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 State Comptroller and Ombudsman of Israel needed a new way to make public complaint data more accessible and transparent. Previously, this data was only available through static PDFs, making it challenging for users to navigate, compare, and analyze information. The goal of the project was to create a centralized, interactive Business Intelligence (BI) platform that could work seamlessly on both web and mobile, allowing users to easily explore data trends, track resolutions, and gain insights.
The State Comptroller and Ombudsman of Israel needed a new way to make public complaint data more accessible and transparent. Previously, this data was only available through static PDFs, making it challenging for users to navigate, compare, and analyze information. The goal of the project was to create a centralized, interactive Business Intelligence (BI) platform that could work seamlessly on both web and mobile, allowing users to easily explore data trends, track resolutions, and gain insights.
The Role
The Role
In this project, I conducted research to deeply understand the client’s business and user needs. My responsibilities included designing wireframes, creating a style guide, and prototyping solutions, while collaborating with the client through regular meetings to ensure alignment with their goals.
In this project, I conducted research to deeply understand the client’s business and user needs. My responsibilities included designing wireframes, creating a style guide, and prototyping solutions, while collaborating with the client through regular meetings to ensure alignment with their goals.
The Problem
The Problem
Before the BI system, users could only access public complaint data through year-specific PDFs available on the State Comptroller’s website. This approach created several issues:
Before the BI system, users could only access public complaint data through year-specific PDFs available on the State Comptroller’s website. This approach created several issues:
Scattered Data: Users had to manually search through lengthy PDFs, making it difficult to locate relevant information.
Scattered Data: Users had to manually search through lengthy PDFs, making it difficult to locate relevant information.
No easy year-to-year comparisons: The separation of data into individual yearly PDFs made it difficult to compare trends over time.
No easy year-to-year comparisons: The separation of data into individual yearly PDFs made it difficult to compare trends over time.
Irrelevant Data Overload: The PDFs contained a lot of data that wasn’t always relevant, and there was no way to focus on the most important insights.
Inefficient Navigation: Without search capabilities, users had to manually sift through hundreds of pages, leading to frustration and inefficiency.
Inefficient Navigation: Without search capabilities, users had to manually sift through hundreds of pages, leading to frustration and inefficiency.
Understanding the Client’s Needs
Understanding the Client’s Needs
The design process began with a series of meetings with the client, State Comptroller and Ombudsman of Israel. These meetings were crucial to understanding the client’s needs and objectives for the system, as well as identifying the target users.
The design process began with a series of meetings with the client, State Comptroller and Ombudsman of Israel. These meetings were crucial to understanding the client’s needs and objectives for the system, as well as identifying the target users.
Key System Goals: Enhance data transparency and accessibility, provide better ways to explore complaint data, and support both web and mobile platforms.
Key System Goals: Enhance data transparency and accessibility, provide better ways to explore complaint data, and support both web and mobile platforms.
Simplifying data exploration so users can easily track and compare complaints over time.
Simplifying data exploration so users can easily track and compare complaints over time.
Challenges to Overcome: Create a user-friendly interface that supports dynamic filtering, search, and data visualization, making it easier to draw meaningful insights.
Challenges to Overcome: Create a user-friendly interface that supports dynamic filtering, search, and data visualization, making it easier to draw meaningful insights.
Understanding the Target Users
Understanding the Target Users
The BI system serves governmental bodies, officials, analysts, researchers, journalists, and the general public, providing them with accessible insights into public complaints to enhance transparency.
The BI system serves governmental bodies, officials, analysts, researchers, journalists, and the general public, providing them with accessible insights into public complaints to enhance transparency.
Exploration & Final Wireframes
Exploration & Final Wireframes
Once I had a solid understanding of the project requirements and user needs, I began working on wireframes, collaborating with another UX designer throughout the process. We held regular meetings with the client to ensure alignment and gather feedback. This iterative process allowed us to refine the design together, addressing any issues early and ensuring the final product met the client’s needs.
Once I had a solid understanding of the project requirements and user needs, I began working on wireframes, collaborating with another UX designer throughout the process. We held regular meetings with the client to ensure alignment and gather feedback. This iterative process allowed us to refine the design together, addressing any issues early and ensuring the final product met the client’s needs.
Inspiration & Design Approach
Inspiration & Design Approach
There were no direct competitors to benchmark against, so I took inspiration from various platforms:
There were no direct competitors to benchmark against, so I took inspiration from various platforms:
Airbnb for intuitive and dynamic filtering systems.
Airbnb for intuitive and dynamic filtering systems.
Monday & Google Analytics for data management tools and dashboards that allow users to track and analyze key metrics easily.
Monday & Google Analytics for data management tools and dashboards that allow users to track and analyze key metrics easily.
UI Design
UI Design
After finalizing the wireframes, I created a clean, modern interface while working within an existing brand book that already defined typography and colors. I made small adjustments to the color palette to enhance usability and visual clarity. A components library was developed to ensure consistency across web and mobile, including reusable elements like icons, buttons, and form controls. I also designed interactive charts and tables to simplify data visualization, while error and empty states provided clear feedback.
After finalizing the wireframes, I created a clean, modern interface while working within an existing brand book that already defined typography and colors. I made small adjustments to the color palette to enhance usability and visual clarity. A components library was developed to ensure consistency across web and mobile, including reusable elements like icons, buttons, and form controls. I also designed interactive charts and tables to simplify data visualization, while error and empty states provided clear feedback.
The Solution
The Solution
The solution was to develop an interactive Business Intelligence (BI) platform that replaced static PDFs with a centralized system, allowing users to easily explore, compare, and analyze complaint data. The platform featured dynamic filtering, search tools, and clear visualizations (charts, tables) to simplify data analysis. It was designed to work seamlessly on both web and mobile, ensuring accessibility and consistency. By creating a reusable components library and improving data access and visualization, the platform provided users with a much more intuitive and efficient way to interact with the data.
The solution was to develop an interactive Business Intelligence (BI) platform that replaced static PDFs with a centralized system, allowing users to easily explore, compare, and analyze complaint data. The platform featured dynamic filtering, search tools, and clear visualizations (charts, tables) to simplify data analysis. It was designed to work seamlessly on both web and mobile, ensuring accessibility and consistency. By creating a reusable components library and improving data access and visualization, the platform provided users with a much more intuitive and efficient way to interact with the data.
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.
This project’s journey ends here.
Ready to view the next one?
This project’s journey ends here.
Ready to view the next one?
