Join team account invitation
Defined The Problum
Multiply Invite
In a system like Lusha, many employees within a company use the platform. New team members aren't always aware that their company already has an active account, so they sign up for free trials and then abandon the system. We want to identify these users and add them to their appropriate teams. This solution will improve credit management, increase platform usage, and help administrators manage their teams while enabling better data sharing among all sales professionals.
Working with the Product Manager, we identified a customer pain point: administrators struggle to reach all users and help them access their accounts under their proper team structure.
This issue leads to inefficient credit usage and unnecessary credit purchases.
The Challenge
Identify users and add them to their appropriate teams
User Flow
I undertook the task of improving the user credit management feature. By analyzing the needs of the system and understanding the pain points, I implemented a solution that enhanced the user experience and highlighted status differences effectively.
To address these challenges, I first mapped the user needs while considering the intuitive flow of someone entering the system. We ensured that each user would be identified by their email and notified about their company's existing active account. I then created solutions for various scenarios a user might encounter and addressed potential issues to ensure a smooth and quick journey to their account, primarily to prevent abandonment.
Examples
Users entering the platform receive trial credits to test the system. In such cases, the data doesn't remain in the CRM systems, and we need to guide users to join their company account.
We created a solution where new users are identified by their email and receive options to join their correct team and utilize the available credits. Since there were still cases where users weren't successfully joining their teams, we implemented a top banner that helps users quickly and easily connect to their appropriate group.
The user receives confirmation that they have successfully joined their appropriate team through clear visual indicators and messaging. This verification step ensures users feel confident they're now connected to their company account and have full access to their team's credits and shared data. The immediate feedback helps create a seamless onboarding experience and encourages active platform engagement.
Challenge Discovered During Research:
When a user agrees to join their team but there are no available seats in the account, what happens?
Solution:
I designed a solution that maintains clear communication and provides a path forward:
The user receives a notification explaining that all team seats are currently occupied
They are given the option to send a request directly to their administrator
The system manages their pending status until the admin reviews and approves their request
Implementation Context: Given the technical constraints of the system, this solution offers the most efficient path while:
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Maintaining transparency with users about their status
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Providing a clear action path
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Keeping administrators in control of seat management
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Creating a documented request process for team expansion
The Impact & Results
User Engagement:
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Significantly reduced account abandonment rates as users successfully connected to their company teams
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Improved user onboarding experience through clear guidance and immediate feedback
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Increased platform adoption across company teams
Administrative Efficiency:
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Streamlined team management process for administrators
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Enhanced visibility of team member status and credit usage
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Reduced time spent on manual user assistance
Business Value:
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Optimized credit utilization across teams
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Eliminated redundant credit purchases
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Improved data sharing and collaboration between sales team members
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Better tracking and management of company-wide platform usage
System Performance:
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Decreased number of duplicate accounts
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More accurate user attribution within company structures
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Enhanced visibility of team capacity and seat allocation