How Freshservice helped IT admins monitor infra health better

UX research and design for an IT admin dashboard which helps to understand IT Infra health and take actions on it as needed

Challenge given

A responsive, user-friendly dashboard with health indicators, contextual visualizations, trend tracking, and productivity insights for better decision-making.

Aha-moment

Product design

Output

Freshworks

Dashboard design

ITSM Automation

Design a dashboard to help IT admins efficiently manage IT systems without being overwhelmed.

Freshservice aimed to improve the daily workflow of IT admins like John Mathew, who manages IT systems for a company with 20,000 employees and leads a team of 100 IT agents. To address this, I was tasked with designing a dashboard that simplifies John's complex responsibilities, focusing on key areas like network health, security, monitoring, and user management, while avoiding information overload.

We started by observing IT admins at work, conducting research, and identifying their main needs.The solution includes a dashboard with an overall health indicator for the IT infrastructure and detailed scores for critical areas like security and network health. It provides a clear overview of daily tasks, highlights trends to reveal patterns, and uses visualizations to quickly identify issues.

The dashboard also helps monitor resource utilization, displays activity timelines with resolutions, and includes gamified team performance insights. Designed to be responsive, it ensures admins can stay on top of issues even while on the move. This approach balances simplicity with functionality, empowering IT admins to manage their work efficiently.