Overview ⸺
CBTS needed a more efficient way for authorized users to access invoices directly from the Ascendon dashboard. Rather than requiring users to navigate through multiple pages, the goal was to surface relevant billing information within the dashboard through a modular, permission-based widget. The solution needed to integrate seamlessly with the existing dashboard while supporting role-based access and maintaining flexibility for future enhancements.
How I contributed
I led the UX design for this feature by exploring three distinct concepts that balanced discoverability, usability, and dashboard flexibility. I presented each direction to cross-functional stakeholders, facilitated design discussions, and incorporated feedback from customer validation sessions to better understand user expectations and workflows. The insights gathered helped shape the final design, resulting in a modular dashboard widget that improved invoice visibility while aligning with both user needs and business objectives.
Company
CSG | Ascendon Customer Care Platform
Client
Lexar
Role
UX Design Principle
Year
2019-2021
Platform
Enterprise SaaS
Designing for all scenarios
During ideation, we explored the full spectrum of invoice management—from customers with a single invoice to those managing large volumes of open invoices. We evaluated how different layouts, actions, and information hierarchies could support both simple and complex use cases while keeping the experience intuitive.
Beyond the “happy path”
Our goal was to provide customer service representatives with a streamlined path to identify, review, and resolve outstanding invoices efficiently, regardless of account complexity.
