Optimizing an Admin Dashboard for Efficiency and Clarity
Project Overview
The internal client management system used by the customer success team at an insurance company had become outdated. It failed to support the team’s day-to-day operations, resulting in wasted time, inefficiencies, and a lack of visibility into client status and tasks.
The internal client management system used by the customer success team at an insurance company had become outdated. It failed to support the team’s day-to-day operations, resulting in wasted time, inefficiencies, and a lack of visibility into client status and tasks.
Design Challenge
How can I redesign the CS team’s dashboard to reduce friction, highlight key client data, and help them make faster decisions?
User Context & Opportunity
The CS team manages dozens of client accounts daily, often jumping between fragmented screens and outdated flows. Simple actions like checking a status or updating a detail - ends up taking too long or getting missed entirely. These gaps pointed to a clear need: a faster, clearer, and more focused workspace that actually supports the way the team works.
Pain Points Revealed in User Interviews
Interviewing three internal admins revealed friction points that added unnecessary complexity to their daily workflows:
Overly manual task flows
Simple actions required too many steps and redundant clicks.
Hard to manage multiple users
Admins had to jump back and forth to complete basic tasks.
Information overload
Important info was easy to miss without filtering or hierarchy.
No quick overview
There was no way to filter by priority or quickly spot key statuses.
Here’s an Analysis of UX/UI Issues in the Current Design:
Here’s an Analysis of UX/UI Issues in the Current Design:
Interviewing three internal admins revealed friction points that added unnecessary complexity to their daily workflows:
User Challenges in the Existing System
Overly manual task flows
Simple actions required too many steps and redundant clicks.
Hard to manage multiple users
Admins had to jump back and forth to complete basic tasks.
Information overload
Important info was easy to miss without filtering or hierarchy.
No quick overview
There was no way to filter by priority or quickly spot key statuses.
Design Goals
Clarity at a glance
Help admins instantly understand the status of each user and what needs action - without digging or guessing.
Surface what matters
Prioritize key data, statuses, and tasks to support better decision-making and minimize distractions.
Smarter task flows
Streamline frequent actions and reduce the number of steps required to complete core tasks like odometer approval or quoting follow-ups.
Support the full user journey
Expand admin access to quoted and in-progress users to support lead conversion and reduce drop-offs.
Support the full user journey
Expand admin access to quoted and in-progress users to support lead conversion and reduce drop-offs.
UI Style Guide
Final Design & Key Takeaways
Impact & Value Delivered
While we didn’t run formal metrics, feedback from the CS team made it clear: the redesigned system made their day-to-day work easier. Tasks that used to feel clunky and scattered became faster, more intuitive, and better aligned with how they actually work. Instead of working around the system, they could finally work with it.
What I Learned…
1
Start with People
Sitting with admins, hearing their frustrations, and making them feel seen helped build trust, and helped me design better. Research isn’t just a phase. It’s the foundation.
2
Clarity Over Complexity
Too much information got in the way. By stripping back noise, adding smarter filters, and simplifying layouts, I turned overload into focus.
3
Challenge the Old Defaults
Some of the biggest wins came from letting go of outdated UI. I learned to question what existed and rebuild what no longer served the team.
Design Solutions
Across all the updated screens, the focus was on reducing friction, surfacing relevant information, and giving admins the tools they need, when they need them.
Dashboard: From Static Entry Point to Actionable Control Panel
Before
Admins landed on a static screen with only three options: quote, manage policy, or view odometer -without any context or activity preview.
After
Based on research, admins consistently needed quick access to three things: new submissions, active policies, and flagged odometers. I designed dedicated tabs for each, surfacing only the most relevant data:
Recent Submissions: Overview of latest users, status, and where they dropped off in the purchase flow
Policy Management: Focused on active clients and policy-critical data (e.g., user ID, coverage)
Odometer Monitoring: Helps verify odometer reports for active clients, tying directly to usage-based insurance logic
Odometer Monitoring Made Easy
Before
In an on-demand insurance model, mileage data is what determines how much users pay - making odometer tracking a central part of the product.
But in the previous design, these tasks were buried within general policy management, with no dedicated space or structure. Admins had to scroll horizontally across user cards just to check statuses, turning a routine action into an unnecessary effort.
After
Odometer management now lives in a dedicated tab, making it easier to focus on mileage-related tasks. I simplified the table by removing extra columns and replaced separate buttons with a single status chip that both shows the user’s state and links directly to the next action.
Before
Admins couldn’t see details for users who didn’t complete their policy purchase. The screen appeared empty, making it unclear if a quote had even started.
After
Admins now see quote status, contact info, and where the user dropped off even without a completed policy. This enables quicker follow-up and a smoother sales handoff.
Lead Management: Making Quote-Stage Users Visible
Design Solutions
Across all the updated screens, the focus was on reducing friction, surfacing relevant information, and giving admins the tools they need, when they need them.
Across all the updated screens, the focus was on reducing friction, surfacing relevant information, and giving admins the tools they need, when they need them.
Dashboard: From Static Entry Point to Actionable Control Panel
Before
Admins landed on a static screen with only three options: quote, manage policy, or view odometer -without any context or activity preview.
After
Based on research, admins consistently needed quick access to three things: new submissions, active policies, and flagged odometers. I designed dedicated tabs for each, surfacing only the most relevant data:
Recent Submissions: Overview of latest users, status, and where they dropped off in the purchase flow
Policy Management: Focused on active clients and policy-critical data (e.g., user ID, coverage)
Odometer Monitoring: Helps verify odometer reports for active clients, tying directly to usage-based insurance logic
Odometer Monitoring Made Easy
Before
In an on-demand insurance model, mileage data is what determines how much users pay - making odometer tracking a central part of the product.
But in the previous design, these tasks were buried within general policy management, with no dedicated space or structure. Admins had to scroll horizontally across user cards just to check statuses, turning a routine action into an unnecessary effort.
After
Odometer management now lives in a dedicated tab, making it easier to focus on mileage-related tasks. I simplified the table by removing extra columns and replaced separate buttons with a single status chip that both shows the user’s state and links directly to the next action.
Managing Odometer Approvals in One Smooth Flow
Before
Admins had to return to the dashboard after reviewing each odometer, making bulk validation slow and repetitive.
There was no way to easily manage multiple vehicles per user, and image previews were small and hard to scan.
After
The new design introduces a progress bar for seamless bulk navigation between users.
The layout supports multi-vehicle accounts, shows the number of pending odometers per user, and features a larger image preview for faster validation.
Lead Management: Making Quote-Stage Users Visible
Before
Admins couldn’t see details for users who didn’t complete their policy purchase. The screen appeared empty, making it unclear if a quote had even started.
After
Admins now see quote status, contact info, and where the user dropped off even without a completed policy. This enables quicker follow-up and a smoother sales handoff.
Dashboard: From Static Entry Point to Actionable Control Panel
Before
Admins landed on a static screen with only three options: quote, manage policy, or view odometer -without any context or activity preview.
After
Based on research, admins consistently needed quick access to three things: new submissions, active policies, and flagged odometers. I designed dedicated tabs for each, surfacing only the most relevant data:
Recent Submissions: Overview of latest users, status, and where they dropped off in the purchase flow
Policy Management: Focused on active clients and policy-critical data (e.g., user ID, coverage)
Odometer Monitoring: Helps verify odometer reports for active clients, tying directly to usage-based insurance logic
Odometer Monitoring Made Easy
Before
In an on-demand insurance model, mileage data is what determines how much users pay - making odometer tracking a central part of the product.
But in the previous design, these tasks were buried within general policy management, with no dedicated space or structure. Admins had to scroll horizontally across user cards just to check statuses, turning a routine action into an unnecessary effort.
After
Odometer management now lives in a dedicated tab, making it easier to focus on mileage-related tasks. I simplified the table by removing extra columns and replaced separate buttons with a single status chip that both shows the user’s state and links directly to the next action.
Before
Admins couldn’t see details for users who didn’t complete their policy purchase. The screen appeared empty, making it unclear if a quote had even started.
After
Admins now see quote status, contact info, and where the user dropped off even without a completed policy. This enables quicker follow-up and a smoother sales handoff.
Lead Management: Making Quote-Stage Users Visible
Results & Key Takeaways
This project wasn’t just about cleaning up screens — it was about rethinking how internal tools can better support the people who rely on them every day.
The new design helped turn disconnected flows into a more intuitive and focused experience.
Here are a few things I took away from the process:
Even small UX gaps can have a big impact
Something as simple as not being able to view a quote-stage user led to daily frustration and lost opportunities for the team.Designing for admins means removing friction, not adding features
Admins usually know exactly what they want to do. The system just needs to let them get there quickly and clearly.Subtle patterns can be powerful
Turning status chips into clickable elements gave admins a direct way to act — without
Results & Key Takeaways
This project wasn’t just about cleaning up screens — it was about rethinking how internal tools can better support the people who rely on them every day.
The new design helped turn disconnected flows into a more intuitive and focused experience.
Here are a few things I took away from the process:
Even small UX gaps can have a big impact
Something as simple as not being able to view a quote-stage user led to daily frustration and lost opportunities for the team.Designing for admins means removing friction, not adding features
Admins usually know exactly what they want to do. The system just needs to let them get there quickly and clearly.Subtle patterns can be powerful
Turning status chips into clickable elements gave admins a direct way to act — without
UI Style Guide
Final Design & Insights
Impact & Value Delivered
While we didn’t run formal metrics, feedback from the CS team made it clear: the redesigned system made their day-to-day work easier. Tasks that used to feel clunky and scattered became faster, more intuitive, and better aligned with how they actually work. Instead of working around the system, they could finally work with it.
What I Learned…
1
Start with People
Sitting with admins, hearing their frustrations, and making them feel seen helped build trust, and helped me design better. Research isn’t just a phase. It’s the foundation.
2
Clarity Over Complexity
Too much information got in the way. By stripping back noise, adding smarter filters, and simplifying layouts, I turned overload into focus.
3
Challenge the Old Defaults
Some of the biggest wins came from letting go of outdated UI. I learned to question what existed and rebuild what no longer served the team.