Problem
Approach
Understanding
Direction
Phase 1
Phase 2
Reflection
Delivering a more usable experience for frontline support teams.
This dashboard focused on helping support agents quickly field calls and report channel issues. Because the team was large and had high turnover, we also introduced a simple onboarding flow to help new agents learn the linear Console tool faster.
Onboarding flow
The team and I proactively created an onboarding flow for the support team to implemented by inferring by the interviews of how many of them have to jump into this tool and us this.