The problem

Customers couldn’t find answers in a dashboard of 30 equally loud charts. Reporting was the biggest source of support tickets.

Constraints

Every existing chart had a customer depending on it, and the data model behind them couldn’t change.

Design decisions

Design around the five questions customers actually ask, and demote everything else to a details view.

What I built

A nine-component chart library in Figma and React with accessible colour, keyboard support and shared tooltips.

Trade-offs

Hiding charts upset a few power users, so we added saved views instead of bringing the clutter back.

The result

Support tickets about reports fell 52% and the chart library now powers every data view in the product.

What I’d do differently

I’d run the customer interviews with the data scientist in the room. Half our best ideas came from her follow-up questions.