Admin tools for a marketplace

The problem

A two-sided marketplace ran support from five browser tabs and a spreadsheet. Resolving a dispute took an hour of copying between systems.

What needed to be done

Build a single admin view for disputes, refunds and payouts that a small team could trust.

How the right problem was found

I shadowed the support team for two days and timed each step. I designed one case view with a timeline, clear status and safe actions that confirm before money moves, and tested with the team on real cases.

The outcome, measured

The team resolved disputes much faster and stopped using the spreadsheet.

60 → 15 min

Time to resolve a dispute

5 → 1

Tabs and tools replaced

Skills and tools