How I use data to design better Search, Emails, and Dashboards
Jun 11, 2025
Users were struggling to find help, ignoring important emails, or landing in empty dashboards with no clear path forward.
Instead of redesigning on instinct, I leaned on usage data and real-world behavior to guide every design decision.
Redesigning Support Search
Problem:
Users spent over 4 minutes trying to find solutions. Many didn’t know the product name when reaching out, and with over 3,000 products listed, it was overwhelming to navigate.
What I did:
Used support case volume to identify most searched products and issues
Surfaced them in the top section, personalized by country
Improved tagging behind search queries to return more relevant results
Added a section for "most helpful articles" based on user feedback
Result:
Clearer, localized search helped users find solutions faster — and support tickets dropped significantly in those areas.
Boosting clickthrough with smarter access emails
Problem:
We found that users were requesting access emails… but barely opening them. As a result, monthly active users on the dashboard remained low.
What I did:
Rewrote the email with personalized content: products they own, recent orders, open invoices
Changed the CTA from "Create an account" to "Visit your dashboard"
If a user didn’t have an account, they were guided to sign up seamlessly
Result:
124% increase in clickthrough rate
40% increase in new dashboard users
Fixing the empty dashboard experience
Problem:
Many users landed in the dashboard and saw nothing — no products, no instructions. They were either in the wrong account or expected to see more. Internally, it wasn’t prioritized because it was assumed “those users aren’t customers.”
What I did:
Analyzed usage and support data to quantify the impact
Showed how improving this experience could reduce support tickets and increase engagement
Got buy-in to redesign the dashboard experience for empty states
Result:
The project was greenlit, and I designed contextual onboarding flows to reduce confusion and guide next steps — leading to measurable increases in activation.
Making product usage visible
Problem:
Health educators using manikins had no visibility into which devices were overused, underused, or due for maintenance.
What I did:
Pulled usage data across training sessions and time periods
Visualized trends at the product level (e.g., most used manikins by month)
Shared insights with product and sales teams to support maintenance prioritization and planning
Result:
Better visibility led to smarter usage, improved product rotation, and reduced support escalations.
Redesigning Support Search
Problem:
Users spent over 4 minutes trying to find solutions. Many didn’t know the product name when reaching out, and with over 3,000 products listed, it was overwhelming to navigate.
What I did:
Used support case volume to identify most searched products and issues
Surfaced them in the top section, personalized by country
Improved tagging behind search queries to return more relevant results
Added a section for "most helpful articles" based on user feedback
Result:
Clearer, localized search helped users find solutions faster — and support tickets dropped significantly in those areas.
Boosting clickthrough with smarter access emails
Problem:
We found that users were requesting access emails… but barely opening them. As a result, monthly active users on the dashboard remained low.
What I did:
Rewrote the email with personalized content: products they own, recent orders, open invoices
Changed the CTA from "Create an account" to "Visit your dashboard"
If a user didn’t have an account, they were guided to sign up seamlessly
Result:
124% increase in clickthrough rate
40% increase in new dashboard users
Fixing the empty dashboard experience
Problem:
Many users landed in the dashboard and saw nothing — no products, no instructions. They were either in the wrong account or expected to see more. Internally, it wasn’t prioritized because it was assumed “those users aren’t customers.”
What I did:
Analyzed usage and support data to quantify the impact
Showed how improving this experience could reduce support tickets and increase engagement
Got buy-in to redesign the dashboard experience for empty states
Result:
The project was greenlit, and I designed contextual onboarding flows to reduce confusion and guide next steps — leading to measurable increases in activation.
Making product usage visible
Problem:
Health educators using manikins had no visibility into which devices were overused, underused, or due for maintenance.
What I did:
Pulled usage data across training sessions and time periods
Visualized trends at the product level (e.g., most used manikins by month)
Shared insights with product and sales teams to support maintenance prioritization and planning
Result:
Better visibility led to smarter usage, improved product rotation, and reduced support escalations.