Support Dashboard Refresh
The old support dashboard buried the most useful data under a pile of generic charts. Gardeners who wrote in about pH readings or compost ratios had to wait while staff cross-checked three different screens before answering. The refresh started with a simple question: what does the person on the other end of the message actually need to see first?
We rebuilt the layout around the conversation thread, not the ticket number. Soil test results, crop history, and previous advice now sit beside the latest message, so a reply can reference what was actually planted and what the last reading showed. The seasonal calendar got its own panel, which cut down on repeated questions about timing — when to add amendments, when to rotate beds, when to re-test.
The team tested the new interface with three allotment groups over a full growing season. Response time dropped noticeably, but the bigger win was fewer back-and-forth messages. People got an answer that matched their situation the first time. The dashboard now handles about forty percent more conversations per week without extra staff, and the notes field has become a proper field journal instead of a place where context went to die.