A Case Study in Fast-Paced Product Environments
The Challenge
In one of my previous projects, I worked with a fast-scaling product team that operated in a dynamic, consumer-facing industry. Part of my responsibility was maintaining and developing features within an internal admin panel used by customer support agents. Over time, the panel grew organically as new features were added on the go — and while that’s often necessary in high-velocity environments, it eventually led to friction in daily operations.
Some of the recurring issues included:
- Support staff constantly switching between multiple views, which increased the time needed to resolve cases.
- Inconsistent UI structure — elements related to the same workflow were sometimes far apart, or scattered across different pages.
- Each view had a slightly different layout or logic, making orientation harder.
- There was no logical, user-defined way to jump between related sections without retracing steps or scrolling.
The system wasn’t broken, but it had become inefficient — and it was clear something could be improved.
(more…)