Client Dashboard
A self-service dashboard that didn’t answer clients’ real questions was quietly driving call volume and eroding trust in a multi-year program. Redesigning it around what clients actually needed to know turned self-service from a cost center into a retention lever.
Earlier versions of the dashboard lacked enough account and program detail to be useful, which created confusion rather than clarity. Clients struggled to understand where they actually stood during a settlement program that typically runs three to four years.
- Give clients real-time access to their program details so they could self-manage their account
- Introduce chat and messaging as alternative support channels to reduce call volume
Product discovery
Discovery combined analytics review, Hotjar heatmaps and session recordings, 7 remote client interviews, 25 unmoderated user tests, 5 onsite user tests, and 2 employee focus groups, culminating in a single prototype. The key insight: the dashboard played a different role depending on how long someone had been in the program, which led to three distinct user segments based on tenure.
Beyond the headline numbers, clearer alert visibility drove higher clearance rates and ultimately allowed the call center to reduce staffing while improving the client experience.
Results
Selected screens
