Gladly’s Out Of The Box Dashboards

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As a Senior Product Designer at Gladly, a leading U.S. customer service platform, I spearheaded the research and design of a strategic reporting experience used by all Gladly customers. Gladly's Reports empower contact center leaders with data-driven insights, enabling them to make strategic decisions crucial to their operations and teams. The Out-of-the-Box Dashboards assemble key metrics for a quick view of agent performance, daily trends, and topics.

I collaborated closely with the Strategist Team's product manager and engineers to identify the most valuable metrics and deliver the designs for the dashboards. Our primary goal was understanding customer reporting needs and uncover the metrics they wanted to surface. We hypothesized that these dashboards would be used frequently: one for a high-level view of reports ("daily trends") and another for agent-specific metrics.

During the early stages of the product development cycle, the product manager and I conducted multiple rounds of user research with five innovation partners, mainly in the e-commerce industry. We facilitated card sorting exercises, where participants were asked to group and prioritize known metrics along with interviews. Through this tactic, we validated our initial hypothesis about the hierarchy, grouping, and necessity of the metrics we provided.

I leveraged Looker's existing components and guidelines to ensure easy user comprehension and data-driven action. I focused on visualization, ordering, and layout of metrics for analysts, the primary users. Defining on-brand and accessible colors and selecting the right visualization type for each metric.

After creating rough prototypes, we conducted two additional feedback sessions with the five innovation partners before finalizing the designs. The research, design, and development process took three months, culminating in the launch of the dashboards in August 2022. Currently, approximately 300 Gladly customers utilize the Out-of-the-Box Dashboards.