← All work
03
·
Gridwork
·
B2B SaaS · Web app
·
2023
Dashboard triage
A triage view that tells support what to do first.
3 notes hidden. Switch annotation mode on.
The problem
Support managers opened a twelve column dashboard every morning and still asked in chat what to do first.
Client
Gridwork
Year
2023
Role
Senior product designer
Team
1 PM, 5 engineers, 1 data analyst
Timeline
12 weeks
Discipline
B2B SaaS · Web app
01
Context and constraints
Gridwork is a project tool for small agencies. Its dashboard was built for power users, and new teams never got past the first screen.
The brief was short: make support managers faster, without removing the table power users like.
02
Process
I shadowed three support managers for a day each. They scanned the table for red, copied a ticket number into chat and asked a colleague.
Existing data model, no new fields
Power users keep the full table one click away
Accessible colour: red never the only signal
3 notes hidden. Switch annotation mode on.
03
Decisions
Answer first, table second
The triage view shows three counts and a ranked list. The old table stays, under a tab called All tasks.
Rank by impact
Due date and the number of customers affected decide the order. People can still sort, but the default is no longer a guess.
3 notes hidden. Switch annotation mode on.
04
Outcome
Weekly active teams rose 27 percent in the quarter after launch and tickets to support fell by 38 percent. Made-up figures for the demo.
+27%
−38%
5 → 2
Outcome numbers are made up for this demo.
