Case Study — Follow-up Insight
A grounded project that adds a different angle without repeating the others.
The page adds a separate point of view, so the series feels planned rather than duplicated. This case covers a distinct angle, includes concrete context, and avoids repeating the same promise in different words. The result should feel like a planned article, project, review, or offer.
A mid-sized logistics company asked us to look at their internal support dashboard. Agents were juggling three separate screens to handle a single ticket, and the interface had grown organically over four years. The brief was simple: reduce the number of steps per ticket and make the status of each case visible at a glance.
We started by shadowing six agents during their morning shifts and mapping every click they made. The findings were clear: most time was lost switching between the ticket view, the customer history, and the internal notes panel. We proposed a single-column layout with a persistent sidebar for customer context and a collapsible timeline for updates.
We built a working prototype in two weeks and tested it with the same six agents. The key change was merging the notes panel into the main conversation thread, with a clear visual distinction between internal and external messages. We also introduced a colour-coded priority system that matched the company's existing SLA tiers, so agents did not have to learn new terminology.
After the refresh, the average time to resolve a ticket dropped by roughly a third. More importantly, the agents reported feeling less fatigued at the end of their shifts because they no longer had to reconstruct context from memory. The dashboard now serves as a single source of truth, and the company has started using the same layout for their quality assurance team.
A side-by-side comparison of the original ticket journey and the refreshed version, highlighting where steps were removed.
Summaries from the six shadowing sessions, including direct quotes about the friction points agents faced daily.
Metrics from the prototype tests: task completion time, error rate, and a short satisfaction survey from the participants.