Michael Konieczki
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Internal tool · Shipped

Unified Support Platform

One web app where customer support and other teams troubleshoot a fleet customer's problems: assets, GPS devices, SIM cards, drivers, firmware, email delivery and cameras. It replaced a scattered set of separate tools, and I led its UX and UI redesign.

My role
UX/UI lead
Team
4 people
When
2026, as a Rapid Support Engineer
Used by
Customer support and internal teams
The dashboard, the first screen support sees. All data shown is made up for demos, and company and product names are blurred. Shared with the company's permission.

01

The problem

When a fleet customer calls with a problem, support has to piece together a lot: the vehicle, the GPS unit in it, the SIM card, its firmware, the account's drivers and users, and sometimes whether an email ever arrived.

That used to mean jumping between many separate tools, each built at a different time, looking different and working differently. Some tools the support team had been asking for for years didn't exist at all.

02

My role

Four of us brought the old tools together into a single platform and added the new tools support had been asking for. We built the new ones on top of existing APIs, datasets and other internal tools.

I owned the UX and UI. I redesigned the look from the ground up and set the patterns every tool follows, so a new tool looks and works like the rest the day it ships. Most of the tools were built by my teammates, but I had a hand in the UX and UI of every one.

I also built a handful of tools myself, from the ground up.

  • Consolidated scattered tools into one app
  • Built a handful of tools myself
  • Designed the UX/UI of every tool

03

Design principles

  1. Start where the work starts. A dashboard of widgets lets people search right from the home screen without opening a tool.
  2. Find any tool in a second. Tools are grouped by what they look up (Assets, People & Accounts, Devices, Data Tools), with search and Favorites at the top.
  3. Every tool works the same way. A title and one-line description, a search card, then one results table with filters, status badges, paging and CSV export.
  4. Bulk is the default. Searches take comma-separated terms or a CSV of up to 100, because support often checks a whole fleet at once.
  5. IDs are easy to read and copy. GPS IDs, VINs, SIM numbers and IMEIs use a monospace face in the accent color, so they stand apart from labels.

04

A dashboard you arrange

Each widget is a small version of a tool: type an account, IMEI or name and hit Search, or jump to the full tool with Open tool.

People add the widgets they use most, drag them into their own order and remove the rest, so a SIM specialist and a driver-support agent each get a home screen that fits their day.

05

The tool list keeps growing, so the sidebar had to stay calm with dozens of entries.

Favorites pin a person's go-to tools above the groups. Here, a bulk search across six assets in six accounts.
Collapsed to icons, the sidebar gives tables the full width. Hovering a group opens its tools in a flyout.

06

One pattern, every tool

Once you've used one tool, you know how to use them all.

Asset Search. Searches every account at once, with quick filters for active and inactive units and a Hide duplicates switch.
Install Recommendation. Decodes a VIN and recommends the cables and harness for the install.
Firmware Review. Firmware versions and last check-ins for a whole account, a single device, or a CSV of devices.
Email Health. Answers "did my report email arrive?" with suppression lists and delivery status in one view.
Camera Solutions. An account's cameras and drivers, with install and provisioning status at a glance.

07

Knowing what gets used

Admins get Usage Analytics: how often each tool runs, who runs it and how that changes week to week. It shows where the redesign effort pays off, and which tools nobody opens.

Every tool ranked by runs, plus tools nobody has used.
One tool's runs by week and the people who use it most.

08

Outcome

One place to troubleshoot, one way of working, and the tools support had wanted for years.

The support organization moved from a patchwork of tools to a single platform with a consistent design, and a faster, more coherent workflow than any earlier generation of its tools.

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