SaaS Operations Dashboard
Design an operations dashboard that helps a document-signing team find blocked customer requests and restore progress.
The brief
Understand the problem
Background
A document-signing service processes thousands of signature requests each day. Most complete normally, but identity checks, invalid fields, delivery failures, and expired requests require human attention.
User context
Sam begins an operations shift with 146 open exceptions across several enterprise customers. Service targets vary by severity, and two teammates may inspect the same case.
Product problem
The team needs to distinguish urgent blockers from normal volume, understand ownership, and act without losing the event history behind each exception.
Objective
Design an overview, prioritized queue, case workspace, and handoff flow that turns operational signals into accountable action.
What to design
Define the experience
Required experience
- Assess service health and exception volume
- Filter a queue by severity, age, customer, and owner
- Investigate one blocked signature request
- Resolve or hand off the case with a durable record
Screens and states
- Operations overview
- Exception queue
- Case investigation workspace
- Resolution and handoff
Core user flow
Follow the critical path
- 01
Sam sees an increase in failed identity checks on the overview
- 02
They filter to unassigned high-severity cases approaching their target
- 03
A case timeline reveals a document configuration error rather than user failure
- 04
Sam corrects the configuration, records the action, and watches the request resume
Product rules
Requirements and constraints
Requirements
- Separate service trends from individual work items
- Expose severity source, age, owner, and target time in the queue
- Preserve raw events alongside a readable case summary
- Prevent silent duplicate work when several operators open a case
- Make irreversible actions require explicit review
Constraints
- Not every technical event should become an operator alert
- Customer data access must follow assigned account permissions
- Tables and workflows must remain efficient for keyboard-heavy use
Reality check
States worth considering
Ready-to-use content
Mock data
Use this content to test hierarchy and realistic data states. You can expand it when the concept needs more depth.
Queue summary
- Identity verification: 48 open, 7 near target
- Document setup: 31 open, 3 breached
- Email delivery: 67 open, 2 breached
Case events
- 09:42 request created
- 09:44 signer opened email
- 09:47 identity check failed
- 10:03 assigned to Sam
Finish line
What to deliver
- Four desktop screens covering detection through resolution
- Behavior notes for concurrency, delayed metrics, and bulk incidents
Optional direction
Visual resources
Use these as a starting constraint if you want one. They are not part of the required solution.
Theory to review
UX principles for this brief
Use these as decision lenses, then validate the design with the people and context in the brief.
