Support Dashboard Refresh

When the studio's print order inquiries started arriving through three separate channels, the support team had no single view of what was pending. A customer would email about a limited-edition print, then follow up on Instagram, and the thread would split. The Support Dashboard Refresh was built to close that gap: one screen where every request, from a floating market print inquiry to a commissioned shoot question, lands in a shared queue with a clear status.

The approach was deliberately restrained. Instead of adding new features, we reorganized what already existed. Each inquiry now carries a context tag tied to the archive: print edition, field research request, or heritage documentation commission. The dashboard groups these by urgency and by the specific collection they reference, so a question about the Cai Rang market series never gets mixed up with a licensing request for an NGO report.

The implementation took six weeks, mostly spent on cleaning up the old spreadsheet-based tracking and mapping the fields to a simple database. We kept the interface minimal, with a list view, a filter bar, and a notes column for internal follow-ups. No charts, no dashboards-within-dashboards, just the information the team actually uses when they pick up the phone.

The result is a quieter inbox and faster replies. The average first response time dropped from two days to under six hours, and the team can now see at a glance which print editions need reprinting before the next exhibition catalog goes out. More importantly, the dashboard gives us a record of what collectors and researchers ask about, which now feeds directly into deciding which photo essays to publish next.

• Unified inquiry queue across email, phone, and walk-in requests
• Context tags tied to specific archive collections and print editions
• Notes column for internal follow-ups without switching tools
• First response time reduced from two days to under six hours
• Inquiry patterns now inform which essays get published next