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Support Dashboard Refresh
Our client support team was working with a dashboard that had grown organically over three years. New fields were added as requests came in, but nothing was ever removed. The result was a screen where a single order could take six or seven clicks to locate, and the most useful data was buried below less relevant columns.
The refresh started with a simple question: what does a support agent actually need to see when a corporate landscaping client calls about a delayed shipment? We mapped the most common queries from the previous twelve months and found that delivery status, batch origin, and soil composition were the top three. Everything else could move to a secondary panel.
We rebuilt the layout around those three priorities. The main view now shows the order number, current greenhouse location, and estimated dispatch date in a single row. The secondary panel holds the full order history, plant variety details, and any notes from the cultivation team. This cut the average lookup time from roughly four minutes to under ninety seconds.
What changed in practice
- Consolidated six separate status fields into one clear delivery stage indicator
- Added a soil batch reference directly on the order card, so agents can answer composition questions without opening a second screen
- Introduced a simple filter for urgent orders that need greenhouse confirmation before dispatch
- Removed the export button from the main toolbar; it now lives in the order detail view where it is actually used
The team tested the new layout for two weeks with a small group of agents before rolling it out. The feedback was straightforward: fewer tabs open, less scrolling, and a clearer sense of what needs attention first. We also added a short onboarding note for new hires, since the old dashboard had become a habit that was hard to unlearn.
This was not a redesign for its own sake. It was a response to a specific bottleneck in our order handling process, and the numbers after the rollout confirmed the improvement. The same approach is now being considered for the procurement screen, which has similar clutter issues.
If your team handles a high volume of plant and soil orders, a cleaner support view can make a real difference in response time. We are happy to walk through how this refresh was structured and what it took to implement.