Follow-up insight
A grounded project that adds a different angle without repeating the others.
This page gives the third item its own reason to exist. It covers a separate 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.
After the onboarding portal and the seasonal workflow were already in place, the support team kept flagging the same issue: agents had to jump between three screens just to answer a simple question about a client's session history. The refresh started as a way to reduce that friction, not as a redesign exercise.
We mapped the most common support queries from the last six months and grouped them by what agents actually needed to see first. That changed the layout more than any visual preference did. The new dashboard puts the client's recent activity, open requests, and next scheduled session on one screen, with secondary details tucked behind a clear expandable section.
The work took about three weeks from first wireframe to rollout. We tested it with four agents who handle the bulk of incoming requests, then adjusted the order of the timeline and the wording of the status labels. The quieter win was the search field: it now understands partial names and date ranges, which cut down on misspelled queries.
The support team was spending roughly a third of each call on navigation rather than on the client's actual question. The refresh did not add new features; it made the existing ones reachable in fewer clicks. That distinction mattered more than any visual polish.
Part of a longer series on how the studio handles its own operations. See the full project list or read about the client onboarding portal that preceded this work.