WePly Client Dashboard Redesign

WePly represents a comprehensive platform designed to address customer inquiries around the clock, leveraging human-powered chat services to deliver exceptional customer support. By providing 24/7, 365-day support capabilities, WePly empowers companies to maintain elevated customer satisfaction while allowing internal teams to focus on advancing their core products and strategic initiatives. The platform has achieved significant scale, collaborating with over 1,000 clients spanning diverse industries, company sizes, and market segments.

However, this rapid growth and client diversity also presented unique challenges. With clients ranging from small startups to large enterprises, each with distinct support workflows, priorities, and operational requirements, the platform needed to serve a broad spectrum of user needs without sacrificing usability or clarity. The original dashboard design, while functional, began to show signs of strain when accommodating such diverse use cases. This recognition led the team to undertake a comprehensive redesign effort focused on creating a more flexible, intuitive, and scalable client interface.

Working as a UX Designer alongside product managers, support specialists, and client success teams, our team recognized that successful redesign would require deep understanding of the diverse user base that WePly serves. Rather than making assumptions about what clients needed, we initiated a comprehensive user research phase to gather direct insights from actual platform users across different client segments.

I led the user research effort, working closely with the team to develop research methodologies that could capture the distinct needs, pain points, and workflows of different client segments. This involved conducting interviews with support managers, operations teams, and decision-makers across various industries to understand how they used WePly in their daily operations. We supplemented these interviews with usage analytics and feedback from our client success team, who had frontline knowledge of common support requests and frustrations.

The research process revealed critical insights about how different user types approached the platform. Some clients prioritised analytics and performance metrics to measure support effectiveness, while others focused on workflow efficiency and team management. Still others needed better visibility into customer conversations and sentiment. By mapping these diverse needs, our team could identify common patterns while also recognising where the platform needed flexibility to accommodate different use cases.

I took the lead in translating these research findings into actionable design insights and recommendations. This involved synthesising the qualitative and quantitative data we had gathered, identifying patterns and priorities, and determining which insights should drive the redesign direction. My analysis revealed opportunities to restructure the dashboard hierarchy, reorganize key features, and introduce new functionality that would serve multiple user segments more effectively.

Armed with these insights, our design team collaborated with product and engineering to define the redesign scope and priorities. I led the design work on the client dashboard redesign, focusing on creating an interface that could be customised and adapted to different user needs without becoming overwhelming or complex. The redesign involved restructuring information hierarchy, introducing smarter defaults that adapt to user roles and preferences, and creating clearer workflows for common tasks that our research had identified as critical.

The WePly redesign project demonstrates the transformative power of user research in driving informed design decisions. By taking the time to understand the diverse needs of over 1,000 clients across different industries, the team was able to create a dashboard redesign that serves a broad range of use cases without sacrificing simplicity or clarity. The project showcases how thoughtful research methodology can uncover insights that lead to design solutions addressing real user problems rather than assumed ones. My contribution as the lead UX designer and researcher was to bridge the gap between user insights and design direction, ensuring that the redesigned dashboard reflected the actual needs and workflows of WePly's diverse client base. The result is a more flexible, intuitive platform interface that empowers clients to effectively manage customer support operations while maintaining the simplicity that makes the platform accessible to users of all technical skill levels.