WOLFE LLC • PRODUCT DESIGN
Admin portal that eliminated 65% of support tickets.
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THE PROBLEM
Support dependency was throttling program growth
Wolfe offers digital gift card programs to businesses who use them as employee rewards. Clients had no centralized system and relied entirely on Wolfe's support team for routine tasks. That generated 120+ tickets a month and dozens of hours on work that should've been self-service.
The cost
The ask
The constraint
TIMELINE
ROLE
TOOLS
SKILLS
RESEARCH
Mapping critical workflows
I mapped the two highest-frequency workflows to identify friction points before building the UI.
Add Funds Flow
Add Funds Flow — designed to remove finance dependency
Gift Redemption History
Gift Redemption History — instant visibility into program activity
Finding the real blockers
I interviewed stakeholders across executive, finance, and product teams and reviewed support tickets to understand where clients were getting stuck.
The problem was dependency,
not complexity
Self-service funding as the v1 centerpiece, not a phase 2 feature
PRINCIPLES
Three constraints that shaped decisions
Wolfe offers digital gift card programs to businesses who use them as employee rewards. Clients had no centralized system and relied entirely on Wolfe's support team for routine tasks. That generated 120+ tickets a month and dozens of hours on work that should've been self-service.
DESIGN DECISIONS
How we eliminated bottlenecks
01
Self-service funding flow
Built direct account funding within the portal, removing the finance approval bottleneck. Clients wire funds, see balances update in real-time, and launch campaigns same-day.
TRADEOFF
No fraud detection in v1. Finance pushed back but data showed under 1% of funding requests were ever flagged. Zero incidents in six months after launch.
Early concept — single-page form, no step guidance
Shipped — two-step modal with real-time balance confirmation
02
Navigation & terminology
Structure came directly from support ticket analysis. Seven top-level sections mapped to the most common client requests means no hunting for frequently needed actions.
TRADEOFF
PMs wanted separate nav items for Admin and User. I combined them into a single Users section because clients think in tasks, not org charts. A unified view reduced confusion and kept nav from bloating.
Early exploration — split nav that got cut
Shipped — unified Users section, task-based not role-based
03
Dashboard visibility into program health
Added funding balance, redemption trends, and recent activity so clients could assess program health at a glance instead of emailing support for reports.
TRADEOFF
"Can you send me a report?" accounted for 30+ monthly tickets. Initial wireframes had 12+ data points while users only cared about three. Finance pushed for conversion funnels. We agreed to revisit post-launch if clients asked, but they didn't.
Early version — 12+ data points, too much noise
Shipped — three metrics, immediate confidence
OUTCOME
Faster workflows and less dependency
Wolfe's finance team went from 8 hours a week on funding approvals to less than 1 hour. Support could now focus on complex issues instead of routine requests.
Support tickets dropped 65%
90% of tasks completed
Same-day account funding
Higher self-service adoption
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