HR Helpdesk | B2B SaaS
Feature | Dashboard | 0 to 1
Challenge 🎯
HR support agents had no real-time view of which tickets were approaching SLA limits, so they defaulted to working on queues rather than on urgency. Admins relied on manual spreadsheet exports to understand team workload.
Goal 📔
Design a single, role-aware overview screen that gives agents and admins an accurate, live picture of queue health, without opening a single ticket.
Results 💹
Achieved a 15% decrease in SLA breach rate, within 90 days of launch.
Overview ⭕️
Leena AI
Leena AI is a pioneer in Agentic AI Colleagues for enterprises - voice-enabled, personified AI coworkers prebuilt for IT, HR, Finance, and Procurement. They automate complex workflows across existing systems like Workday, ServiceNow, and SAP.
My role
· I led the design end-to-end
· Research
· Interface design
Timeline
4 days ( with design system )
NDA
In compliance with NDA agreements, I have shared only the brief process.
Team
· Collaborated with PM, understanding requirements and brainstoring ideas
· Worked with engineers checking feasibility
· Ran QA review pass before release
Understanding the "Problem"⁉️
The problem
When I joined this project, the agent interface was essentially a flat list of tickets.
No contextual signal, admins had to export data to excel to understand their queue stat.
A workflow that was always a day behind reality.
The result
SLA breaches were only discovered when they happened. Agents had no triage instinct built into the interafce.
Admins spend hours each week on reporting.
Key responsibilities
Research 🔍
I ran three parallel tracks before opening Figma. The goal was to separate the surface complaint ("the UI is confusing") from the underlying workflow failure ("we can't see what matters before it's too late").
Agent interviews
Contextual inquiry sessions watching agents process tickets live, mapping where attention broke down and where missed signals led to escalation.
Admin shadowing sessions
Followed admins through their morning reporting ritual: Excel exports, pivot tables, manual status updates. Needed to understand the full cost of the workaround, not just that it existed.
Competitive audit
Benchmarked category leaders on their SLA visibility patterns to understand what agents already expected when they opened a helpdesk tool.
Design decisions ✅
The dashboard replaced the existing 'Tickets' view as the default landing page
Role-scoped data by default
Agents only ever see metrics scoped to their own tickets and the groups they belong to. Admins see the full picture.
Every number is a link
Every metric tile clicks through to the ticket queue, pre-filtered to that metric's scope..
Volume metrics as baseline health
Five tiles show the state of the queue at a glance.
Business "impact" 💰
Reduction in SLA breach rate
−15% within 90 days
Reduction in time-to-identify breaching tickets
Employees gained the freedom to explore games beyond company-mandated content — fostering higher retention and engagement even as users transitioned between organisations, contributing to business expansion.
Interested in
working together?
Let's bring your vision to life
Get in contact with me