Support Dashboard Refresh

This project started with a simple observation: the client's support team was spending too much time hunting for context across three different tools. Every ticket required switching between a chat log, a spreadsheet of client notes, and a separate calendar. The information existed, but it was scattered, and that friction showed up in slower response times and repeated questions.

The refresh was not about adding new features. It was about consolidating what already worked into a single view. We mapped the team's daily workflow first, noting which fields they actually opened and which ones they ignored. That exercise revealed that nearly half of the columns in the old dashboard were never used, while two critical pieces of information — the client's coaching stage and their last session date — were buried in a secondary tab.

The redesign focused on three practical changes:

• A unified ticket view that pulls client history, session notes, and next steps into one scrollable panel.
• A priority indicator based on session recency, so the team can spot clients who may need follow-up before they ask.
• A simplified filter set that matches how the team actually categorizes work, not how the software vendor defaulted it.

Implementation took about three weeks, including a week of testing with two team members who were the heaviest users. We ran the old and new dashboards side by side for five days, tracking how long it took to resolve a typical inquiry. The average handling time dropped by roughly a third, and the team reported fewer instances of asking clients to repeat information they had already shared.

The most useful outcome was not the speed gain. It was the shift in how the team started their day. Instead of assembling context from memory and scattered tabs, they could open one screen and see which clients needed attention. That small change made the support role feel less reactive and more deliberate, which is exactly the kind of quiet improvement this project was meant to deliver.