Magdy Design Studio
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SaaS product2025Self-initiated concept for SaaS support teams1-week focused sprint

Supportly – Support Analytics Dashboard

An AI-powered support analytics dashboard that turns a generic UI kit into a focused tool for support managers to spot urgent tickets, SLA risks, and agent performance in seconds.

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Supportly case study cover

Primary activation outcome

Gave support managers a 10-second ‘morning health check’ via a focused Overview screen

UX result

Reduced dashboard noise by limiting KPIs and grouping metrics into clear sections

UX result

Created a reusable design system to extend Supportly without breaking visual consistency

Product screens

A focused set of views: Overview, Tickets workspace, Agent analytics, plus IA & design system snapshots.

Supportly overview dashboard
Overview – urgent KPIs, SLA trend, and latest tickets.
Supportly tickets workspace
Tickets – triage workspace with filters and empty state.
Supportly agent analytics
Agent analytics – performance trends and SLA compliance.
Supportly IA and key flows
IA & key flows – daily support check and agent review.
Supportly mini design system

Lightweight design system – color tokens, type scale, and key components reusing 80–90% of the original kit.

Challenge

Support teams were drowning in disconnected ticket lists and noisy dashboards. Managers struggled to see which issues were truly urgent, how SLAs were trending, and which agents needed support without jumping between multiple views.

Approach

I defined a lean information architecture around three core screens—Overview, Tickets, and Agents—and redesigned the main dashboard using 80–90% of an existing SaaS UI kit. The layout prioritizes urgent KPIs, clear trends, and a clean tickets table, supported by a small design system for consistent cards, tables, and states.

Key features

  • Overview dashboard with urgent KPIs and SLA insights
  • Tickets workspace with empty/error states and focused filters
  • Agent performance view for weekly coaching and trend analysis
  • Information architecture and user flows for support managers
  • Lightweight component system reusing 80–90% of the original UI kit

What this project proves

  • Clear product framing for users and stakeholders.
  • Interface decisions tied to business outcomes, not decoration.
  • Frontend execution that keeps the design system coherent.

Project snapshot

Role
Product Designer (UX, UI, flows)
Client
Self-initiated concept for SaaS support teams
Duration
1-week focused sprint

Technology and tools

FigmaUX StrategyDesign systemsSaaS dashboard

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