Transforming Complex Complaint

Reports into an Interactive Dashboard

Transforming Complex Complaint Reports into an Interactive Dashboard

Transforming Complex Complaint Reports into an Interactive Dashboard

Company

Company

Malam Team

Malam Team

Role

Role

UX/UI design

UX/UI design

Duration

Duration

December 2022 - May 2023

December 2022

May 2023

Tools

Tools

Figma, Adobe CC

Figma, Adobe CC

Overview

Overview

The Israeli State Comptroller’s office relied on outdated PDFs to share important public data. It was hard to search, frustrating to navigate, and inaccessible to most users. I was brought in to lead the UX/UI design of a new digital BI platform that would make this information easy to explore, filter, and understand in just a few clicks.

The Israeli State Comptroller’s office relied on outdated PDFs to share important public data. It was hard to search, frustrating to navigate, and inaccessible to most users. I was brought in to lead the UX/UI design of a new digital BI platform that would make this information easy to explore, filter, and understand in just a few clicks.

The Role

The Role

I led the UX/UI design of this platform in collaboration with another designer. I was responsible for user research, wireframes, prototyping, UI design, and building a scalable design system.

Design Process

Design Process

1. Discover & Define

Met with stakeholders to understand their goals and user types (e.g. analysts, clerks, journalists).

Analyzed the structure of the existing data (PDFs, tables, charts).

Defined key user needs: fast filtering, clear comparison, intuitive navigation.

2. Ideate & Validate

Sketched early wireframes and created mid-fidelity prototypes.

Conducted feedback sessions with stakeholders.

Refined based on input—users needed clearer visual hierarchy, simpler filters, and a guided starting point.

3. Final Design

Designed interactive dashboards with filters by complaint topic, location, department, and year.

Created multiple data visualizations: bar charts, pie charts, and line graphs to represent trends and patterns.

Developed a clean, accessible interface that works across screens.

Built a scalable design system to support future modules.

The Solution

The Solution

The final platform provided government workers and the public with a centralized and dynamic way to explore complex data. What once took hours of document scanning could now be completed in minutes with just a few clicks. The project was praised for its clarity, usability, and ability to democratize access to critical civic information.

Complaints Overview

Complaints Overview

The complaints overview lets users compare the number of complaints received in a selected period with previous years and view how many complaints were managed, offering a quick insight into trends and performance.

The complaints overview lets users compare the number of complaints received in a selected period with previous years and view how many complaints were managed, offering a quick insight into trends and performance.

Complaints Against

Complaints Against

Complaints against allows users to see which entities received the most complaints over a chosen period, comparing volumes, resolution rates, and trends. It provides a quick view of accountability and response performance across organizations.

Complaints against allows users to see which entities received the most complaints over a chosen period, comparing volumes, resolution rates, and trends. It provides a quick view of accountability and response performance across organizations.

Complaint Topics

Complaint Topics

The complaint topics section categorizes complaints by subject, highlighting the most common issues raised by the public. It provides an overview of specific areas needing attention and tracks changes over time.

The complaint topics section categorizes complaints by subject, highlighting the most common issues raised by the public. It provides an overview of specific areas needing attention and tracks changes over time.

Who Complained?

Who Complained?

The who complained section breaks down complaints by age, education, religion, location, and gender, revealing trends in which groups submitted the most complaints during the selected period.

The who complained section breaks down complaints by age, education, religion, location, and gender, revealing trends in which groups submitted the most complaints during the selected period.

Distribution by Entity

Distribution by Entity

Distribution by Entity displays complaints by government ministries, local bodies, and other organizations. This section shows complaint volume and resolution rates per entity, offering transparency on responsiveness across institutions.

Distribution by Entity displays complaints by government ministries, local bodies, and other organizations. This section shows complaint volume and resolution rates per entity, offering transparency on responsiveness across institutions.

Filter by Date

Filter by Date

This filters panel enables users to fine-tune complaint data by choosing specific time frames, allowing a targeted view of trends and comparisons across various periods.

This filters panel enables users to fine-tune complaint data by choosing specific time frames, allowing a targeted view of trends and comparisons across various periods.

Optimized for Mobile Access

Optimized for Mobile Access

The mobile design ensures users can easily access, navigate, and analyze complaint data on the go. With a streamlined layout, responsive charts, and touch-friendly controls, the mobile experience brings essential insights to users’ fingertips. This simplified interface maintains the power and depth of the dashboard, making complex data manageable and accessible anytime, anywhere.

The mobile design ensures users can easily access, navigate, and analyze complaint data on the go. With a streamlined layout, responsive charts, and touch-friendly controls, the mobile experience brings essential insights to users’ fingertips. This simplified interface maintains the power and depth of the dashboard, making complex data manageable and accessible anytime, anywhere.

Impact

Impact

After launch, stakeholders gave positive feedback about how much easier it was to find and understand key data. The platform helped reduce internal requests and made information more accessible to a wider audience.

After launch, stakeholders gave positive feedback about how much easier it was to find and understand key data. The platform helped reduce internal requests and made information more accessible to a wider audience.

This project’s journey ends here.

Ready to view the next one?

This project’s journey ends here.

Ready to view the next one?