Projected 25–30% reduction in task-switching time.
Internal operations product · 2024
Hot Seat Technician Tool
A role-aware workflow for requesting and managing technical support during high-volume legal meeting scenarios.
Improved prototype task success from 68% to 94%.
Reduced redundant fields from 12 to 5.
Integrated role-aware logic into existing meeting workflows.
Problem
Support work was split across tools, roles, and permissions.
Technicians needed a way to appear in the right meeting context, with the right role, without forcing support teams to over-escalate or manually coordinate every dependency.
Approach
Map the service before polishing the screen.
- Interviewed technicians and support partners to understand coordination pain points.
- Mapped dependencies across court reporting, meeting operations, customer support, and technical support.
- Translated RBAC complexity into clear interface visibility and action rules.
- Identified edge cases where the system needed to prevent impossible or high-risk requests.
Workflow screens
Support flow and role-aware states
The slideshow brings back the original case-study browsing pattern while keeping every artifact viewable in a full-screen modal.
Design decisions
Show the right work to the right role.
- Reduced redundant form fields so users only entered information that changed the support outcome.
- Created role-aware visibility for technicians, reporters, and support users.
- Created edge-case states for short-notice scheduling and post-meeting creation.
- Balanced stakeholder requests against user clarity and operational risk.
He’s got a good eye, works fast, and has a keen sense of what users do and do not want.
Mark Baker · CTO