PMG Asia Pacific
Designing a Multi-Role SaaS Platform Under a Tight Deadline
PMG Asia Pacific
Designing a Multi-Role SaaS Platform Under a Tight Deadline
Role
Role
UI/UX Designer
UI/UX Designer
About PMG Asia Pacific
About PMG Asia Pacific
PMG Asia Pacific is an integrated marketing communications and print/premium management solutions company based in Singapore, with a strong network across the Asia Pacific region with coverage in 22 major cities across APAC.
PMG Asia Pacific is an integrated marketing communications and print/premium management solutions company based in Singapore, with a strong network across the Asia Pacific region with coverage in 22 major cities across APAC.
Executive Summary
Executive Summary
The PMG SLA Impact Tracker replaced fragmented spreadsheet workflows with a single platform serving six distinct user roles across five global FMCG brands, delivered in 7 to 9 days from a dense technical document.
The PMG SLA Impact Tracker replaced fragmented spreadsheet workflows with a single platform serving six distinct user roles across five global FMCG brands, delivered in 7 to 9 days from a dense technical document.
I overcame the tight deadline by choosing prototype over mockup, compressing weeks of revision cycles into single sessions. These prototypes powered alignment sessions with the Head of Engineering and Project Manager, surfacing edge cases and technical constraints that would have stayed buried in static mockup reviews.
I overcame the tight deadline by choosing prototype over mockup, compressing weeks of revision cycles into single sessions. These prototypes powered alignment sessions with the Head of Engineering and Project Manager, surfacing edge cases and technical constraints that would have stayed buried in static mockup reviews.
To decide what each role should actually see, I built a content strategy and permission design layer before touching visual design, turning an overwhelming permission matrix into four tailored, decision-ready dashboards.
To decide what each role should actually see, I built a content strategy and permission design layer before touching visual design, turning an overwhelming permission matrix into four tailored, decision-ready dashboards.
The result: a platform that felt purpose-built for every role, delivered on time, and shaped by collaboration rather than guesswork.
The result: a platform that felt purpose-built for every role, delivered on time, and shaped by collaboration rather than guesswork.
Goals of Product
Goals of Product
PMG requires a lightweight, cloud-based internal tool to provide structured visibility into SLA performance across multiple client projects.
PMG requires a lightweight, cloud-based internal tool to provide structured visibility into SLA performance across multiple client projects.
The SLA Impact Tracker is not intended to redesign workflows or replace current project management (PM) systems.
The SLA Impact Tracker is not intended to redesign workflows or replace current project management (PM) systems.
Instead, it introduces a centralized SLA monitoring layer that delivers consistent, defensible, and auditable performance data. The tool functions as a structured logbook that captures milestone-level events, distinguishes clearly between 'Blocked' and 'Delayed' statuses, and tracks expected versus actual performance with full audit traceability.
Instead, it introduces a centralized SLA monitoring layer that delivers consistent, defensible, and auditable performance data. The tool functions as a structured logbook that captures milestone-level events, distinguishes clearly between 'Blocked' and 'Delayed' statuses, and tracks expected versus actual performance with full audit traceability.
Challenges
Challenges
Designing the SLA Impact Tracker meant solving for complexity and speed at the same time, with limited domain familiarity.
Designing the SLA Impact Tracker meant solving for complexity and speed at the same time, with limited domain familiarity.
A 7 to 9 day timeline The project had to move from kickoff to delivery in under two weeks. There was little room for long discovery cycles or multiple revision rounds, which forced every design decision to be deliberate and defensible the first time.
Four user roles, one cohesive system The platform had to serve Super Admin, SLA Lead, PM/AM, Management, each with different goals and access levels. Designing a single experience that felt tailored to each role, without fragmenting the product into four disconnected interfaces, was the core design challenge.
A 7 to 9 day timeline The project had to move from kickoff to delivery in under two weeks. There was little room for long discovery cycles or multiple revision rounds, which forced every design decision to be deliberate and defensible the first time.
Four user roles, one cohesive system The platform had to serve Super Admin, SLA Lead, PM/AM, Management, each with different goals and access levels. Designing a single experience that felt tailored to each role, without fragmenting the product into four disconnected interfaces, was the core design challenge.
Solution Overview
Solution Overview
Two design decisions shaped how the project moved forward under tight constraints.
Two design decisions shaped how the project moved forward under tight constraints.
Prototype Over Mockup I worked directly in interactive prototypes, turning design reviews into live brainstorming sessions with engineering and PM.
Strong Content Strategy I translated dense technical documentation into structured IA and user flows, aligning design with business goals from day one.
Prototype Over Mockup I worked directly in interactive prototypes, turning design reviews into live brainstorming sessions with engineering and PM.
Strong Content Strategy I translated dense technical documentation into structured IA and user flows, aligning design with business goals from day one.
Deep Dive: Prototype Over Mockup
Deep Dive: Prototype Over Mockup
With only 7 to 14 days to deliver, mockup-first workflows would have eaten the timeline. Static screens require multiple rounds of explanation and revision before anyone can feel how the product works. I needed to collapse those rounds into one.
With only 7 to 14 days to deliver, mockup-first workflows would have eaten the timeline. Static screens require multiple rounds of explanation and revision before anyone can feel how the product works. I needed to collapse those rounds into one.
Why prototype-first?
Mockups answer "what does it look like." Prototypes answer "how does it work." For a multi-role platform with conditional logic and role-based access, the second question mattered far more.
Why prototype-first?
Mockups answer "what does it look like." Prototypes answer "how does it work." For a multi-role platform with conditional logic and role-based access, the second question mattered far more.
How it changed collaboration?
Prototypes turned design reviews into working sessions. The Head of Engineering spotted technical constraints in real time. The Project Manager walked through flows as if onboarding a client, surfacing edge cases that would have stayed buried in static frames. A flow that would have taken three async revision rounds got resolved in a single 30-minute or a hour session.
How it changed collaboration?
Prototypes turned design reviews into working sessions. The Head of Engineering spotted technical constraints in real time. The Project Manager walked through flows as if onboarding a client, surfacing edge cases that would have stayed buried in static frames. A flow that would have taken three async revision rounds got resolved in a single 30-minute or a hour session.
The trade-offs
Some screens shipped with rougher visual polish than I would normally allow. I prioritized interaction clarity over pixel-perfect detail, trusting that polish could come after the structure was validated.
The trade-offs
Some screens shipped with rougher visual polish than I would normally allow. I prioritized interaction clarity over pixel-perfect detail, trusting that polish could come after the structure was validated.
The Outcome
By handover, every key flow had already been pressure-tested by the people who would build and manage it. The prototype was the spec.
The Outcome
By handover, every key flow had already been pressure-tested by the people who would build and manage it. The prototype was the spec.
Deep Dive: Content Strategy
Deep Dive: Content Strategy
With 4 roles sharing one platform, my first thought is "what should each role actually see." In the process of search this answer this is what i do.
With 4 roles sharing one platform, my first thought is "what should each role actually see." In the process of search this answer this is what i do.
Mapping content to roles
I'm not starting with layouts due we already use Fillament Design System. I built a content inventory pulled from the technical document.
Every data point, action, and module was mapped against the six roles, asking one question: does this role need to see it, act on it, or stay out of it?
That's why I created prototype over mockup first to know and mapping by collaboration with Head of Engineer and PM.
Mapping content to roles
I'm not starting with layouts due we already use Fillament Design System. I built a content inventory pulled from the technical document.
Every data point, action, and module was mapped against the six roles, asking one question: does this role need to see it, act on it, or stay out of it?
That's why I created prototype over mockup first to know and mapping by collaboration with Head of Engineer and PM.
The Outcome
Out of four roles. I hope to overcome the question "what should each role actually see." by mapping content. Here is what i do for each role.
The Outcome
Out of four roles. I hope to overcome the question "what should each role actually see." by mapping content. Here is what i do for each role.
Super Admin
Super Admin
Full system authority. Manages all users, roles, projects, SLA profiles, and has unrestricted cross-client
visibility. Responsible for platform governance and onboarding new clients that assign to PM/AM.
Full system authority. Manages all users, roles, projects, SLA profiles, and has unrestricted cross-client
visibility. Responsible for platform governance and onboarding new clients that assign to PM/AM.
SLA Lead
SLA Lead
Operational SLA Lead for SLA Template and project creation. Can create and manage SLA Profile templates
and projects that PM/AM was assigned.
SLA Template is a base template created by SLA Lead for PM/AM to create project that assigned for them.
Operational SLA Lead for SLA Template and project creation. Can create and manage SLA Profile templates
and projects that PM/AM was assigned.
SLA Template is a base template created by SLA Lead for PM/AM to create project that assigned for them.
PM/AM
PM/AM
PM/AM Is the people that create project based on SLA Template. PM/AM can log step events and update project milestones. Restricted to projects explicitly assigned to them, cannot view other clients' projects.
PM/AM Is the people that create project based on SLA Template. PM/AM can log step events and update project milestones. Restricted to projects explicitly assigned to them, cannot view other clients' projects.
Management
Management
The executive view. Full read access across all reports and statistic overview for strategic oversight, analytics, audit, and reporting. Cannot create or modify any records.
The "what should each role actually see." is a framework to build the content Management's dashboard overview.
The design is focus on summary of delayed vs on time project and Late activity. The main reason is the executive could monitor and dast look overview for what PM/AM do in on going project in each activity by day to day.
The executive view. Full read access across all reports and statistic overview for strategic oversight, analytics, audit, and reporting. Cannot create or modify any records.
The "what should each role actually see." is a framework to build the content Management's dashboard overview.
The design is focus on summary of delayed vs on time project and Late activity. The main reason is the executive could monitor and dast look overview for what PM/AM do in on going project in each activity by day to day.
Key Takeaways
Key Takeaways
The PMG SLA Impact Tracker case demonstrated that designing under constraint is not about cutting corners, but about choosing the right ones to cut.
The PMG SLA Impact Tracker case demonstrated that designing under constraint is not about cutting corners, but about choosing the right ones to cut.
Prototype-first thinking compresses time without compressing quality.
When timelines are tight, polished mockups become a liability. Interactive prototypes turn passive feedback into active decision-making, collapsing weeks of revision cycles into single sessions.
Prototype-first thinking compresses time without compressing quality.
When timelines are tight, polished mockups become a liability. Interactive prototypes turn passive feedback into active decision-making, collapsing weeks of revision cycles into single sessions.
Translation is part of design.
Dense technical documentation is not a barrier, it is raw material. Turning unfamiliar terminology into structured insights is a core design skill, not a prerequisite to design work.
Translation is part of design.
Dense technical documentation is not a barrier, it is raw material. Turning unfamiliar terminology into structured insights is a core design skill, not a prerequisite to design work.
What I've Learn
What I've Learn
The PMG SLA Impact Tracker case demonstrated that designing under constraint is not about cutting corners, but about choosing the right ones to cut.
The PMG SLA Impact Tracker case demonstrated that designing under constraint is not about cutting corners, but about choosing the right ones to cut.
Designers don't need to understand everything before designing.
I started this project not fully understanding the SLA terminology, the operational logic, or the business context. What mattered was my ability to ask the right questions, structure the unfamiliar into something workable, and trust the process of iteration. Confidence came from method, not prior knowledge.
Designers don't need to understand everything before designing.
I started this project not fully understanding the SLA terminology, the operational logic, or the business context. What mattered was my ability to ask the right questions, structure the unfamiliar into something workable, and trust the process of iteration. Confidence came from method, not prior knowledge.
Collaboration changes when the artifact changes.
Static mockups invite opinions. Interactive prototypes invite decisions. Switching the artifact changed the entire dynamic of how the Head of Engineering, the Project Manager, and I worked together. The lesson: the format of what you bring to a meeting often matters more than what's inside it.
Collaboration changes when the artifact changes.
Static mockups invite opinions. Interactive prototypes invite decisions. Switching the artifact changed the entire dynamic of how the Head of Engineering, the Project Manager, and I worked together. The lesson: the format of what you bring to a meeting often matters more than what's inside it.
