Support Dashboard Refresh

The support dashboard for Pins Gourmets had grown piecemeal over two seasons. Order notes lived in one view, recipe feedback in another, and the preserve batch logs sat in a spreadsheet that only one person could open without breaking. The refresh started with a simple question: what does the team actually check when a customer writes in about a jar that did not seal properly or a pasta recipe that came out too dry?

We mapped the most common support paths and found that staff were jumping between four screens to answer what should have been a single query. The new dashboard consolidates the customer order history, the specific recipe or product referenced, and the batch record from the kitchen into one timeline view. A note field now captures the resolution directly on the order, so the next person picking up the thread sees what was tried and what worked.

The visual language follows the same editorial restraint as the rest of the site: cream backgrounds, olive green accents for resolved items, burnt orange for anything that needs a second look. No dense tables, no alert banners competing for attention. Just a clear sequence of events with the relevant details attached to each step.

What changed in practice

• Order history, recipe reference, and batch log now appear in a single chronological view.
• Resolution notes are attached to the order record instead of living in a separate email thread.
• Batch numbers link directly to the kitchen log, so a question about a fig preserve from August can be traced to its cooking date and sugar ratio.
• The dashboard loads in under two seconds on the same office Wi-Fi that previously timed out on the spreadsheet.

The refresh did not introduce new features for the sake of it. It removed the friction that made support slower than it needed to be. The team now answers the common questions in one pass, and the kitchen gets clearer signals when a batch needs attention before customers start writing in.