Initial role-permission model introduced confusion across coaches and caregivers.
THE DECISION
Redesigned permission flows and visibility logic to reduce ambiguity and edge-case errors.
User research showed permission confusion was causing drop-off
Complex permissions created support burden and user frustration
Simpler model would improve onboarding and daily usage
Clarity trumps flexibility for non-technical user base
Improved usability
Reduced onboarding confusion
Lower support burden
Granular permission control
Power user flexibility
Some edge case handling
Improved usability and reduced confusion during onboarding and task assignment. Support tickets related to permissions dropped significantly.
For multi-persona products, clarity beats flexibility. Users don't want to think about permissions—they want to do their job.