robezyumi - Product Designer

Decolar Customer Service Dashboard

UI/UX Case Study


A case study from the Master Interface Design Bootcamp by


UX Researcher

UI Designer




In 2020 the travel industry suffered from several cancellations and delays in flights and hotel reservations due to the COVID-19 pandemic. It caused an increasing demand for refunds that caused an overload of demands for customer service agents to respond. Therefore, the number of complaints also increased, harming the brand's reputation.


It was detected during the research that a dashboard could help agents to better organize the demands and solve the client problems faster.

Project goal

The main goal of this project is to reduce the number of users on hold while they're calling the customer service agents.


The Double Diamond framework was used as a guide throughout the project.


An increasing number of complaints

Decolar is a Brazilian branch office of Despegar, an Argentinian company focused on selling flight tickets and tour packages through its online platform.

Due to the COVID-19 pandemic, their operating expenses in selling and marketing decreased by 73% in the last quarter of 2020 compared to the same period in 2019. Their gross profit also decreased by 71%.

Despegar's last 2020 quarter numbers.

Published on Business Wire.

Overload of complaints

According to Reclame Aqui, a Brazilian website that registers complaints about businesses and services, Decolar's customers are having problems with rescheduling and refunds due to a lack of communication with the agents.

After analyzing the complaints, it was possible to categorize the information and see the most common problems they are having.

Categorizing complaints into the subject of the complaint, time since the purchase, and how they reached out to the agents (in Portuguese).

The highlights show that almost half of the calls are second or third contacts because the clients still didn't have their refund or reschedule. This number indicates that the clients on hold are not the only issue. Clients don't have a follow-up from the agent contact, making them call again.


Turning employees' claims into Job Stories

From testimonials found in rating websites such as Indeed and Glassdoor, it was possible to make Job Stories to understand the employees' necessities and how they use the available software.

After categorizing the testimonials, they were divided into two types of outcomes: emotional and functional.

"I want to be recognized for my achievements, not for how close I am to my manager.”

Example of emotional outcome

"I want to reduce the time finding informations from previous calls.”

Example of functional outcome

Customer Jobs and main Job to Be Done

From the testimonials, three customer jobs were identified:

• Solve the client's problem with efficiency;

• Access GDS systems (used in the travel industry to schedule flights and accommodations) faster;

• Create tickets for follow-ups.

According to the potential matrix, the most important task is solving the client problem with efficiency. Therefore, the main Job to Be Done is:

"WHEN I solve the client problems, I WANT TO be recognized for my achievements, SO I CAN be motivated to help more clients.”

Main Job to Be Done


Customer service agents need to measure their results and have goals in order to stay motivated and solve problems with efficiency.

Moodboard with similar software


According to the problem statement above, two types of dashboards would be helpful in that case:

• An operational dashboard that agents would use to organize the tickets

• An analytical dashboard to measure their results.

Later research for software that uses these types of dashboards helped determine the most important KPIs and the appearance of our dashboard.

List of contents that should be on the dashboard (in Portuguese).

From left to right: Home, client requests (operational), and reports (analytical).


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To make sure that the dashboard can be used by everyone, several tests were conducted to make the color palette more accessible.

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Final color palette

Final UI


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Client requests (operational)

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Reports (analytical)

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What I've learned from this project

The most important things I've learned from this project are how to make the interface more accessible and to always listen to different points of view (from clients to employees) to build better products.