Comfort Survival
Product Designer
Single sign-on built for customer service teams
Customer support teams spent hours helping users reset multiple passwords across different systems. I designed an SSO tool that consolidated accounts, automated authentication, and cut ticket resolution time from 15 to 9 minutes, a 40% efficiency gain for the team.
Role: User Consultation, Research and Product Design
Tools: Figma, Miro
Timeline: 4 weeks
The User Problem
Imagine a support agent repeatedly guiding users through password resets across multiple systems — this was a daily pain point at our company. To solve it, I led the design of an SSO tool that consolidated accounts, automated authentication, and reduced ticket handling time, making support faster and less stressful for both users and agents.
Sarah, a Customer Support Assistant at LTS, was bogged down by repetitive login-related issues that impacted both team efficiency and educator experience.
She was spending the majority of her time manually handling low-value tasks like:
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Password resets and locked account support
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Manually searching for educator data across disjointed systems
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Tracking request histories in spreadsheets
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Troubleshooting permissions without visibility into SSO configurations
How does this impact the business ?
This created several pain points for both users and the organization:
01
Repetitive workload led to delayed educator support
02
High error rate from manual processing
03
Poor educator experience and increased frustration
04
No integration with existing CRM (Zoho), leading to duplicate entry
Business Goal
Reducing service load for the business while scaling quaterly
User Goal
A faster, smoother support experience accessing accounts and dashboards
Internal Goal
Build for Integration and Long term Support
Jamie, 34 - Wedding Photographer
Freelance photographer who struggles to keep receipts organized while traveling for client work.
Core Needs:
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Capture receipts quickly on the go.
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Automatically categorize and organize expenses.
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Reduce stress and errors during tax season.
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Get a clear monthly overview of spending.
Design Process
To deeply understand the daily challenges faced by the customer service team, I conducted workflow shadowing sessions with Sarah and her colleagues. Over several days, I observed how they handled SSO-related support requests in real time.
Research Goals & Methods
1
To ensure our internal tool aligned with the full service experience, I mapped the educator’s journey from sign-up to support request resolution. This allowed me to identify when and how SSO issues surfaced, and how they impacted the educator’s goals.
Ideation
2
After mapping out the educator journey and customer service workflows, I moved into the design exploration phase, starting with low-fidelity wireframes to validate layout, logic, and user flows with stakeholders.
Design
3
Collaboration was a critical part of the design process for the SSO management tool. From early sketches to mid-fidelity prototypes, I led multiple feedback loops with cross-functional teammates to ensure the solution aligned with both user needs and technical constraints.
Feedback
4
Iteration Loop
To ensure the tool was solving the right problems in the right way, I built lightweight feedback loops into the design process. These iterative cycles helped de-risk assumptions, surface blind spots early, and ensure the product was tightly aligned with user needs.
5
Product Solution
Core features to aid elevate routine task for Customer Support, Educator base and Organization
A dashboard categorized by account status (e.g., locked, active), giving Customer Support agents quick visibility into urgent issues.
Smart Dashboard
Fast search with role-based filters to reduce lookup time, and find educators by name and status
Search + Filters
One-click reset with email notifications to both master and educator accounts — removing 3+ manual steps.
One-Click Password Reset
A timeline of user activity, project registrations, and previous requests to give context for more personalized support.
Educator History Panel
Pre-Testing
The initial prototype version below was designed with regular users in mind; people who want to track their own everyday expenses, not businesses or freelancers.
Estimated 40% faster ticket resolution.
01
Fewer repeated requests from educators.
02
Customer Support team reports higher confidence.
03
Testing and Insight
Testing with freelancers and consultants revealed that:
Manual entry and categorization were time-consuming and error-prone.
Users wanted automatic extraction of receipt details.
Email receipts require consolidation.
Additional needs included monthly summaries and alerts for missing receipts.
How this improvement impacts the business
Estimated 40% faster ticket resolution.
02
Fewer repeated requests from educators.
01
Customer Support team reports higher confidence.
03
Impact
A reduced average time managing receipts from 5 hours → 30 minutes per month, which means satisfied business people who can now spend time on what matters
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Users can now capture receipts on the go without losing data.
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Business owners can manage multi-client expenses digitally with minimal effort.