Support Dashboard Refresh

The support dashboard used by our field coordinators had grown in layers over three harvest seasons. New tabs were added as requests came in, but nobody removed the old ones. By the time we started this project, a coordinator had to open four screens just to confirm whether a harvester unit was available for a booking.

The refresh was not about adding features. It was about reducing the number of steps between a question and an answer. We mapped every screen against the actual calls our coordinators receive: equipment status, driver assignment, harvest window, and delivery slot. Anything that did not support those four decisions was moved out of the main flow.

What changed

The new layout puts a single equipment summary at the top of the screen. Below it, the coordinator sees only the bookings that touch that unit: pending, confirmed, and completed. The old tabs for fuel logs and maintenance notes are still there, but they are collapsed into a secondary panel that opens only when needed.

• Equipment status now updates in real time from the dispatch system instead of a nightly sync.
• Booking conflicts are flagged on the same screen where the coordinator makes the assignment.
• Driver contact details appear inline with each booking, so there is no separate lookup step.
• The harvest window field is pre-filled from the plantation schedule, reducing manual entry errors.

We tested the new dashboard with three coordinators in Sibu for two weeks before rolling it out to the rest of the team. The feedback was consistent: the number of clicks per booking dropped from eleven to four, and the time to answer a status call went from about two minutes to under thirty seconds.

Implementation notes

The front end was rebuilt with a simple component structure so future changes do not require touching the whole page. The backend API stayed the same, which meant we could roll out the new interface without retraining the warehouse staff who enter the data. The only real constraint was the mobile view: coordinators often check the dashboard from a tablet on the loading dock, so the layout had to work at narrow widths without hiding critical fields.

One thing we deliberately did not do was add a chat widget or a notification bell. The coordinators already get enough alerts from the dispatch system. The goal was a calmer screen, not a busier one.