Escalation management - Jan

Revamping the Internal Escalation Management System

A central platform for task management, escalation, and comprehensive analytics across all company roles.

CONTEXT

The organization relied on an internal escalation management platform to track, investigate, and resolve high-priority customer and operational issues across teams. The tool was critical to daily workflows but had grown complex over time, making it difficult for agents and managers to act quickly and confidently.

PROBLEM STATEMENT

Escalations were scattered across multiple screens, lacked clear ownership, and provided limited visibility into status and history. Users spent excessive time switching contexts, manually tracking updates, and coordinating across teams—leading to delayed resolutions and inconsistent service quality.

OUTCOME

Reduced time to locate and act on escalations
Improved clarity around ownership and accountability
Faster resolution of high-priority issues
A scalable foundation for future enhancements and reporting

MY ROLE

Led end-to-end UX for the escalation module
Conducted stakeholder interviews and workflow mapping
Defined information architecture and escalation lifecycle
Designed dashboards, detail views, and action flows
Collaborated closely with product, engineering, and visual design

TIMELINE

3 months (concept to handoff)

THE TEAM

1 UX Designer

1 Product Manager

1 Visual Designer

Engineering team

UX - UI DESIGN OPPORTYNITY

OLD DESIGNs

ESCALATION JOURNEY MAPPING

USER ROLE AND RESPONSIBILITY

Based on the company's needs and the responsibilities of various roles, the key user roles include Account Managers, Client Partners, and CXOs.

Each role has distinct tasks and views