Secure Setup, Simplified: Designing a Profile Configurator for
Monitored Apple Devices
Empowering users to securely configure Apple devices with profiles and commands through an intuitive, end-to-end tool.
RESPONSIBILITES
Lead Designer
Research
Visual Design
Product Thinking
Usability Testing
COMPANY
N-able
DELIVERABLES
DELIVERABLES
Feature design
Testing results & analytics
Adobe Xd
Heuristic Evaluation
Pendo Analytics
TOOLS
TOOLS
YEAR
2023 - 2024
INDUSTRY
INDUSTRY
Cybersecurity
Enterprise Tech
B2B/SaaS
COMPANY
N-able
As the lead designer, I owned the end-to-end UX and strategy for a tool that allows IT administrators to remotely configure monitored Apple devices (iPhones, iPads, Macs) using custom profiles that manage Wi-Fi, VPNs, security restrictions, and more.
I led research, design, and usability testing while collaborating closely with product managers, engineers, and IT/security stakeholders to deliver a solution that balanced user needs with technical constraints. I designed the tool with enterprise security and scalability in mind, supporting profile integrity, reducing misconfigurations, and allowing secure deployment flows across distributed IT environments.
I also partnered with product leadership to align the tool with the platform's long-term strategy. This collaboration helped drive increased retention among Apple-focused MSPs and expanded adoption of N-able's Device Management for Apple capabilities.
My role
As the lead designer, I owned the end-to-end UX and strategy for a tool that allows IT administrators to remotely configure monitored Apple devices (iPhones, iPads, Macs) using custom profiles that manage Wi-Fi, VPNs, security restrictions, and more.
I led research, design, and usability testing while collaborating closely with product managers, engineers, and IT/security stakeholders to deliver a solution that balanced user needs with technical constraints. I designed the tool with enterprise security and scalability in mind, supporting profile integrity, reducing misconfigurations, and allowing secure deployment flows across distributed IT environments.
I also partnered with product leadership to align the tool with the platform's long-term strategy. This collaboration helped drive increased retention among Apple-focused MSPs and expanded adoption of N-able's Device Management for Apple capabilities.
Learning by observing
When I first joined the project, I didn't fully understand what "profile configuration" meant. To gain a clearer picture and to learn more, I shadowed IT admins and observed their setup process firsthand.
They were juggling internal documentation, third-party tools and manual steps just to push basic settings like Wi-Fi or VPN configurations to batches of Apple devices. The entire process was slow, redundant, error-prone, and risky. One missed restriction or certificate could break a device, or worse, create a security gap.
They didn't need more control; they needed clarity, structure, and confidence that what they were deploying would actually work…securely and reliably.
So…what's a 'Profile'?
A configuration profile is a bundle of settings sent from an organization (our users) to an Apple device (used by their clients or employees). These profiles manage critical device behaviours, like Wi-Fi credentials, VPN access, passcode policies, and app restrictions, and can also trigger remote actions such as locking or wiping a device.
The Profile Configurator allows IT teams to create, manage, and securely deploy these profiles at scale to ensure policy compliance, minimize misconfigurations, and protect end-user devices across distributed environments.
The existing experience
There wasn't one.
I initially assumed a profile builder already existed…turns out, it didn't. Admins were stuck using a patchwork for competing tools, internal documentation, and manual XML editing to configure Apple devices. They bounced between systems, uploaded files by hand, and hoped everything would work.
This fragmentation wasn't just frustrating…it introduced risk, slowed down deployments, and increased the chance of misconfiguration.
This gap became a clear business opportunity: bring the entire experience into one place, and design a tool that gives admins structure, security, and confidence without adding to their workload.
When I first joined the project, I didn't fully understand what "profile configuration" meant. To gain a clearer picture and to learn more, I shadowed IT admins and observed their setup process firsthand.
They were juggling internal documentation, third-party tools and manual steps just to push basic settings like Wi-Fi or VPN configurations to batches of Apple devices. The entire process was slow, redundant, error-prone, and risky. One missed restriction or certificate could break a device, or worse, create a security gap.
They didn't need more control; they needed clarity, structure, and confidence that what they were deploying would actually work…securely and reliably.
Learning by observing
A configuration profile is a bundle of settings sent from an organization (our users) to an Apple device (used by their clients or employees). These profiles manage critical device behaviours, like Wi-Fi credentials, VPN access, passcode policies, and app restrictions, and can also trigger remote actions such as locking or wiping a device.
The Profile Configurator allows IT teams to create, manage, and securely deploy these profiles at scale to ensure policy compliance, minimize misconfigurations, and protect end-user devices across distributed environments.
So…what's a 'Profile'?
There wasn't one.
I initially assumed a profile builder already existed…turns out, it didn't. Admins were stuck using a patchwork for competing tools, internal documentation, and manual XML editing to configure Apple devices. They bounced between systems, uploaded files by hand, and hoped everything would work.
This fragmentation wasn't just frustrating…it introduced risk, slowed down deployments, and increased the chance of misconfiguration.
This gap became a clear business opportunity: bring the entire experience into one place, and design a tool that gives admins structure, security, and confidence without adding to their workload.
The existing experience
How might we empower IT administrators to confidently configure Apple devices in a unified, intuitive environment while reducing manual work, uncertainty, and risk?
Problem statement
How might we empower IT administrators to confidently configure Apple devices in a unified, intuitive environment while reducing manual work, uncertainty, and risk?
Problem Statement
Understanding the customer
To strengthen our empathy, I created a journey map to capture the emotional highs and lows users faced during setup. These insights were pulled directly from a series of customer interviews, which helped uncover critical trust gaps and frustrations, which gave us a clear picture of the experience before a solution was introduced.
By focusing on a single customer journey, which represents key pain points across the broader user base, I was able to extract the larger challenges into actionable insights. Below, you'll see the emotional stages illustrated, highlighting the key areas where improvements will have the most impact on both user satisfaction and trust.
To strengthen our empathy, I created a journey map to capture the emotional highs and lows users faced during setup. These insights were pulled directly from a series of customer interviews, which helped uncover critical trust gaps and frustrations, which gave us a clear picture of the experience before a solution was introduced.
By focusing on a single customer journey, which represents key pain points across the broader user base, I was able to extract the larger challenges into actionable insights. Below, you'll see the emotional stages illustrated, highlighting the key areas where improvements will have the most impact on both user satisfaction and trust.
Understanding the customer
Their current journey
To expand our understanding of the emotional shifts, I quantified the user experience through a structured approach. The graph below illustrates the 6 key emotional stages users experience, from the initial deployment to waiting for feedback. This data not only highlights pain points but also reveals opportunities for design improvements that can drive a more effortless and confident experience for our customers.
Their current journey
To expand our understanding of the emotional shifts, I quantified the user experience through a structured approach. The graph below illustrates the 6 key emotional stages users experience, from the initial deployment to waiting for feedback. This data not only highlights pain points but also reveals opportunities for design improvements that can drive a more effortless and confident experience for our customers.
Some key UXR insights
Insight
Opportunity
To improve the admin experience, we focused on four key customer journey priorities, shaped through close collaboration with product managers and customer success. These priorities guided both design and implementation to reduce risk, improve trust, and simplify the workflow:
Clear the drop (💧) by removing early friction to help users start their workflow with confidence and reduce frustration.
Fill the pit (🕳) by reducing risky, repetitive manual work to prevent errors and save time.
Elevate the peak (🏔) by reinforcing trust after deployment to ensure users feel confident that the setup is successful and secure.
Mark the transition (🏁) with clearer, more confident confirmations so admins are certain their tasks are complete.
Insight
Opportunity
Some key UXR insights
To improve the admin experience, we focused on four key customer journey priorities, shaped through close collaboration with product managers and customer success. These priorities guided both design and implementation to reduce risk, improve trust, and simplify the workflow:
Clear the drop (💧) by removing early friction to help users start their workflow with confidence and reduce frustration.
Fill the pit (🕳) by reducing risky, repetitive manual work to prevent errors and save time.
Elevate the peak (🏔) by reinforcing trust after deployment to ensure users feel confident that the setup is successful and secure.
Mark the transition (🏁) with clearer, more confident confirmations so admins are certain their tasks are complete.
The strategy
Building on those insights, our design strategy turned pain points into actionable principles. Working closely with product managers, and developers, I focused on reducing friction, preventing errors, and reinforcing trust across the experience by shaping Profile Configuration to mirror how admins actually work. Every design decision was made to simplify the process, build confidence, and help reduce support overhead, eventually driving smoother rollouts, higher adoption and greater operational efficiency at scale.
The strategy
Building on those insights, my design strategy turned pain points into actionable principles. I focused on reducing friction, preventing errors, and reinforcing trust across the experience by shaping Profile Configuration to mirror how admins actually work. Every design decision was made to simplify the process, build confidence, and help reduce support overhead, eventually driving smoother rollouts, higher adoption and greater operational efficiency at scale.
User flow diagram
Working closely with product managers and developers, I mapped a user flow that guides admins smoothly from setup to secure deployment with clarity and confidence at every step. Key touchpoints like inline validation, configuration previews, and post-deployment status tracking reduces guesswork and prevents errors before they happen.
Reusable profile templates save time and minimize repetitive work, which makes future deployments more productive.
User flow diagram
Working closely with product managers and developers, I mapped a user flow that guides admins smoothly from setup to secure deployment with clarity and confidence at every step. Key touchpoints like inline validation, configuration previews, and post-deployment status tracking reduces guesswork and prevents errors before they happen.
Reusable profile templates save time and minimize repetitive work, which makes future deployments more productive.
I designed low-fidelity mockups to explore layout, user flow, and core functionality to set the tone for iterative testing and refinement.
I uncovered key usability issues through heuristic evaluations to refine the mockups for clarity, efficiency, and intuitive user flow.
More research findings
I began the visual design process by sketching and creating low-fidelity mockups to established a clear, user-friendly structure. From there, I conducted a heuristic evaluation to identify potential usability issues and ensure alignment with UX best practices. Finally, I ran usability tests with real users to validate the flow and uncover additional actionable insights for improvement.
Challenges faced…
During multiple usability tests with stakeholders, I uncovered a few key issues: navigation was tricky, the terminology was inconsistent, and there weren't enough visual cues to guide users smoothly. Hearing this feedback firsthand allowed me make targeted refinements to the layout, language, visual indicators, and interaction patterns, so the experience felt more intuitive and reflected how admins actually work.
With so many settings to manage, I focused on simplifying the layout to reduce cognitive load and reinforcing clarity at every step. One small but meaningful improvement was adding app icons next to app names when restricting applications. This reduced memory strain and made it much easier for users to recognize the right choice faster, with greater confidence.
More research findings
I began the visual design process by sketching and creating low-fidelity mockups to established a clear, user-friendly structure. From there, I conducted a heuristic evaluation to identify potential usability issues and ensure alignment with UX best practices. Finally, I ran usability tests with real users to validate the flow and uncover additional actionable insights for improvement.
I uncovered key usability issues through heuristic evaluations to refine the mockups for clarity, efficiency, and intuitive user flow.
I designed low-fidelity mockups to explore layout, user flow, and core functionality to set the tone for iterative testing and refinement.
Results delivered, next phase ahead
In early 2024, we launched the Profile Configurator to refine secure profile creation and reduce support overhead for IT teams. Within months, adoption increased, configuration-related support tickets declined, and teams reported improved greater workflow efficiency.
The rollout established a scalable framework for future enhancements, such as device-first setup and multi-payload deployments, which allowed greater flexibility, operational consistency, and a more secure user experience across enterprise environments. The solution was later adopted by N-central, a larger IT operations platform used by MSPs, to support their customer base.
Representation + reflection
This project reflect how I approach complex, enterprise-scale challenges, with curiosity, structure, adna. strong docus on real customer needs. It represents the kind of work I love: simplifying high-risk workflows, collaborating closely with product and engineering, and designing with both trust and scalability in mind.
If I were to revisit this project, I'd invest more time validating early concepts with a broader range of customers, especially those newer to the platform. Their feedback could have helped catch some edge cases sooner and ensured the experience was just as intuitive for first-time admins as for experts.
Challenges faced…
During several usability tests with stakeholders, I uncovered a few key issues: navigation was tricky, the terminology wasn't always clear, and there weren't enough visual cues to guide users smoothly. Hearing this feedback firsthand helped me make targeted refinements to the layout, language, visual indicators, and interaction patterns, so the experience felt more intuitive and aligned with how users actually work.
With so many settings to manage, I also focused on simplifying the layout to reduce cognitive load. The goal was to help users stay focused, make confident decisions, and move through the process with ease. One small but meaningful improvement was adding app icons next to app names when restricting applications. This reduced memory strain and made it much easier for users to recognize the right choice quickly.
Final designs
The profile creation screens, a core part of the tool, went through several iterations during the design phase. This is where IT admins spend the most time, configuring and securely deploying policies at scale, so it had to be simplified, efficient, and resilient to error.
I explored multiple design iterations to get this right while balancing usability with technical complexity.
While I cannot share every screen due to company policy, the final experience reflects careful consideration of flow, clarity, and enterprise-scale reliability.
Final designs
The profile creation screens, a core part of the tool, went through several iterations during the design phase. This is where IT admins spend the most time, configuring and securely deploying policies at scale, so it had to be simplified, efficient, and resilient to error.
I explored multiple design iterations to get this right while balancing usability with technical complexity.
While I cannot share every screen due to company policy, the final experience reflects careful consideration of flow, clarity, and enterprise-scale reliability.
The Profile Library dashboard acts as a central hub where admins can quickly create, upload, restore, and manage configuration profiles in one place. Features like duplication from the Actions menu help reduce repetitive setup, which speeds up deployment across distributed environments.
For admins managing large device fleets, speed and precision is critical. Instead of overwhelming them upfront, we let them focus on one payload at a time, whether it's Wi-Fi, VPN, or app restrictions. This targeted approach keeps the setup experience efficient, intuitive, and far less error-prone. This modular approach reduces friction and enhances deployment.
After saving and previewing, the new profile appears in the library with a visual highlight to confirm success and reduce uncertainty. A non-disruptive banner at the top provides a clear next step: deploy the profile. This moment reinforces trust, keeps momentum high, and smoothly transitions users into the deployment flow.
Admins start here by defining rules, adjusting general settings, and preparing for their profiles for deployment. We moved away from a rigid step-by-step wizard to a full-page layout based on stakeholder feedback, to give users more flexibility and a clearer view of their configuration as a whole. This approach reduces cognitive load, make comparisons easier, and helps admins move more confidently through setup without losing context.
Admins start here by defining rules, adjusting general settings, and preparing for their profiles for deployment. We moved away from a rigid step-by-step wizard to a full-page layout based on stakeholder feedback, to give users more flexibility and a clearer view of their configuration as a whole. This approach reduces cognitive load, make comparisons easier, and helps admins move more confidently through setup without losing context.
For admins managing large device fleets, speed and precision is critical. Instead of overwhelming them upfront, we let them focus on one payload at a time, whether it's Wi-Fi, VPN, or app restrictions. This targeted approach keeps the setup experience efficient, intuitive, and far less error-prone. This modular approach reduces friction and enhances deployment.
After saving and previewing, the new profile appears in the library with a visual highlight to confirm success and reduce uncertainty. A non-disruptive banner at the top provides a clear next step: deploy the profile. This moment reinforces trust, keeps momentum high, and smoothly transitions users into the deployment flow.
Results delivered, next phase ahead
In early 2024, we launched the Profile Configurator to refine secure profile creation and reduce support overhead for IT teams. Within months, adoption increased, configuration-related support tickets declined, and teams reported improved greater workflow efficiency.
The rollout established a scalable framework for future enhancements, such as device-first setup and multi-payload deployments, which allowed greater flexibility, operational consistency, and a more secure user experience across enterprise environments. The solution was later adopted by N-central, a larger IT operations platform used by MSPs, to support their customer base.
Representation + reflection
This project reflect how I approach complex, enterprise-scale challenges, with curiosity, structure, adna. strong docus on real customer needs. It represents the kind of work I love: simplifying high-risk workflows, collaborating closely with product and engineering, and designing with both trust and scalability in mind.
If I were to revisit this project, I'd invest more time validating early concepts with a broader range of customers, especially those newer to the platform. Their feedback could have helped catch some edge cases sooner and ensured the experience was just as intuitive for first-time admins as for experts.
Oh this is awkward…
I'm currently tweaking the mobile version of my project to make it just right for you!
For the best experience, please check it out on a larger screen for now.
In the meantime, feel free to head back to the homepage or learn a bit more about me.
Diandra Thompson
Product/UX Designer
Diandra Thompson
Product/UX Designer