Summary: Admins expressed extreme frustration due to n error that prevented them from adding users and required them to reach out to LogMeIn's support teams. I designed and championed a self service solution for those impacted users. The feature dramatically reduced the impact on support staff as the failure rate dropped from 400+ times a day to zero.
A single email address cannot hold multiple licenses of GoToMeeting. As its user base grew, this problem became more and more prevalent over the last decade. I collected quantitative behavioral data and qualitative interview data, which showed that:
As a leader in the Identity team, I was also responsible for orchestrating internal readiness. I drafted the technical documentation, presented demos, and created a promo video showcasing many of the support staff that had dealt with this problem for years.
The feature met an enthusiastic response. Director of Customer Success noted, after more than a decade of the error, "...finally Goodbye! Great work team". Due to the project's impact on the business I was selected by leadership to represented this project and our team at a company-wide webinar attended by over 400 employees.