Complaint Management Portal

Internal Tool - SaaS

Overview

The Complaint Management Portal was designed to optimize how the company handles and tracks product complaints across departments.

The goal was to create a centralized, user-friendly system where agents, admins, and quality control teams could record, review, and manage complaints efficiently, ensuring data consistency and compliance with MasterControl standards.

The Problem

Before this implementation, complaint handling relied heavily on spreadsheets and manual MasterControl submissions — leading to fragmented records, duplicated cases, and delays in tracking product-related issues.

Solution

  1. Dashboard & Analytics
    • Designed a visually clear dashboard providing summary tiles, complaint statistics, real-time breakdowns, and “danger zone” alerts for unresolved or urgent complaints.
    • Implemented widgets for resolved, open, and critical complaints, as well as product-type breakdowns over time.
  1. Complaint Submission Form
    • Designed an accessible, multi-step form to capture comprehensive consumer complaint details, including flexible fields for ID, contact, address, product, incident description, classification, and attachments.
    • Provided validation feedback and customizable input lengths to accommodate diverse entries.
    • Enabled users to upload supporting files and save drafts locally or submit complaints to centralized quality management (“MasterControl”).
  1. Open Complaints
    • Displays all ongoing complaints in a sortable and searchable table view.
    • Admins and managers can filter by consumer, agent, date, or category and export the data when needed.
    • Allowed bulk export and CSV download for regulatory and reporting purposes.
  1. Complaint History
    • Developed advanced list and filter views for open and historical complaints, supporting quick search by consumer, agent, and product attributes.
    • Allowed bulk export and CSV download for regulatory and reporting purposes.
  1. Complaint Details & Activity
    • Created a detailed ticket page displaying metadata, all actions/notes, and complaint timeline.
    • Supported activity audit trails for every complaint, with visibility of edits, resolutions, and escalation steps.
    • Allowed notes, archiving, and security restrictions—ensuring only qualified personnel could edit sensitive information.

My Process

  • Conducted requirements analysis with product owners to gather detailed user stories and refine acceptance criteria.
  • Created clickable prototypes to validate flows and interactions with stakeholders and test users.
  • Prioritized accessibility and clarity, e.g., providing clear feedback, readable data tables, strong contrast, and clear call-to-actions.
  • Iterated on layouts based on feedback, ensuring business logic (permissions, data validation, exportability) aligned with the technical and regulatory requirements.

Impact

  • Increased complaint handling speed and reduced resolution time through improved workflows and clear data presentation.
  • Enhanced usability and reduced training time due to intuitive navigation, form design, and dashboard organization.
  • Supported compliance by making all data exportable, secure, and audit-ready.