A scaling e-commerce brand with no visibility into customer support every ticket, return, and order update handled manually.
Company stage
Seed
Industry
E-commerce
Services provided
Research · Wireframe · Mobile app
The challenge
Frost & Flin's support team was managing hundreds of daily orders across multiple channels — manually. Every order update, customer inquiry, and return request landed in a shared inbox with no structure, no priority system, and no visibility into what was resolved or pending.
The team was reactive by nature, not by choice. Support agents spent more time searching for order status than actually helping customers. As the business scaled, the chaos scaled with it.
My approach
From there, I moved into wireframes to map out a unified support dashboard. After two rounds of iteration and usability testing, I built a high-fidelity prototype that consolidated order tracking, customer history, and ticket management into one focused interface.
From there, I moved into wireframes to map out a unified support dashboard. After two rounds of iteration and usability testing, I built a high-fidelity prototype that consolidated order tracking, customer history, and ticket management into one focused interface.
The final design was handed off as a fully documented mobile-first experience, covering edge cases, empty states, and interaction details.
The results
Support agents stopped switching between tools. Response times dropped significantly, and the team finally had visibility into their workload in real time.
New agents were onboarding in under a day. The team handled 38% more tickets without adding headcount — and for the first time, had real visibility into their queue.