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Bringing order to a dashboard that grew on its own
Role: Lead Designer. Owned the end-to-end redesign, from information architecture and surface consolidation to a north-star vision built in code to align stakeholders.
The internal ops dashboard had grown organically alongside Flex's expanding product suite, with most design decisions made by engineers as features were added. When I took over as lead designer, the surface was fragmented, information architecture had no clear logic, and agents were spending unnecessary time hunting for what they needed.
The core challenge was deciding what belonged where.
I consolidated redundant surfaces, integrated external data sources into a single view, and established a clear distinction between evergreen account information and product-specific details. The result was a more scalable foundation that could grow with new products without compounding the existing complexity.
Alongside the incremental improvements, I developed a north-star vision in code to align stakeholders around a longer-term direction for the dashboard — a tangible artifact everyone could react to, rather than a static mock left open to interpretation.
Ticket close time dropped by 30%, while creating a foundation that could grow with Flex rather than requiring another redesign every time the product expanded.