Before
The Assignment
Email client needed file sharing with "proper" access management. Specification required technical permission controls.
What Was Wrong
- Technical jargon (A, R, W, M, D permissions)
- Complex checkboxes and matrices
- Focus on "rights management"
- Required understanding access control
- Didn't match user's mental model
- Simple task felt complicated
Users don't want to "manage permissions". They want to share with Anna.
After
The Solution
A couple of iterations led to this: Type a name, click, share. No permission matrices. No technical jargon. Just the way people actually think about sharing.
What Changed
- Search finds people instantly
- Cards show recommended contacts
- Pills clearly display selection
- Human language ("Who can edit?")
- Smart defaults (most common case)
- Progressive disclosure (advanced hidden)
Result: People reach their goal without thinking about "permissions".