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Quick Summary

• Company: A B2B SaaS platform offering communication and operational tools for enterprise support teams.
• Goal: Identify friction in supervisor/admin dashboards and uncover AI opportunities
• Impact: Research insights directly influenced a major redesign initiative, now in implementation. </aside>

✅ Deliverables and Impact

• Insight Presentation: Comprehensive findings with supporting user quotes and workflow examples
• Recommendation Matrix: Each insight mapped to specific feature opportunities and implementation priorities

Design Influence

"This is the most usable research I've received—it helps me know exactly what to redesign." —UX Designer

Multiple insights were directly adopted into the redesign strategy:

• Real-time filtering and monitoring capabilities for supervisors
• Bulk management functionality and privilege management for administrators
• Enhanced alert visibility and prioritization systems with AI-powered anomaly detection

Before

After

Project brief

Over a 6-month internship, I led two interconnected projects: first, identifying opportunities for AI automation across supervisor and admin dashboards; second, running a usability study on a pre-built AI navigation assistant prototype for the admin dashboard. My work uncovered workflow inefficiencies, mapped them to actionable AI solutions, and provided usability feedback to guide future AI product development.

The Problem: When Tools Create More Work

"I spend more time navigating dashboards than actually managing my team." —Supervisor participant

During initial stakeholder conversations, our Customer Success team shared feedback from enterprise clients about dashboard frustrations. However, the feedback was fragmented—some clients wanted "more data," others requested "less complexity." The product team was preparing to revamp two core dashboards but lacked a clear understanding of actual user workflows and pain points.

The Challenge: With limited documentation of current usage patterns and scattered client feedback, we needed to build a user-centered foundation for the redesign. The stakes were significant—these dashboards are critical tools for supervisors managing agent performance and administrators handling operational configurations.