future improvement opportunities.

Create user and asign role

Create role with store and organization permissions
Create user and assign role
Edit role with associated users
Auto-generated roles from users
Edge cases such as deleting roles with assigned users

Core flows

Results

Enabled a scalable organization-level user and permission model.
Reduced duplication of users and roles across stores.
Improved onboarding speed and configuration consistency.
The module’s value becomes clear once real operations begin.

The problem:

Parrot administrators need a centralized space to manage users across their organization.

Permissions must clearly and transparently define what each user can do, avoiding confusion and unnecessary dependencies.

Impact: reduce support tickets related to the Personnel module.

Teams involved: Product, Engineering, Sales, Onboarding, Support, Marketing, Acquisition.

Personal — User & Role Management System