Supervisor
Overview
Supervisor is an all-in-one service system designed to streamline both hardware and software support.
It unifies core tools: live chat, ticket management, knowledge base, process automation, and AI modules - into a single environment that requires no external services like Zendesk or Freshdesk.
At the same time, it remains open for integrations, giving companies the flexibility to scale and customize workflows as they grow.
Problem
During the audit of the existing interface, it became clear that the system had grown overcomplicated and fragmented.
This fragmentation also caused inconsistencies in data and made onboarding new team members significantly harder.
Different features were developed independently, resulting in a cluttered interface and disconnected functionality
The challenge
Most customer support systems lack flexibility and adaptability for specific team needs.
Agents often have to switch between multiple tools, wasting time and losing focus.
Our goal was to create a single, customizable workspace that scales across products and adapts to different support scenarios.
During the prototyping phase, we used usability testing and AI-assisted prototyping to quickly test hypotheses.
Research & Insights
Through interviews and process audits across several support teams, we uncovered key pain points:
Fragmented tools caused delays and inconsistent data.
Information overload made onboarding new agents difficult.
Rigid interfaces limited customization for specialized workflows.
Slow search and retrieval reduced first-contact resolution rates.
These findings guided our design principles: unification, clarity, modularity, and control.
Hypotheses
Reducing interface density and eliminating redundant elements will help agents focus on key tasks and improve efficiency.
Merging related tools (chat, tickets, and knowledge base) into a single modular workspace will reduce time spent on context switching.
Adaptive workspace layouts will make the system flexible for different departments and use cases.
Unified data access through contextual panels will improve information retrieval and reduce support time per request.
We used contextual inquiry, user interviews, and task analysis to identify key issues in support operations.
After the MVP launch, we used a continuous feedback loop to collect real-world insights from agents.
At the initial stage, I used existing components from the current design system to quickly prototype and evaluate whether they could be adapted for new use cases. This approach helped identify opportunities to improve the interface quality early on — without committing to a full redesign
Design Process
Mapping workflows – identified all interaction touchpoints between agents, systems, and customers.
Prototyping new layouts – tested workspace configurations with support leads.
Iterative validation – gathered feedback after each sprint to balance flexibility with usability.
Performance optimization – restructured backend logic to reduce latency and API load.
The solution
Supervisor introduces a modular, configurable interface that allows agents to:
adjust their workspace to specific ticket types
access only the data relevant to each request
and structure information from databases efficiently
This approach reduces cognitive load, minimizes interface clutter, and speeds up information retrieval directly improving productivity and reducing server load.
Impact
Before redesign: average response time 6 min 28 sec.
Two weeks after redesign: temporary increase to 7 min 13 sec (adaptation phase).
After stabilization: response time decreased by ~20% to 5 min 10 sec per ticket.
The final design introduced workspace templates, letting managers predefine layouts for specific teams (e.g., hardware, billing, technical support), which could then be fine-tuned individually.
Key Outcomes
Simplified navigation — reduced average number of clicks per ticket by 30%
Personalized workspaces — made data retrieval faster and more intuitive
Improved onboarding — new agents reached proficiency 40% faster