📊 Escalations Dashboard

🎯 The Challenge

In the fast-paced world of incident management and performance monitoring, stakeholders need real-time insights to address service interruptions and manage resources efficiently. The client required a custom dashboard that would provide key performance metrics, track incidents, and enhance collaboration across internal and third-party teams. The challenge was to design a dashboard that was intuitive, clear, and actionable.

🧠 The Goal

• Streamline incident management by visualizing key metrics like response time, resolution time, incident severity, and assigned responsibilities
• Provide a user-friendly interface for monitoring performance across teams
• Align with company’s corporate identity, ensuring brand consistency while enhancing usability
• Enable quick access to critical incident information to reduce response time

💼 My Role

As the lead designer, I was responsible for every aspect of the dashboard, from research to the final user interface. I collaborated closely with product stakeholders to understand business needs and technical requirements, ensuring the design was both functional and aligned with the client’s branding.

📊 Market Research & Benchmarking

I kicked off the project with a market analysis and competitor benchmarking to understand best practices in incident management tools. This helped identify:

• Essential features that increase operational efficiency
• Effective ways to display performance metrics
• Visual hierarchies that allow users to focus on key priorities

I presented the findings to the client to ensure alignment on the core elements before diving into the design process.

🎨 UI Design & Prototyping

Starting with rough sketches, I iterated on different dashboard layouts that would offer easy navigation and data visualization. Once I had feedback from internal stakeholders, I created interactive prototypes in Figma. Key design elements included:

• Clear visual hierarchies to prioritize key metrics (response time, resolution time, etc.)
• Flexible components that could be customized for different user roles
• Simple, intuitive charts and graphs to communicate complex data at a glance

My goal was to ensure that users could quickly take action on the most important incidents while having a high-level overview of ongoing performance.