Support Dashboard Refresh
A grounded project that adds a different angle without repeating the others.
Why this refresh mattered
The support team at a mid-sized SaaS company was drowning in ticket noise. Agents juggled three screens to answer a single question, and the average first response time had crept past four hours. The dashboard they used daily had grown organically over five years, with new widgets bolted on whenever a manager asked for a metric. Nobody owned the information architecture anymore.
We started by shadowing agents during live shifts and logging every click that felt redundant. The pattern was consistent: agents spent most of their time switching between the ticket list, the customer profile, and a separate billing tab. The refresh consolidated those views into a single workspace with a persistent context sidebar, so an agent could see the full customer history without losing their place in the queue.
The visual language followed the existing product design system, but we tightened the density and introduced a clearer hierarchy for priority states. Instead of adding new colors, we reused the established accent palette and gave urgent tickets a stronger visual weight through layout and spacing rather than loud badges.
What changed after launch
Three weeks after rollout, the team measured a 31% drop in average handle time. First response time fell to under two hours on peak days, and the number of tickets that required a second touch decreased noticeably. Agents reported less context switching, and the training period for new hires shortened by roughly two days because the workspace matched how they actually worked.
The quieter outcome was trust. The support lead told us the dashboard finally felt like a tool built for the job, not a collection of features. We also ran a follow-up session six weeks later to review which shortcuts agents had discovered on their own, and we folded the best ones into the next iteration.
