THE ACTIONABLE DASHBOARD
Turning metrics into insights you can act on
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Summary
I was tasked with designing a brand new dashboard showcasing performance metrics of Team Managers and their team of associates. The current platform did not have a one-stop shop for performance data that was actionable.
Client
Amazon
Team
Senior Product Manager
Senior Engineering Manager
2-3 Engineers
UX Writer
Tools
Figma, Amazon’s Component Library
Duration
4 Sprints
01
Inspire’s Vertical
Customer Service
Inspire Users
Team Managers
Associates
Operations
About Inspire
Inspire is an Amazon’s internal customer service management platform that helps Team Managers (TMs) monitor team performance and support their Customer Service Associates (CSAs). Through tools like coaching and contact reviews, TMs can track interactions, spot areas for improvement, and help CSAs deliver better services.
02
PROBLEM
Cluttered Dashboard, No Clear Next Steps
Inspire surfaced data but failed to drive action. The platform was cluttered with static tables and filters that were either broken or irrelevant to user needs. It offered no ability to drill into the data or apply time ranges, making it difficult to explore trends or extract actionable insights.
03
SOLUTION
Help TMs know who to coach a a glance
04
Coaching Details
Putting TM Performance on the Map
Coaching stats are the core indicator of TM effectiveness; highlighting them in a visual, drillable layout helped TMs quickly spot gaps, track progress, and take targeted action.
Drilling down from Team to Associate
Associates needing additional support
The Bottom Quartile section, introduced in the P2 launch, enabled Team Managers to quickly identify and support underperforming associates. By surfacing bottom-tier performers based on key metrics, it significantly reduced prep time and streamlined coaching prioritization. This status also carried over to other pages, helping TMs spot problem areas across the platform.
