When I joined Compass, I conducted a series of analyses (heuristics, analytic data, and user event tracking) as well as interviews with both customers and customer service leaders to uncover pain points. The mining dashboard emerged as a significant area in need of improvement. The result was a streamlined, user-centric dashboard that not only enhanced the overall user experience but also significantly increased time spent on the platform, delighting our users in the process.
In addition to a holistic redesign, there were two main objectives to drive decisions:
1. Reduce customer frustration (measured in customer service tickets related to the dashboard).
2. Increase engagement with revenue-creating pages.
Product Design Lead
Dashboard Design
Usability Testing
User Research
Feature Optimization
Data Analysis
The redesigned dashboard drove measurable improvements across key metrics. User engagement and time on platform increased, while customer service tickets declined sharply. Traffic to revenue-generating pages rose, and late invoice payments decreased thanks to clearer billing flows. Post-launch surveys showed a notable lift in customer satisfaction and overall platform sentiment.
The goal was to redesign the dashboard to improve usability, surface key insights, and drive engagement with high-value areas of the platform. I led a data-informed process that combined qualitative research, behavioral analytics, and iterative testing to ensure every change delivered measurable impact.
I conducted interviews with customer service leaders and active users to uncover friction points, recurring support issues, and unmet needs. These conversations helped define success metrics and informed the initial problem framing.
Using Mixpanel and Google Analytics, I analyzed user behavior to identify drop-off points and underutilized features. From there, I created updated user journeys and flow maps that aligned with core business objectives and user goals.
With a clear understanding of user needs and behavior patterns, I redesigned the dashboard structure and interaction flows. Wireframes and prototypes were tested with users to validate navigation, content hierarchy, and clarity of key features.
Working closely with engineering, I guided the rollout of design improvements and monitored post-launch metrics to track impact. Continuous testing and user feedback informed further refinements, resulting in higher engagement and reduced support volume.
The final designs reflect a refined information architecture and visual hierarchy grounded in user behavior data. By simplifying navigation, improving data visibility, and aligning layout patterns across the platform, the dashboard delivers a cohesive experience that enhances engagement and operational efficiency.
The redesign of the Compass Mining dashboard led to significant improvements across key performance indicators. Time spent on the dashboard increased, indicating enhanced user engagement and satisfaction.
Traffic to the shop page saw an uptick, contributing to increased revenue opportunities.
The project also resulted in a substantial reduction in customer service tickets, as users were able to find the information they needed more easily. Additionally, there was a notable decrease in late invoice payments, reflecting improved user experience and clarity in the billing process.
Post-project surveys indicated an overall increase in customer sentiment, with users expressing greater satisfaction with the updated dashboard.
