The Actionable Dashboard

Turning metrics into insights you can act on

131K

Record high delivery of coaching sessions to date, a core KPI

Record high coachings delivered, a core KPI

Record high delivery of coaching sessions to date, a core KPI

↑94.85%

All-Time High MAU

↑33%

In Coaching Sessions MoM

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 Project Context

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.

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.

A Dashboard with no dashboard views

A Core KPI, Hidden in Plain Sight

Uncovering Bottlenecks in Coaching Visibility

03 Solution

Help TMs know who to coach a a glance

Flexible Views

01 Confusing

Flexible Views

Visual Hierarchy

Drill-down Insights

04 Final Design

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

TMs couldn’t track whether coaching was driving improvement over time. Static tables blocked visibility into trends and made it impossible to connect coaching to performance.

I replaced the tables with interactive graphs, benchmark toggles, and unified team/associate views for seamless, insight-driven coaching.

TMs couldn’t track whether coaching was driving improvement over time. Static tables blocked visibility into trends and made it impossible to connect coaching to performance. I replaced the tables with interactive graphs, benchmark toggles, and unified team/associate views for seamless, insight-driven coaching.

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.

The Actionable Dashboard

Turning metrics into insights you can act on

131K

Record high delivery of coaching sessions to date, a core KPI

Record high coachings delivered, a core KPI

Record high delivery of coaching sessions to date, a core KPI

↑94.85%

All-Time High MAU

All-Time High MAU

All-Time High MAU

↑33%

In Coaching Sessions MoM

In Coaching Sessions MoM

In Coaching Sessions MoM

Summary

Client

Team

Tools

Duration

01

Project Context

Inspire’s Vertical

Inspire Users

About Inspire

02

Problem

Cluttered Dashboard, No Clear Next Steps

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.

A Dashboard with no dashboard views

A Dashboard with no dashboard views

A Dashboard with no dashboard views

A Core KPI, Hidden in Plain Sight

A Core KPI, Hidden in Plain Sight

A Core KPI, Hidden in Plain Sight

Uncovering Bottlenecks in Coaching Visibility

Uncovering Bottlenecks in Coaching Visibility

Uncovering Bottlenecks in Coaching Visibility

03

Solution

Help TMs know who to coach a a glance

Flexible Views

01 Confusing

Flexible Views

Visual Hierarchy

Visual Hierarchy

Visual Hierarchy

Drill-down Insights

Drill-down Insights

Drill-down Insights

04

Final Design

Coaching Details

Putting TM Performance on the Map

Drilling down from Team to Associate

Associates needing additional support

Interested in connecting?

Let’s talk ideas, collaborations, or your next big idea coming to life.

Interested in connecting?

Let’s talk ideas, collaborations, or your next big idea coming to life.

Interested in connecting?

Let’s talk ideas, collaborations, or your next big idea coming to life.