Our client, a smart water monitoring provider, needed to update their internal Customer Support Dashboard to align with new product launches and a refreshed UI. The redesign focused on improving the agent experience by supporting a new device and transitioning from a single-device-per-location model to one that allows multiple devices per location.
The update enables agents to easily search for customers, view their locations and associated devices, and access key device details, alerts, and notifications for efficient troubleshooting.
Conducted the initial discovery session in collaboration with the Product Lead
Conducted an audit of the existing customer support tool
Updated platform flows to integrate new features and product data
Created wireframes to validate information structure and usability
Supported the UI designer during the UI design phase
We conducted a discovery session with the client to align on business goals, product updates, user needs, and known pain points.
Our challenge was to update the Customer Support Dashboard to support a new structure with multiple devices per location and a recently launched device, while ensuring a smooth and efficient experience for agents.
I reviewed the existing Customer Support Dashboard to better understand current workflows and the technical content displayed across the main screens. This helped me identify usability issues, ensure no essential functionality was lost in the update, and surface enhancement opportunities related to the newly supported features.
Based on what we learned during the discovery session and the product audit, we defined the design requirements and translated them into user stories to guide the design work. This was reviewed and refined with the Product Manager during a planning session.
I created user flows and wireframes based on the defined user stories, focusing on validating the layout and organization of technical data across screens. This was especially important for understanding how information should be grouped and displayed for clarity and ease of use.
Customer Search and Account Overview
Enable support agents to search for a customer and access key account information, including user information, registered locations, associated devices, and alert history.
Locations Overview and Device Access
Enable agents to view specific customer locations and access the list of devices installed at each property to support customer inquiries.
Device Detail and Alert Monitoring
Enable agents to access device details, clearly identify status, and review alerts or notification history to assist with troubleshooting and customer support.
Device Search and Direct Access
Enable support agents to quickly search for a device by ID and go straight to its detailed view, bypassing customer and location navigation when needed.
Once the wireframes and flows were validated with the client, I handed them off to the UI designer who led the creation of the UI concepts and design system updates. I supported this phase by helping with the creation of multiple UI screens, applying the defined visual style.
