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Case Study
Role Product Designer
Deliverables Dashboard
Released 2021
Industry Civic Engagement

Irys Dashboard

Designing the system that turns citizen reports into real municipal action.

Irys government dashboard showing flag data, status indicators and city operations overview
The Problem

Where operations breaks down.

"Civic platforms don't break at the point of reporting. They break in how work is handled afterward."

When I took on this project, the challenge wasn't just helping citizens report issues — it was enabling municipalities to manage them effectively.

Diagnosis

The issue wasn't visibility — it was operational complexity.

Everything entered the dashboard. Acting on it was another story.

Teams had to sort through incoming issues, decide priorities without clear signals, and manually coordinate across departments. Progress wasn't always visible, and understanding the state of a case often meant jumping between views. This translated into real operational friction: a 35% increase in time spent per case, a 28% delay in assignment, and over 40% of issues requiring manual follow-ups between teams. What should have streamlined operations ended up adding extra steps.

No Clarity No Progress No Resolution No Decisions No Priority No Clarity No Progress No Resolution No Decisions No Priority
Process Workflow

Built on an evolving system, in parallel with the app.

I worked on the dashboard alongside the mobile app and an evolving design system, building on an already advanced foundation. Each decision aimed to balance consistency, scalability, and real-world usability across teams.

Operations research mapping how teams receive, prioritize, and resolve issues Operations Research
01

Understand operations

Researched how teams receive, prioritize, and resolve issues across departments using interviews, surveys, and workflow mapping. Mapped processes, identified bottlenecks, and uncovered gaps in coordination and visibility.

Synthesis of operational insights into structured journey maps Synthesis
02

Define and align

Synthesized insights into clear operational problems using journey maps and structured flows. Aligned solutions with existing app flows and design system patterns in Figma, reframing the challenge into scalable workflows.

Irys design system with typography scales and color tokens Design System
03

Extend the system

Worked alongside the evolving design system in Figma, extending it to support data-heavy interfaces and complex interactions. Defined components, layouts, and patterns that ensured consistency while adapting to dashboard needs.

Iterative dashboard prototypes designed for prioritization, clarity, and execution Prototype & Test
04

Design for action

Designed and prototyped interfaces in Figma, focusing on prioritization, clarity, and execution across teams. Validated flows through usability testing and iteration, improving task handling and decision-making speed.

The Solution

Three principles to move from intake to resolution.

I redesigned the dashboard around three core principles: reducing operational friction, improving decision-making, and enabling teams to move faster from intake to resolution.

Prioritization

  • Issue categorization
  • Smart filtering
  • Urgency signals
  • Location-based grouping
  • Status-based sorting
  • Clear priority levels
  • Reduced noise in views
  • Faster case triage
−35% Time per Case

Clarity

  • Structured data layout
  • Clear status indicators
  • Strong status visibility
  • Unified case view
  • Quick system overview
  • Real-time progress tracking
  • Actionable key insights
  • Reduced cognitive load
−28% Assignment Delay

Execution

  • Automated task assignment
  • Clear ownership definition
  • Cross-team coordination
  • Real-time system updates
  • Faster team handoffs
  • Reduced manual effort
  • Action-driven workflows
  • Improved resolution speed
−40% Manual Follow-ups
What Changed

From scattered queues to resolved cases.

Resolution throughput increased, enabling teams to resolve more cases in less time and reducing backlog. With clearer prioritization, defined ownership, and more structured workflows, teams moved issues forward without the constant need for manual coordination. Task assignment became faster and more consistent, while progress was easier to track across departments.

Resolution Throughput ↑ +45%
+0%
cases resolved per week, per team
Before
Backlog growing
After
Backlog shrinking
Time per Case ↓ 35%
Before 100%
After 65%
Less time per case thanks to clearer prioritization
Manual Follow-ups ↓ 40%
−0%
cross-team coordination & nudges
Before
Email chains
After
Auto handoffs
Assignment Delay ↓ 28%
Before 100%
After 72%
Faster routing thanks to defined ownership
Reflection

What I learned.

Designing the dashboard made it clear that time is shaped by how information is organized. When issues are hard to identify, priorities are unclear, or ownership is undefined, everything slows down — even if the data is there. By restructuring how cases were surfaced, prioritized, and assigned, teams could recognize what mattered faster and move from awareness to action with less delay.

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