UI Design · UX Design · User Research
1 Product Owner · 1 Head of Design · 1 Head of Operations · 2 Full Stack Developers
Pikl's internal policy admin tool was outdated and badly aligned to how support staff actually worked. Manual calculations, disconnected scripts and no proper customer search meant staff were compensating daily for what the system couldn't do.
I ran sessions with the support team to find where the friction was. The pattern was consistent: the tool was offloading its own complexity onto its users. I redesigned the dashboard to surface scripts, customer history and task context at the right moment, replacing memory-based decisions with structured guidance and clearer navigation throughout.
Research with five support staff reframed the project from a visual refresh into a structural redesign
Scripted guidance and an activity log replaced memory-based decisions and manual workarounds
The concept gave Pikl a scalable foundation for modernising a business-critical internal tool
