Streamline user access management
Search using name or email
Role
Status
Credit analyst, Business L1
AM
Aarav Mehta
aarav.mehta@organisation.com
Active
Business L1, Business L2
rahul.deshmukh@organisation.com
Invite sent
Expired
Business L2
nikita.singh@organisation.com
Invite sent
Operator
PS
Priya Sharma
priya.sharma@organisation.com
Active
Credit Analyst, Business L1
VN
Vikram Nair
vikram.nair@organisation.com
Active
Credit Analyst, Business L1
NK
Neha Kapoor
neha.kapoor@organisation.com
Active
Technical Support Engineer, Product Owner
KM
Kavya Menon
kavya.menon@organisation.com
Active
Credit Analyst
IR
Ishita Rao
ishita.rao@organisation.com
Inactive
Technical Support Engineer
AJ
Ananya Joshi
ananya.joshi@organisation.com
Inactive
Technical Support Engineer
AJ
Ananya Joshi
ananya.joshi@organisation.com
Inactive
User
Role
Status
User Management
Invite users
Users
Context
Navi operates in the fintech space with multiple products, with Lending being the core offering. We co-lend with organizations, enabling them to track deals, payments, lending parameters, and more through our web portal, Navi Lending Cloud.
Initially, with just 1-2 partners, a dedicated User Management (UAM) system wasn’t a priority. However, as we scaled and onboarded multiple partners, the lack of a structured UAM led to major inefficiencies, dependencies, and security concerns—prompting a complete overhaul of our approach.
my role
Research, Analysis, Product Design
TEAM
2 Product Managers & 5 Engineers
TIMELINE
4 Weeks
Create an MVP version of user access management that solves for dependency on Navi teams, reduces TAT, builds trust, and gives control back to the co-lenders
RESEARCH
Understand the problem
User interview - what our current user base was saying
It first started with understanding from our current users, i.e, our internal user's product and business teams. Post that we had conversations with co- lender users
Who are our users
Internal users (Tech, Business, Product, Ops)
External users (Colenders, DA Partners, On balance Partners, Due diligence)
Insights from user interviews
Waste of time in longer process
The role creation and assigning are done by Navi backed and product/business team with request being generated by Co lender team, it increased TAT
Dummy login creation
Navi teams had no visibility of co-lender data as we didn't have permission to help co-lenders or go through data
No visibilty of user access
Co lenders had no visibilty of how many users they have or what kind of permissions are assigned to them
Unable to deactivate / delete users
Co lenders werent able to manage any user without Navi intervention.
The available roles for assignment are limited,
and the user is required to re-enter their username to assign a role.
User activation is done by another process
OVERVIEW OF THE OLD EXPERIENCE
Navi user is creating an account for another
co lender user with password and user name setting
The user experience feels disjointed as it is multiple steps to complete the process. The "Activate User" tab is placed above the "Assign Role" tab in the navigation, creating a poor user experience.
RESEARCH
Breakdown of problem
Dependency on Navi
Breach of trust and compliance
Lack of autonomy for co lenders
Limited roles
Dated user interface
Unable to manage roles
PROCESS
How are others doing it?
We analyzed how leading organizations handle user management, focusing on AWS, Okta, Zendesk, and Salesforce. We aimed to understand their approach to user creation, permission allocation, and role management.
MARKET analysis
PROCESS
Early attempts to understand viabilty
Through our market analysis, we gained insights into how major organizations implement admin and super admin workflows. By mapping out the roles and responsibilities of super admins and admins, we reached a decision to remove PoC responsibility for these roles and allow for multiple role combinations
MAPPING TO UNDERSTAND VIABILITY
PROCESS
Prioritisation for MVP
Based on our market analysis and user pain points, we mapped out effort versus impact to identify what holds the highest priority for us at this stage as an MVP.
MVP star assumption
Toughest decision! we are fully aware of the restrictiveness this construct will bring into the system, For MVP we wanted to get the ball rolling and launch role creation as the next steps, if we get enough requirements.
An assumption was made here that unlike tech companies we don't need single permissions and have limited people using the Navi lending cloud, hence custom role creation or permission sets can be avoided at this stage
EFFORT MATRIX TO MAP EFFORT
PROCESS
Zeroing on features
Invite user
User sign up
Edit/ forget password
Dashboard to manage users
Deactivate users
Assign/edit user roles
PROCESS
Redefining roles and user journey
Our current experience only offered 2 roles which had access to all or controlled limited access
Admin
Operator
External
Read and write access for limited features
Internal
Read access for limited features
External
Read and write access for all tabs exposed to lenders
Internal
Read and write access for all tabs
CURRENT ROLES MAPPING
Organisation
Users
Roles
Permission
Product
PROPOSED ROLE MAPPING
final outcome
Final Outcome: Highlights
INVITE USER
Send an invite to the in
the user's email
and assigning role
With the new experience, we give the co-lender users with UAM access to invite one or multiple users to join NLC.
Users can add emails and select roles by either choosing from the list or copying roles from another user
INVITE USER
Select user's role from
the given list
We explored multiple iterations for the visual experience, including dropdowns and open lists.
However, the modal proved to be the most effective as it clearly bifurcates the options, allowing users to either select roles or copy roles.
Each role defines the features available to a user, and multiple roles can be assigned to a single user.
Select user roles
Learn more about role permissions
Operator
Retry management, User management, Reports
Business L1
Performance dashboard, Credit policy, Retry management, Reports, User management
Business L2
Performance dashboard, Credit policy (with edit access), Retry management, Reports, User management
Technical Support Engineer
Retry management
Credit Analyst
Performance dashboard, Credit policy
Cancel
Assign roles
INVITE USER
Copy roles from another user
After our feedback call, we learned that users often create multiple users in a single day. To enhance ease of use, we introduced the "Copy Roles" feature and added an option to deselect any roles that are not needed.
DASHBOARD
Dashboard for users with UAM permission
Users with uam permission have a view of how many users are under which roles and also can see default roles and permissions, users can be managed via dashboard
user profile
User profile to manage roles and user deactivation
Users' info contains username, mobile and org email while also serving the capabilty to edit existing roles.
user profile
Timeline to audit user's
journey of roles
With the new experience, we give the co-lender users with UAM access to invite one or multiple users to join NLC.
Users can add emails and select roles by either choosing from the list or copying roles from another user
Invite sent
Product owner
KM
Kavya Menon
12 Oct, 2022
12:03 PM
Role added
Business L1, Credit Analyst
KM
Kavya Menon
12 Oct, 2022
12:03 PM
Role removed
Product owner
KM
Kavya Menon
12 Oct, 2022
12:03 PM
User created
VN
Vikram Nair
12 Oct, 2022
12:03 PM
PROCESS STILL
Takeaway
The implementation of a self-service User Access Management (UAM) system significantly improved efficiency, security, and trust for Navi’s co-lenders.
By reducing dependency on Navi’s internal teams, onboarding time was cut by 70%, allowing users to manage access independently.
The introduction of granular role assignments and a clear user dashboard provided complete transparency, reducing internal support requests by 85% and giving co-lenders full control over user permissions.
This led to a 60% increase in user adoption, with more partners managing their own teams instead of relying on Navi. The project highlighted the importance of self-service UX, showing that giving users autonomy enhances efficiency while reducing operational overhead. Additionally, benchmarking against platforms like AWS and Okta helped define best practices, ensuring the solution was scalable and secure.
Moving forward, the next steps include custom role and permission management to further enhance security and flexibility. By streamlining access management, Navi not only improved user experience and security but also built a scalable foundation for future growth in its lending platform.