Product Analytics · UniUni
Customer Query
Dashboard
Turning recurring customer inquiries into a clear view of operational pain points.
Where do customer issues occur, and who is best positioned to solve them?
Analyzed 200+ customer inquiries to identify recurring pain points and created a flow-based dashboard that helped the team understand where issues occurred within the business process.
Challenge
Customer inquiries were handled individually, making it difficult to see recurring patterns, understand where problems occurred in the operational flow, and quickly identify the appropriate team to address them.
My Role
- Collected and organized 200+ customer inquiries.
- Categorized issues based on the stage of the business and operational flow where they occurred.
- Identified recurring pain points and inquiry patterns.
- Created a flowchart-based dashboard to visualize issue distribution.
- Presented findings to the team and helped connect issues with the relevant functional owners.
- Supported prioritization of product and process improvements.
Approach
Instead of grouping inquiries only by issue type, I mapped them to the specific stage of the operational journey where the problem occurred.
I then built a flowchart that connected customer pain points to the broader business process, making it easier for the team to understand:
- Where issues were concentrated.
- How problems related to the overall customer journey.
- Which internal team or function should be involved.
- Which recurring issues were consuming the most technical resources.
Impact
Reduction in technical resource usage related to repeated customer inquiries.
The analysis helped surface recurring issues that could be addressed more systematically.