I designed an internal dashboard for Comcast employees reviewing debt collection disputes, focusing on improving structure, reducing friction, and supporting faster, more efficient decision-making across the workflow.
Timeline
4 Weeks
Role
UX Designer
Skills
The in-house application team was tasked with improving the dispute review workflow, which relied on a Power Apps–based solution to centralize information from multiple internal systems.
However, due to platform limitations and incomplete integrations with external tools, employees still had to switch between platforms and browsers while reviewing disputes, creating a fragmented experience that slowed the process.
How Might We…
bring clarity and structure to a fragmented workflow to reduce friction and help employees complete dispute reviews more efficiently?
The dispute review interface consolidated multiple systems into a single view, reducing the need to switch between applications. However, the layout lacked clear hierarchy and prioritization, making key information harder to find.
Users had to scroll through dense, spread-out content, and important details like notes were not immediately visible. This made it more difficult to quickly understand and review disputes efficiently.
Understanding the User
Interviewed users and conducted contextual research by observing multiple dispute review sessions and speaking directly with employees. This helped uncover key pain points and provided a clear understanding of the current workflow and its issues.
Paint Points
Weak information hierarchy pushes critical details below the fold, requiring unnecessary scrolling.
Inefficient navigation required users to scroll and click through content to complete a single review.
Lack of structured layout made information feel disconnected, making it harder to quickly understand related content.
Hidden key information meant important details were not immediately visible and required additional clicks to access.
Exploration
I explored condensed layout variations and different ways of grouping information based on user feedback, and met with employees to evaluate which structures best supported fast scanning and efficient dispute review.
Key Insights
01
Prioritize critical information so key details are immediately visible at the top of the page
02
Reduce navigation and scrolling by consolidating content into a single, scannable view
03
Surface essential context by default by displaying notes and status without requiring clicks
04
Group related information to create a more structured and easy-to-understand layout
The final design delivered a web-based dashboard that centralized loan information, documents, and support resources into a single, transparent experience.
Condensed Layout Reduces Scrolling and Searching
A compact layout keeps all critical information in one place. This makes content easier to scan and reduces unnecessary movement across the interface. It speeds up dispute reviews and supports higher throughput.
Grouped Layout Improves Scanability
Information is organized into clear, logical sections, making content easier to scan and helping employees quickly comprehend each dispute.
Always-Visible Notes Reduce Friction
Notes and observations are always visible within the main view, eliminating the need to click into separate panels or modals. Separating notes into structured entries, rather than one long list, improves readability by making context and order easier to follow.
Prioritized and Color-Coded Key Information for Faster Evaluation
The most critical information, dispute status and validity, is positioned at the top of the screen for immediate visibility.
This ensures employees can quickly understand the outcome and context of a dispute without needing to navigate through the interface.
This project focused on evolving the system, moving from a dense list of data to a clearer hierarchy that’s easier to scan and understand.
Observing dispute review employees helped me identify what information mattered most and how they naturally moved through the workflow. That directly shaped how content was prioritized and structured.
I learned how valuable it is to balance both user needs and system constraints, working closely with developers and users to create something that feels intuitive while still being grounded in how the system actually works.
Lizzy O'Brien Case Study — 2026
COLLECTIONS DISPUTE UI