Project case
Support Dashboard Refresh
A grounded project that adds a different angle without repeating the others.
The starting point
A four-person support desk had been running on a spreadsheet and a shared inbox for two years. Ticket volume had grown past what the sheet could handle, and the team was losing track of which requests had been answered and which had slipped. They needed a dashboard that matched how they actually worked, not a generic tool with fields they would never fill in.
What we changed
We rebuilt the dashboard around three views: an inbox sorted by response time, a weekly load chart, and a simple status board. The layout uses the same grid system as our template packs, so the team could drop in their own brand swatches and adjust column widths without breaking the structure. Named layers and a short walkthrough video meant the handover took one afternoon instead of a week of back-and-forth.
How it landed
The first month showed a clear drop in missed follow-ups. The team stopped checking the old spreadsheet within two weeks. What surprised us was how much they used the weekly load chart for staffing decisions, something we had added almost as an afterthought. The refresh also gave them a shared vocabulary for talking about response times, which made their monthly review meetings shorter and more concrete.
Supporting material
The full case notes, including the original spreadsheet structure and the revised dashboard wireframes, are available on request. We also keep a short write-up of the layout decisions in our project archive.