Multi-Tenant SaaS Portal Redesign & UX Architecture

We are redesigning an existing SaaS customer portal into a modern, intuitive, multi-tenant platform.

The portal enables organisations to administer their Microsoft environments, collaborate via ticketing and chat, and purchase software products through an integrated store. It supports both direct customers and Managed Service Providers (MSPs), with structured roles and permissions.

We are seeking an experienced UX/Product Designer (with SaaS experience) to help redesign the platform architecture, user journeys, and guided experience.

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About the Platform

The system includes:
• Multi-tenant architecture using Clerk (authentication & organisations)
• Two account types:
• Direct customer organisations
• MSP accounts managing multiple customers
• Role-based access control (Owner / Editor / Viewer)
• Customer-level permission mapping (fine-grained access)
• Integrated tools for Microsoft environment administration
• Ticketing and collaboration features
• A built-in product store for purchasing software
• A guided experience for less technical users

The current platform works functionally but requires a full UX rethink to improve clarity, usability, and scalability.

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Project Scope

We need support with:

1. Information Architecture
• Restructure navigation around real user workflows
• Design a clean multi-tenant model (Org → Customers → Tools)
• Define role-based UI behaviour

2. Role & Permission Experience
• Design UX patterns for Owner / Editor / Viewer roles
• Handle MSP vs direct client differences
• Visual clarity around current organisation and customer context

3. Guided Experience Design
• Create onboarding flow for new users (especially non-technical)
• Define adaptive guidance (novice vs experienced users)
• Design safe guardrails for high-risk actions
• Clear progress indicators and “readiness” states

4. Store & Purchasing Flow
• Integrate product discovery into the admin experience
• Design purchase, approval, and confirmation flows
• Align store UX with governance and permissions

5. Collaboration UX
• Embedded chat & ticketing flows
• Context-aware support interactions
• Ticket lifecycle visibility

6. User Journeys & Wireframes
• Create journey maps across personas: !!!!These will be provided as a starting point!!!!
• IT Administrator
• IT Manager
• MSP Admin
• Business Owner / IT Generalist
• Security Lead
• Low- to mid-fidelity wireframes (high-fidelity optional depending on proposal)

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Deliverables
• Information architecture diagram
• User journey maps
• Role & permission UX model
• Guided onboarding flow
• Store purchasing flow
• Wireframes (Figma preferred)
• Design rationale documentation

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Ideal Experience
• Strong SaaS / B2B product design background
• Experience with multi-tenant platforms
• Experience designing RBAC systems
• Experience with guided onboarding / product-led growth
• Experience with dashboards and admin interfaces
• Understanding of MSP or enterprise IT environments (desirable)

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Goal

The objective is to transform the platform into a clear, adaptive, and scalable customer portal that:
• Reduces complexity in Microsoft administration
• Supports both technical and non-technical users
• Enables controlled purchasing and product adoption
• Improves self-service and reduces support reliance
• Scales for MSP and enterprise scenarios