Update for the Support Panel

A support panel for a client in the financial services sector had been running for three years without major changes. The interface, although stable, no longer met the agents' needs: finding a ticket took an average of 45 seconds, and filtering by status or priority required unnecessary steps. The internal support team had been reporting a decrease in satisfaction for over six months, and the average resolution time had increased by 22% compared to the previous year.

We were asked to analyze the existing workflow and propose a restructuring of the panel, without replacing the backend infrastructure. The goal: reduce the number of clicks for frequent operations and improve the readability of critical information.

What We Observed in the Current Workflow

After a direct observation session of five agents over two weeks, we identified three main bottlenecks:

• The ticket list displayed all available columns, including rarely used fields (e.g., "Internal Server ID"), which diluted the relevant information.
• The "claim ticket" button was placed in a submenu, not in the main row of the list.
• Notifications for escalated tickets only appeared in the header, not in the page body, leading to frequent oversights.

We documented each observation along with screenshots of the workflow, and then prioritized the changes based on their estimated impact on response time.

The Restructuring Proposal

We chose to keep the overall architecture of the panel but rearrange the elements according to the principle of "essential information first." Specifically:

• We reduced the visible columns to seven: Ticket ID, Client, Subject, Status, Priority, Assigned Agent, Last Update Date. The other fields were moved to an expandable panel.
• We added a "claim" button directly in each row of the list, visible only for unassigned tickets.
• We introduced a persistent notification bar at the top of the list, which flagged high-priority tickets unresolved for over 24 hours.

The changes were implemented in a test environment for three weeks, and agents were able to provide direct feedback through an internal form.

Results Observed After Implementation

One month after the update launch, we measured the following changes:

• The average time to find a ticket decreased from 45 to 18 seconds.
• The number of tickets claimed within the first 10 minutes of opening increased by 31%.
• Persistent notifications reduced forgotten escalated ticket cases by 40%.

The support team reported a significant improvement in ease of use, and the average resolution time returned to values from two years ago.