ENTERPRISE UX · B2B SAAS

RighView: Network Monitor Tool and Dashboard

Transforming support ticket resolution from a 15-minute data hunt into a 3-second glance via a role-based visualization system.

TL;DR

Democratizing network diagnostics for frontline agents.

Problem

COGNITIVE OVERLOAD
Support agents were navigating a bunch of cards and raw logs, requiring 10+ browser tabs and manual triangulation to diagnose a single IP address.

My Role

LEAD PRODUCT DESIGNER
Owned the end-to-end process from stakeholder strategy to high-fidelity visual systems. Collaborated with 2 PMs and 5 Engineers.

Solution

I designed a ROLE-BASED VISUALIZATION solution
A tiered dashboard system that translates complex network logs into instant "Health States" (Sentiment UI), enabling non-technical diagnosis.

Impact

25% FASTER RESOLUTION
Reduced Tier-1 escalations by 15% and increased setup success rate to 92%. Key factor in the acquisition by Plume Design.

The Challenge

Diagnosis was a process of manual data triangulation.

Original RighView

Before the redesign, support agents were navigating a disconnected ecosystem. To troubleshoot a single IP address, they had to cross-reference raw logs across 10+ browser tabs. The friction wasn't just visual noise—it was cognitive overload.

I can't find ... in ... [what I used to find it]...

Support Agent User Interview

May 2024

My Research & Insights

Visualizing the invisible friction.

I audited the entire support ecosystem. By mapping the Tier 1 triage workflow, I uncovered that the "slowness" wasn't a network issue—it was an information architecture issue. So I moved beyond standard user interviews to conduct a system-level audit. By mapping the physical actions of Tier 1 agents, I visualized the hidden cost of "context switching."

The diagnosis was clear: The "slowness" wasn't technical latency—it was cognitive latency. Agents were forced to act as "human middleware," manually bridging the gaps between disconnected tools.

‍Point 1: Fragmentation
80% of Triage Time Was spent navigating between tools, not diagnosing the actual issue.
‍Point 2: Trust Gap
The "Black Box" Effect Agents ignored automated alerts because the system didn't show the logic behind the diagnosis.
‍Point 3: The Pivot
Linear to Parallel We needed to shift from a linear, manual search process to a parallel, unified dashboard.

Solution & Interaction

Role-Based Intelligence.

Instead of a one-size-fits-all dashboard, I architected a Tiered Disclosure System (Progressive Disclosure).

I designed the system to act as a lens that focuses or widens based on the user's intent.
‍Tier 1 (Triage): Filters out 90% of the noise, showing only "Health State."
‍Tier 2 (Context): Reveals topology and device relationships.
‍Tier 3 (Root Cause): Exposes the raw logs and engineering metrics.This ensures agents are never overwhelmed, but engineers are never blocked.

Solution Deep Dive

Tier 1 Dashboard Deep Dive

I replaced the original "Wall of Numbers" with a simplified topology map — a Shared VIsualization with end users.

For non-technical agents, a latency of 400ms is abstract, but some colored chips are universally urgent. This visual translation bridges the gap between machine logic and human empathy, allowing agents to assess network health in under 3 seconds without needing to parse a single data point.

Solution Deep Dive

Guardrails, Not Walls.

Simplifying the interface didn't mean removing access. While the Tier 1 view guides the "Happy Path," the lateral navigation provides Unrestricted Drill-Down.

Users can bypass the curated view to access raw Topology maps, Device lists, and QoE (Quality of Experience) metrics instantly. This hybrid model provides safety for junior agents while maintaining total observability for power users.

Outcomes & Impact

Measurable Business Impact.

This design framework became a core asset in Righ's ecosystem, contributing to the platform's overall value and eventual acquisition by Plume Design.

25% Faster Resolution

Centralizing dispersed logs into a unified visual dashboard significantly reduced the Time-to-Resolution (TTR) for support agents.

15% Reduction in Escalations

The "Sentiment UI" empowered Tier 1 agents to confidently diagnose issues independently, reducing the burden on expensive engineering resources.

My Key Learnings

Curation over Reduction

I learned that simplifying enterprise tools is not about removing data, but organizing it. By using a Tiered Disclosure strategy, I balanced the high data density required by engineers with the clarity needed for frontline agents.

Visual Metaphors Bridge Gaps

I validated that translating technical metrics (latency numbers) into human metaphors is the an effective way to align cross-functional teams. This "common language" allowed non-technical users to operate with the confidence of network experts.

Future Roadmap

From Tool to Teammate.

The RighView Dashboard was the foundation (High Control). The next phase, RighGravity, introduces Agentic AI to the workflow.

We are shifting the paradigm from Human-Initiated Repair to AI-Proposing / Human-Verifying.In this future state, the Tier 1 agent clicks "Run AI Diagnose." The AI traverses the logic tree independently and proposes a fix. The agent stays in the loop by simply clicking "Yes/No" to verify the action. If the AI confidence is low or the fix fails, the system seamlessly escalates to Tier 2—ensuring high agency without losing human trust.

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