The Challenge
A SaaS dashboard's support queue was dominated by 'how do I' tickets caused by confusing navigation, not bugs.
Case Study · UI/UX Design
A Redesign That Cut Support Tickets by a Third
A SaaS dashboard's support queue was dominated by 'how do I' tickets caused by confusing navigation, not bugs. Redesigning the information architecture around actual user workflows cut those tickets by more than a third within two months.
34%fewer 'how do I' tickets
NDA-protected engagement
The Story
What we walked into, and what we built
What We Built
Redesigning the information architecture around actual user workflows cut those tickets by more than a third within two months.
The Result
34%
fewer 'how do I' tickets
Client and platform names stay under NDA, consistent with the rest of our case studies — the engineering, and the outcome, are real.
How We Delivered This
The same path, every project
Clear stages, visible progress, and ownership that continues after launch.
01
Discovery
We map requirements, existing systems, constraints, and success criteria.
02
Architecture
Technical planning, risk review, and technology decisions documented before build.
03
Development
Iterative sprints with visible progress and working demos every sprint.
04
QA & Validation
Testing against real scenarios before anything reaches production.
05
Deployment
Controlled releases with rollback plans and zero-downtime where possible.
06
Support
Continuous improvement after launch, because production issues are our problem too.
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