Portfolio
Zoho's Identiy Access Management
How revamping Zoho’s user education, documentation, and sign-in flows helped scale their identity platform to over 100 million users—while slashing support tickets and driving MFA adoption.
Year :
2018 - 2021
Industry :
SaaS
Client :
Zoho
Project Duration :
3.5 years
Problem
Zoho's Identity and Access Management (IAM) platform was rapidly growing, but their support systems weren’t keeping up. Users struggled with scattered documentation and a clunky sign-in experience. This not only affected customer satisfaction but also put pressure on the support team with rising ticket volumes and slower resolution times.
Challenge
The team needed to simplify and scale the IAM experience across millions of users without disrupting existing workflows. It wasn’t just about rewriting documents. It involved reshaping the user journey, redesigning support content, and driving adoption for critical security tools like multi-factor authentication (MFA)—all while ensuring clarity for both end users and support staff.
Solution
Kaavian led a full overhaul of the Zoho Accounts help and education content. This included streamlining guides, making support documentation more intuitive, and updating UI copy across key IAM touchpoints. He also worked on improving the sign-in flows and was part of the OneAuth relaunch—Zoho's MFA app—taking it from 12,000 to 360,000 active users. As a result, more users were able to solve issues on their own, the support team handled fewer tickets, and the product scaled smoothly to serve over 100 million users.
Summary :
The "Summer Vibes Festival Campaign" successfully captured the lively spirit of summer through a series of eye-catching promotional materials. By combining vibrant colors, playful design elements, and cohesive branding, the campaign generated excitement and anticipation for the event.
This project demonstrates how thoughtful, well-executed design can elevate an event’s visibility, attract a wider audience, and create a memorable festival experience from the very first impression.
More Projects
“Framer is one of the best web builders I have ever tried. It’s like magic.”
“Framer is one of the best web builders I have ever tried. It’s like magic.”
Author
Portfolio
Zoho's Identiy Access Management
How revamping Zoho’s user education, documentation, and sign-in flows helped scale their identity platform to over 100 million users—while slashing support tickets and driving MFA adoption.
Year :
2018 - 2021
Industry :
SaaS
Client :
Zoho
Project Duration :
3.5 years
Problem
Zoho's Identity and Access Management (IAM) platform was rapidly growing, but their support systems weren’t keeping up. Users struggled with scattered documentation and a clunky sign-in experience. This not only affected customer satisfaction but also put pressure on the support team with rising ticket volumes and slower resolution times.
Challenge
The team needed to simplify and scale the IAM experience across millions of users without disrupting existing workflows. It wasn’t just about rewriting documents. It involved reshaping the user journey, redesigning support content, and driving adoption for critical security tools like multi-factor authentication (MFA)—all while ensuring clarity for both end users and support staff.
Solution
Kaavian led a full overhaul of the Zoho Accounts help and education content. This included streamlining guides, making support documentation more intuitive, and updating UI copy across key IAM touchpoints. He also worked on improving the sign-in flows and was part of the OneAuth relaunch—Zoho's MFA app—taking it from 12,000 to 360,000 active users. As a result, more users were able to solve issues on their own, the support team handled fewer tickets, and the product scaled smoothly to serve over 100 million users.
Summary :
The "Summer Vibes Festival Campaign" successfully captured the lively spirit of summer through a series of eye-catching promotional materials. By combining vibrant colors, playful design elements, and cohesive branding, the campaign generated excitement and anticipation for the event.
This project demonstrates how thoughtful, well-executed design can elevate an event’s visibility, attract a wider audience, and create a memorable festival experience from the very first impression.
More Projects
“Framer is one of the best web builders I have ever tried. It’s like magic.”
“Framer is one of the best web builders I have ever tried. It’s like magic.”
Author
Portfolio
Zoho's Identiy Access Management
How revamping Zoho’s user education, documentation, and sign-in flows helped scale their identity platform to over 100 million users—while slashing support tickets and driving MFA adoption.
Year :
2018 - 2021
Industry :
SaaS
Client :
Zoho
Project Duration :
3.5 years
Problem
Zoho's Identity and Access Management (IAM) platform was rapidly growing, but their support systems weren’t keeping up. Users struggled with scattered documentation and a clunky sign-in experience. This not only affected customer satisfaction but also put pressure on the support team with rising ticket volumes and slower resolution times.
Challenge
The team needed to simplify and scale the IAM experience across millions of users without disrupting existing workflows. It wasn’t just about rewriting documents. It involved reshaping the user journey, redesigning support content, and driving adoption for critical security tools like multi-factor authentication (MFA)—all while ensuring clarity for both end users and support staff.
Solution
Kaavian led a full overhaul of the Zoho Accounts help and education content. This included streamlining guides, making support documentation more intuitive, and updating UI copy across key IAM touchpoints. He also worked on improving the sign-in flows and was part of the OneAuth relaunch—Zoho's MFA app—taking it from 12,000 to 360,000 active users. As a result, more users were able to solve issues on their own, the support team handled fewer tickets, and the product scaled smoothly to serve over 100 million users.
Summary :
The "Summer Vibes Festival Campaign" successfully captured the lively spirit of summer through a series of eye-catching promotional materials. By combining vibrant colors, playful design elements, and cohesive branding, the campaign generated excitement and anticipation for the event.
This project demonstrates how thoughtful, well-executed design can elevate an event’s visibility, attract a wider audience, and create a memorable festival experience from the very first impression.
More Projects
“Framer is one of the best web builders I have ever tried. It’s like magic.”
“Framer is one of the best web builders I have ever tried. It’s like magic.”
Author