Customer Support Hub

A web app that displays key metrics for everyone and helps the support team deliver an exceptional customer experience.

(Company)

Apollo Scooters

(Company Profile)

Electric Scooter Brand

(TIMELINE)

~6 month

(responsibilities)

Information Architecture

User Research

UI/UX Design

(Platforms)

Web

Context

(My Role)

Empower support with clarity and speed

As the sole UX Designer on the project, I was responsible for transforming a cluttered, spreadsheet-based system into a powerful yet dead-simple web app that helps support agents work faster, feel more confident, and rely less on the dev team.

Understand the workflow

Shadowed support agents, mapped out pain points, and identified how confusion, redundancy, and missing context slowed down ticket resolution and killed morale.

Design with empathy

Designed for seasonal workers and interns like Gio—focusing on ultra-clear UI, strong visual hierarchy, smart defaults, and instant access to key data without deep system knowledge.

Execution and alignment

Built wireframes, high-fidelity designs, and interaction flows. Collaborated with product managers and developers to ensure seamless integration with internal tools. Designed real-time metrics panels that doubled as both functional dashboards and team motivators.

Discovery & Research

Based on my research I wrote 2 main personas. But this case study is about this guy.

Meet Gio, 20 y.o. student from Montreal, Canada.

Gio is seeking extra cash during his summer vacation. He somewhat tech-savvy, love to help people (from his words) and fluent in English, French and Arabic. He’s currently onboarding at Apollo Customer Support team.

(problem)

Gio's issues are simple.

Complex navigation

The current interface feels like an endless sea of similar data with no structure—only the veterans can navigate it. He’s constantly afraid of making mistakes, which makes him feel less effective than he could be.

Cluttered & unclear data

Even when he does find the needed data, he often misses something, which gives customers false expectations and requires his supervisor to step in.

No way to see my progress

It’s also frustrating for him not knowing whether they’re making progress. How close are they to their KPIs? He heard in a meeting that they’re saving gas and money for customers, but how much?

(Solution)

One simple page with all the essential info, updating in real time. Gio can easily find customers, manage scooters and rides—all in one place.

Clear data, exactly when he needs it.

Rethink how Gio uses data, and where he needs it most.

Intuitive navigation.

So simple, Gio never has to ask, “Where do I find this?”

Fun stats.

Numbers that show team progress and how close they are to hitting goals.

Design

Since this interface was for my colleagues, I had direct access to users, which made it much easier to run user interviews and field studies—so that’s where I started.

Then I asked to join the Support Team as an intern for a few days and went through the full onboarding and support process myself. That helped me truly feel users’ pain points and understand what needed to be tackled first.

From there, I jumped straight into ideation: rapid sketching, wireframing, and quick design workshops.

Within a couple of weeks, we found common ground and things started to click.

I came up with a simplified navigation, grouped related data into logical cards, and organized them into blocks and pages based on the actual user flow.