Dashboard redesign cuts support tickets

I conducted user research to redesign a dashboard that would significantly reduce support tickets and create happier users.

Dashboard Redesign mocked on a laptop.

UX Designer at Commonwealth, 2018 - 2022. I owned design projects for a CMS website builder, including user research, UX writing, UI design, and prototyping.


Commonwealth is an RIA-Broker/Dealer helping financial advisors build their business by offering a wide array of solutions. One solution is a website platform for advisors to create a personalized website that reinforces their brand identity.

Project goal

Discover how to reduce company time spent on helping platform users complete tasks and improve user retention.

Empower users to update their website without having to wait for help from the support team.


How might we better communicate the information users have access to so their experience is less frustrating and saves time?

The website platform has a support team with many people requesting help to complete the same handful of website updates. People can make these updates and access help guides from the platform's dashboard. However, it seems they do not know that.

Finding the problem came from empirical data of my own. Time and time again, I saw the same questions raised. Before moving forward with a proposed solution, I had to confirm the problem and narrow in on the specifics.

Screenshot of the EasySite dashboard.
For context, this is a screenshot of the CMS dashboard.


I started this project by collecting the requests the support team receives from the platform users. The team has a ticketing system with archived information, so gathering and analyzing data was quick.

Data collection findings

About 15% of user requests were related to information accessible from the platform dashboard. A couple of typical requests involved questions like:

"Why aren't the changes I made published to the live site?"
"How do I see my draft site?"

User interview findings

  • Information users need to accomplish their objectives is not effectively placed on the dashboard.
  • Users did not know the level of information they had access to because they didn't explore the dashboard.
  • Users were unaware of the help guides accessible from the dashboard.
  • Users ignore information unrelated to their primary goal when entering the platform; to update their website.
If we apply a robust hierarchy, grouping methods, and color psychology to the UI, users will better understand the information they have at their fingertips.
Screenshot of the EasySite dashboard with colored markup.
Screenshot of the CMS dashboard. With a hierarchy outline.


Creating a hierarchy

Based on the data I collected during my research, I color-coded the information on the dashboard that's most to least important to user goals.

  • Red = most important
  • Purple = somewhat important
  • Green = least important

As you can see from the screenshot above, important information is scattered all over the dashboard.


I took the color-coded scribble and sketched a low-fidelity mock with the colors still applied. This visualization method is a personal preference. It helps me organize information even when there isn't a lot. This method also helps in communicating intent to stakeholders.

I also went back to my research to collect users' vocabulary when describing the dashboard. I applied their vocab to the final product under the assumption that more recognizable words would help users in their keyword-skimming efforts.

Colored wireframe of the dashboard.
This is a wireframe with the color scheme still applied.


Screenshot of the dashboard redesign.
The final design of the dashboard.
Screenshot of submitting website changes on the redesigned dashboard.
The Website Changes tab within the dashboard. This is where users could submit website changes to Compliance for approval.
Screenshot of a popup from the dashboard redesign.
The pop-up users would view when they submit a change.
Screenshot of a popup on the redesigned dashboard.
The pop-up users would view if they are adding a case number to a submission.