DATA DASHBOARD •SERVICE DESIGN •INTERNAL TOOLS
Building an internal
dynamic dashboard for
global B2B billing teams
INTRODUCTION
Wireless Logic is a global leader in IoT connectivity, providing secure, scalable M2M solutions to businesses across industries. As part of their internal digital transformation efforts, I partnered with their commercial and billing teams to streamline and reimagine critical internal workflows.
Role
Product designer
Timeline
June 2025 - August 2025
(2 months)
Tools
Figma,FigJam, Miro, Teams, Fathom, ChatGPT
CHALLENGE
Wireless Logic’s internal billing process, spanning from quoting to ordering, and invoicing was fragmented across multiple legacy systems. This created significant manual overhead, bottlenecks, and room for error. The knock-on effects were non-trivial: revenue delays, strained vendor relationships, and disjointed team workflows.
My goal was to map the end-to-end internal user experience, lay the foundation for a unified, scalable internal product to streamline the process and identify the product opportunities.
PROCESS
Stakeholder & User Discovery
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Conducted 1:1 interviews with team members from the billing and commercial departments to uncover friction points, workarounds, and misalignments between theory and reality.
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Mapped out the ideal billing flow as understood by stakeholders vs. what actually happened on the ground.
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Process Blueprinting
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Created a service blueprint detailing every step required to generate accurate invoices.
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Traced manual handoffs and siloed data tools, highlighting how each delay or error snowballed through the workflow.
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Visualised how different teams jumped between tools, forming a disjointed product ecosystem.
Experience Mapping & Journey Flows
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Constructed end-to-end journeys across quoting, order management, and billing to surface inefficiencies.
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Identified manual dependencies and waterfall effects contributing to recurring complexity.
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Proposed a product-agnostic "North Star" experience, a scalable vision for how the internal ecosystem could function as a single cohesive product.
SOLUTION
The final product was a blend of technical capabilities translated from the Grafana platform as well as visualisations that could inform all of our internal users including the team's engineers.
Testing was successful and we now only need to find a sprint to incorporate the bulld.
Key features included:
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Built a central dashboard to provide a clear, at-a-glance view of billing operations
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Integrated visualisations and graphs to track progress, performance, and key metrics
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Highlighted billing errors and bottlenecks with real-time alerts for quicker resolution
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Designed with usability in mind to support both technical and non-technical internal users
BUSINESS IMPACT
This project delivered meaningful value at both a strategic and tactical level, even before full development began:
Strategic Impact
• Transformed ambiguous internal processes into clear user-centric workflows, helping stakeholders see the real pain points around revenue risk, operational debt, and team burnout.
• Elevated UX research from a one-off activity into a continuous feedback loop with billing and commercial teams, improving alignment and decision-making.
• Built internal confidence in a unified solution by mapping how disconnected legacy tools affected key operations end-to-end.
Early Design Impact
• Laid the foundation for a dedicated internal billing dashboard by translating qualitative insights into wireframes that support real user goals.
• Helped the team prioritise the most impactful metrics and alerts by validating pain points through additional surveys and interviews.
• Aligned technical partners (like engineers working with Grafana) with UX intent, ensuring the dashboard approach would be both actionable and implementable
Operational Impact (Project-Stage Results)
• Developed an early visual language for key billing metrics and error states that engineers and non-technical users can interpret quickly.
• Defined key features that will save time and reduce manual reconciliation work once implemented, including real-time bill run progress, bottleneck alerts, and performance graphs.
LEARNINGS
This project offered deep insights into internal tooling design that extend beyond this single dashboard:
Internal users are real users
Even enterprise operations teams have workflows, frustrations, and moments of delight that matter. Treating them as users helped uncover hidden blockers and build empathy.
Mapping reveals value
Service and journey mapping uncovered systemic inefficiencies that stakeholders weren’t fully conscious of, turning assumptions into measurable design opportunities.
Early alignment prevents rework
Bringing engineers into early discussions (especially around technical constraints like architecture restrains, syncing between products and databases) ensured that design ideas stayed grounded and implementable.
OTHER PROJECTS
Building a geopolitical AI tool with custom agents
