Spa Ops Dashboard - Enterprise B2B SaaS (deep dive)
When
September 2025
Duration
4-day sprint to hi-fi prototype
Category
September 2025
Key info
Built on IBM Carbon in Figma with a location first IA and an enforced loop that moves users from Overview to Diagnose to Assign to Verify.
Methods
Enterprise design thinking, UX research and design, task analysis, IA and flow mapping, Carbon component mapping, prototyping
Outcomes
Hi fi desktop first prototype with responsive mobile checks, end to end issue workflow, KPI and topic analytics, Carbon mapping for handoff, quality and accessibility notes
When
September 2025
Duration
4-day sprint to hi-fi prototype
Category
September 2025
Key info
Built on IBM Carbon in Figma with a location first IA and an enforced loop that moves users from Overview to Diagnose to Assign to Verify.
Methods
Enterprise design thinking, UX research and design, task analysis, IA and flow mapping, Carbon component mapping, prototyping
Outcomes
Hi fi desktop first prototype with responsive mobile checks, end to end issue workflow, KPI and topic analytics, Carbon mapping for handoff, quality and accessibility notes
When
September 2025
Duration
4-day sprint to hi-fi prototype
Category
September 2025
Key info
Built on IBM Carbon in Figma with a location first IA and an enforced loop that moves users from Overview to Diagnose to Assign to Verify.
Methods
Enterprise design thinking, UX research and design, task analysis, IA and flow mapping, Carbon component mapping, prototyping
Outcomes
Hi fi desktop first prototype with responsive mobile checks, end to end issue workflow, KPI and topic analytics, Carbon mapping for handoff, quality and accessibility notes
An enterprise operations dashboard for a multi location spa chain. Designed for rapid clarity across regions and locations. Built on IBM Carbon, it enables fast drill-downs from region to location to topic and ties anomalies to action. The loop is deliberate: Overview, Diagnose, Assign, Verify.
An enterprise operations dashboard for a multi location spa chain. Designed for rapid clarity across regions and locations. Built on IBM Carbon, it enables fast drill-downs from region to location to topic and ties anomalies to action. The loop is deliberate: Overview, Diagnose, Assign, Verify.
An enterprise operations dashboard for a multi location spa chain. Designed for rapid clarity across regions and locations. Built on IBM Carbon, it enables fast drill-downs from region to location to topic and ties anomalies to action. The loop is deliberate: Overview, Diagnose, Assign, Verify.
The business team was gated by sprawling sheets and ad hoc charts. Signals like ratings, feedback volume, topics, and tickets sat in different places, which slowed intervention when one branch pulled down overall CSAT. The anchor scenario came from Koramangala where evening wait time spikes dragged ratings. Last 14 days vs prior 14 showed rating drop 4.4 star to 4.1 star, feedback submission rate drop 41 percent to 32 percent, unhappy share rise 24 percent to 33 percent, wait time topic share rise 14 percent to 31 percent, and median time to resolve stretch 18 hours to 22 hours. The dashboard addresses this by surfacing anomalies with context and giving owners a single path from signal to ticket to verification.
The business team was gated by sprawling sheets and ad hoc charts. Signals like ratings, feedback volume, topics, and tickets sat in different places, which slowed intervention when one branch pulled down overall CSAT. The anchor scenario came from Koramangala where evening wait time spikes dragged ratings. Last 14 days vs prior 14 showed rating drop 4.4 star to 4.1 star, feedback submission rate drop 41 percent to 32 percent, unhappy share rise 24 percent to 33 percent, wait time topic share rise 14 percent to 31 percent, and median time to resolve stretch 18 hours to 22 hours. The dashboard addresses this by surfacing anomalies with context and giving owners a single path from signal to ticket to verification.
The business team was gated by sprawling sheets and ad hoc charts. Signals like ratings, feedback volume, topics, and tickets sat in different places, which slowed intervention when one branch pulled down overall CSAT. The anchor scenario came from Koramangala where evening wait time spikes dragged ratings. Last 14 days vs prior 14 showed rating drop 4.4 star to 4.1 star, feedback submission rate drop 41 percent to 32 percent, unhappy share rise 24 percent to 33 percent, wait time topic share rise 14 percent to 31 percent, and median time to resolve stretch 18 hours to 22 hours. The dashboard addresses this by surfacing anomalies with context and giving owners a single path from signal to ticket to verification.
Problem framing and context window
Problem framing and context window
Problem framing and context window
IA is location first with global filters for date range and location or segment. The guided path is explicit. Overview flags the Koramangala anomaly. Ratings validates the dip with a preset for the evening window. Sentiments and Topics confirms the rise in the wait time theme. Issues opens a ticket with an SLA. Ticket or Case Detail tracks progress. Users verify recovery in Trends and in Team Highlights. This path reduces decision drift and shortens lead time to action.
IA is location first with global filters for date range and location or segment. The guided path is explicit. Overview flags the Koramangala anomaly. Ratings validates the dip with a preset for the evening window. Sentiments and Topics confirms the rise in the wait time theme. Issues opens a ticket with an SLA. Ticket or Case Detail tracks progress. Users verify recovery in Trends and in Team Highlights. This path reduces decision drift and shortens lead time to action.
IA is location first with global filters for date range and location or segment. The guided path is explicit. Overview flags the Koramangala anomaly. Ratings validates the dip with a preset for the evening window. Sentiments and Topics confirms the rise in the wait time theme. Issues opens a ticket with an SLA. Ticket or Case Detail tracks progress. Users verify recovery in Trends and in Team Highlights. This path reduces decision drift and shortens lead time to action.
Information architecture and anchor scenario flow
Information architecture and anchor scenario flow
Information architecture and anchor scenario flow
Overview shows KPI tiles and AI insight cards that call out the Koramangala evening spike and link to supporting evidence
Ratings uses Carbon Charts line comparisons for 14 day versus prior 14 with compare band and anomaly markers, plus an evening preset to isolate the problem window
Sentiments and Topics uses stacked horizontal bars to show topic growth and a donut to show happy versus unhappy share, with tags to label success and problem topics
These views keep owners in context and make drill downs predictable.
Overview shows KPI tiles and AI insight cards that call out the Koramangala evening spike and link to supporting evidence
Ratings uses Carbon Charts line comparisons for 14 day versus prior 14 with compare band and anomaly markers, plus an evening preset to isolate the problem window
Sentiments and Topics uses stacked horizontal bars to show topic growth and a donut to show happy versus unhappy share, with tags to label success and problem topics
These views keep owners in context and make drill downs predictable.
Overview shows KPI tiles and AI insight cards that call out the Koramangala evening spike and link to supporting evidence
Ratings uses Carbon Charts line comparisons for 14 day versus prior 14 with compare band and anomaly markers, plus an evening preset to isolate the problem window
Sentiments and Topics uses stacked horizontal bars to show topic growth and a donut to show happy versus unhappy share, with tags to label success and problem topics
These views keep owners in context and make drill downs predictable.
Core dashboards and interactions
Core dashboards and interactions
Core dashboards and interactions
Issues is a Carbon DataTable with search, column filters, pagination, and an overflow menu for row actions. Create Issue includes owner assignment, priority as StatusTag, attachments, and linked evidence from Ratings and Sentiments so the ticket carries proof. Ticket or Case Detail shows a timeline, SLA countdown, assignees, and a quick link back to Trends and Team Highlights to verify that the intervention worked. This closes the loop from anomaly to measure to action to verification.
Issues is a Carbon DataTable with search, column filters, pagination, and an overflow menu for row actions. Create Issue includes owner assignment, priority as StatusTag, attachments, and linked evidence from Ratings and Sentiments so the ticket carries proof. Ticket or Case Detail shows a timeline, SLA countdown, assignees, and a quick link back to Trends and Team Highlights to verify that the intervention worked. This closes the loop from anomaly to measure to action to verification.
Issues is a Carbon DataTable with search, column filters, pagination, and an overflow menu for row actions. Create Issue includes owner assignment, priority as StatusTag, attachments, and linked evidence from Ratings and Sentiments so the ticket carries proof. Ticket or Case Detail shows a timeline, SLA countdown, assignees, and a quick link back to Trends and Team Highlights to verify that the intervention worked. This closes the loop from anomaly to measure to action to verification.
Action loop and case workflow
Action loop and case workflow
Action loop and case workflow
Every frame maps to Carbon components and tokens. UI Shell, Grid, DataTable, Tabs, Tag and StatusTag, Accordion, Pagination, Overflow Menu, Date Picker range, Inline Notification, Toast, Skeleton, and Carbon Charts. States include loading skeletons, empty and low sample notices with guidance, and error handling. The Gray 10 theme holds AA contrast. Definitions live in tooltips. The mapping speeds build, improves consistency and makes accessibility a default rather than a retrofit.
Every frame maps to Carbon components and tokens. UI Shell, Grid, DataTable, Tabs, Tag and StatusTag, Accordion, Pagination, Overflow Menu, Date Picker range, Inline Notification, Toast, Skeleton, and Carbon Charts. States include loading skeletons, empty and low sample notices with guidance, and error handling. The Gray 10 theme holds AA contrast. Definitions live in tooltips. The mapping speeds build, improves consistency and makes accessibility a default rather than a retrofit.
Every frame maps to Carbon components and tokens. UI Shell, Grid, DataTable, Tabs, Tag and StatusTag, Accordion, Pagination, Overflow Menu, Date Picker range, Inline Notification, Toast, Skeleton, and Carbon Charts. States include loading skeletons, empty and low sample notices with guidance, and error handling. The Gray 10 theme holds AA contrast. Definitions live in tooltips. The mapping speeds build, improves consistency and makes accessibility a default rather than a retrofit.
Quality, accessibility, and handoff
Quality, accessibility, and handoff
Quality, accessibility, and handoff
Core screen set that supports the guided loop: Overview, Ratings, Sentiments and Topics, Issues, Ticket or Case Detail, Trends, Team Highlights
Location first IA with global filters and a documented anchor scenario for Koramangala evening spikes
Carbon mapping for each frame with component and state coverage plus tokens and theme guidance
Handoff ready prototype in Figma with interaction notes
Core screen set that supports the guided loop: Overview, Ratings, Sentiments and Topics, Issues, Ticket or Case Detail, Trends, Team Highlights
Location first IA with global filters and a documented anchor scenario for Koramangala evening spikes
Carbon mapping for each frame with component and state coverage plus tokens and theme guidance
Handoff ready prototype in Figma with interaction notes
Core screen set that supports the guided loop: Overview, Ratings, Sentiments and Topics, Issues, Ticket or Case Detail, Trends, Team Highlights
Location first IA with global filters and a documented anchor scenario for Koramangala evening spikes
Carbon mapping for each frame with component and state coverage plus tokens and theme guidance
Handoff ready prototype in Figma with interaction notes
Outcomes
Outcomes
Outcomes
FUTURE STEPS
Role based views for owner, manager, and analyst. Threshold tuning with quiet hours. Exportable audit trail. Optional AI assist to recommend actions based on historical resolution patterns.
REFLECTION
Speed to clarity comes from a firm loop and shared definitions. With definitions in tooltips, unambiguous tags, and a path that enforces Overview to Diagnose to Assign to Verify, owners act faster and argue less about evidence.
FUTURE STEPS
Role based views for owner, manager, and analyst. Threshold tuning with quiet hours. Exportable audit trail. Optional AI assist to recommend actions based on historical resolution patterns.
REFLECTION
Speed to clarity comes from a firm loop and shared definitions. With definitions in tooltips, unambiguous tags, and a path that enforces Overview to Diagnose to Assign to Verify, owners act faster and argue less about evidence.
FUTURE STEPS
Role based views for owner, manager, and analyst. Threshold tuning with quiet hours. Exportable audit trail. Optional AI assist to recommend actions based on historical resolution patterns.
REFLECTION
Speed to clarity comes from a firm loop and shared definitions. With definitions in tooltips, unambiguous tags, and a path that enforces Overview to Diagnose to Assign to Verify, owners act faster and argue less about evidence.
Challenge
Decisions were delayed because signals sat in silos and comparisons across locations and windows were hard. One branch could drag down CSAT for the region before anyone had clear evidence to act.
Solution
A dashboard that surfaces anomalies with context, explains the why through ratings and topics, and lets users open and track a ticket with an SLA. The enforced loop reduces time to action and adds accountability for follow through.
Challenge
Decisions were delayed because signals sat in silos and comparisons across locations and windows were hard. One branch could drag down CSAT for the region before anyone had clear evidence to act.
Solution
A dashboard that surfaces anomalies with context, explains the why through ratings and topics, and lets users open and track a ticket with an SLA. The enforced loop reduces time to action and adds accountability for follow through.
Challenge
Decisions were delayed because signals sat in silos and comparisons across locations and windows were hard. One branch could drag down CSAT for the region before anyone had clear evidence to act.
Solution
A dashboard that surfaces anomalies with context, explains the why through ratings and topics, and lets users open and track a ticket with an SLA. The enforced loop reduces time to action and adds accountability for follow through.