Medication Adherence App — Support-to-Insights
I work at the intersection of customer support, onboarding data quality, and reporting—helping the team resolve client issues while capturing patterns that inform product improvements.
Primary users
Clients + internal support
Core work
Issue triage · workflow tracking
Tools
Slack · Monday.com · Power BI
Constraints
Privacy & compliance
Details are intentionally generalized to protect confidentiality.
Problem
Clients occasionally experience friction during enrollment and feature access (e.g., missing data, form input issues, or unclear steps). Without consistent tracking, issues can repeat and handoffs can become noisy across channels.
What I did
- Collaborated cross-functionally via Slack and Monday.com to triage and resolve client issues.
- Maintained detailed records of user journeys, form inputs, and resolution status to reduce rework.
- Verified and tracked client-submitted onboarding data to improve accuracy and access readiness.
- Created simple Power BI dashboards and visual reports from Excel/CSV exports to summarize recurring themes.
Outputs & impact
- More reliable tracking of customer issues and resolution status.
- Improved visibility into recurring friction points through lightweight reporting.
- Stronger documentation discipline aligned to privacy and compliance standards.
Next steps
- Add issue categorization (journey step, severity, frequency) to improve prioritization.
- Define a small set of health metrics (time-to-resolution, repeat-issue rate) and review regularly.
- Close the loop by converting common issues into backlog items and knowledge-base updates.