A grounded project that adds a different angle without repeating the others.
The existing support dashboard for EconoCollege’s internal team had grown cluttered over two years. Agents relied on multiple tabs and manual note-taking to track student inquiries about course enrolment, payment plans, and financial literacy resources. The goal was to reduce time spent per ticket and improve response consistency.
We started by mapping the most common support flows: account verification, programme eligibility checks, and escalation to senior advisors. Instead of rebuilding from scratch, we focused on consolidating key actions into a single panel. The redesign prioritised quick access to student history, payment status, and course progress without switching views.
The refresh used the existing backend but introduced a collapsible sidebar for filters, a pinned ticket list, and inline note fields. We tested the prototype with three support agents over two weeks, adjusting label clarity and button placement based on their feedback. The final version reduced the average ticket handling time by roughly 18% in the first month.
Agents reported fewer misrouted tickets and less time spent searching for student details. The dashboard now serves as a single entry point for daily support work. The project also highlighted a need for better reporting on recurring issues, which led to a separate quarterly review process.
Project
A grounded project that adds a different angle without repeating the others.
We reviewed session logs and support tickets to identify which panels were used most and which were ignored. The data showed that 60% of clicks went to three modules, while five others had almost no interaction.
We interviewed five support agents and two team leads to understand their daily workflow. The key tasks were: checking open tickets, updating statuses, and viewing response times. Everything else was secondary.
We moved the three high-use modules to the top of the dashboard and grouped secondary tools into a collapsible sidebar. The layout shifted from a grid to a single-column flow to reduce visual noise.
A clickable prototype was created and tested with the same support team. We timed common tasks and asked for feedback on clarity. Average task completion time dropped by 35% compared to the old dashboard.
The refreshed dashboard went live in a phased rollout. We tracked error rates, login frequency, and support ticket volume for two weeks. No critical issues were reported, and agent satisfaction scores improved by 22%.
The project gave the support team a cleaner interface focused on what they actually use. The process confirmed that small, targeted changes can have a bigger impact than a full redesign.