Background
Greenline's dashboard hadn't been touched in four years. Customer support tickets about "confusing charts" were the #2 complaint category. I was brought in to lead a full redesign.
Discovery
I ran 12 user interviews and found that most customers only cared about 3 of the 17 available metrics. The rest was noise. So we restructured the entire dashboard around those three key numbers, with everything else accessible but not front-and-center.
Outcome
Support tickets related to the dashboard dropped 45% in the first quarter after launch. NPS for the analytics feature went from 32 to 61.