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Webka for Support

Webka is used by internal administrators and moderators who are responsible for maintaining platform quality, handling escalations, and enforcing policy. Prior to this project, moderation tasks were handled through spreadsheets, disconnected dashboards, and manual processes. This resulted in significant operational inefficiency and a high cognitive load for administrators.

The goal was to create a centralized admin tool that would unify moderation workflows, streamline task queues, improve visibility into content states, reduce errors, and enhance overall operational efficiency.

Webka for Support

Webka is used by internal administrators and moderators who are responsible for maintaining platform quality, handling escalations, and enforcing policy. Prior to this project, moderation tasks were handled through spreadsheets, disconnected dashboards, and manual processes. This resulted in significant operational inefficiency and a high cognitive load for administrators.

The goal was to create a centralized admin tool that would unify moderation workflows, streamline task queues, improve visibility into content states, reduce errors, and enhance overall operational efficiency.

Core Product Screens

Selected screens of the Webka admin platform, including moderation dashboards, user management tools, content review workflows, and operational reporting interfaces used daily by moderators and support teams.

Domain

Content Moderation / Streaming Platform

Type

B2B / Internal Operations Tool

Core Product Screens

Selected screens of the Webka admin platform, including moderation dashboards, user management tools, content review workflows, and operational reporting interfaces used daily by moderators and support teams.

Domain

Content Moderation / Streaming Platform

Type

B2B / Internal Operations Tool

Role

Senior Product Designer

Scope

Dashboards, roles, filtering, operational clarity

Team

Engineers, QA, admin users, support

Case Study.
Internal Moderation & Support Tool

A unified moderation and support tool designed to streamline high-volume operational tasks, improve visibility, and reduce friction for Webka’s admin teams.

Case Study.
Internal Moderation & Support Tool

A unified moderation and support tool designed to streamline high-volume operational tasks, improve visibility, and reduce friction for Webka’s admin teams.

Problem Statement

Problem Statement

Problem Statement

Administrators and moderators struggled with:

  • Fragmented workstreams
    Tasks and user reports were scattered

  • Manual prioritization
    No clear signals for urgency or severity

  • High error risk
    Misclassified cases and redundant handling

  • Time-consuming filtering and search
    Inability to find relevant cases quickly

  • Poor dashboard clarity
    Lack of real-time status views

  • Operational fatigue & support load
    Repetitive tasks and fragmented UI


These problems led to slower response times, inconsistent decisions, and higher operational costs.


Administrators and moderators struggled with:

  • Fragmented workstreams
    Tasks and user reports were scattered

  • Manual prioritization
    No clear signals for urgency or severity

  • High error risk
    Misclassified cases and redundant handling

  • Time-consuming filtering and search
    Inability to find relevant cases quickly

  • Poor dashboard clarity
    Lack of real-time status views

  • Operational fatigue & support load
    Repetitive tasks and fragmented UI


These problems led to slower response times, inconsistent decisions, and higher operational costs.


Administrators and moderators struggled with:

  • Fragmented workstreams
    Tasks and user reports were scattered

  • Manual prioritization
    No clear signals for urgency or severity

  • High error risk
    Misclassified cases and redundant handling

  • Time-consuming filtering and search
    Inability to find relevant cases quickly

  • Poor dashboard clarity
    Lack of real-time status views

  • Operational fatigue & support load
    Repetitive tasks and fragmented UI


These problems led to slower response times, inconsistent decisions, and higher operational costs.


Users & Stakeholders

Primary users:

  • Moderators

  • Support agents

  • Admin reviewers


Secondary users:

  • Operations managers

  • QA and compliance teams

  • Product leadership


Each group had slightly different needs: moderators wanted fast triage and action, managers wanted visibility and reporting, and compliance stakeholders wanted auditability and traceability.

Solution (High-Level)

Solution (High-Level)

My design approach focused on:

  1. Unified Moderation Dashboard
    • Central task queue with clear prioritization and status updates
    • Rich filters for type, severity, source, and age of reports
    • Clear visual signals for escalations and blocking decisions

  2. Role-Based Interfaces
    • Different view layers for moderators vs support agents vs managers
    • Quick actions for repetitive moderation tasks
    • Detailed views for escalation and review

  3. Filtering & Search Enhancements
    • Multi-level filters, saved presets, and fast searches
    • Consistent behavior across lists, queues, and reports

  4. Operational UX Patterns
    • Bulk actions for common tasks
    • Inline feedback after actions
    • Clear state transitions and audit trails

  5. Lightweight Reporting
    • Summary dashboards with key operational metrics
    • Export and sharing options for compliance and review

Process

  • Stakeholder interviews with moderators and support leads

  • Task analysis of work queues and priority behaviors

  • Pain point mapping and opportunity identification

Design & Prototyping

  • Low-fi flows for moderation paths

  • High-fi mockups in Figma

  • Iterative user validation sessions with real moderators

Delivery

  • Close engineering collaboration, regular demos

  • QA collaboration to validate edge cases

  • Post-launch feedback loops and quick iteration cycles


Results & Metrics

Metrics are based on qualitative feedback, admin observations, and task comparisons before vs after implementation.

↓ Task Resolution Time

Admin teams resolved reports and cases significantly faster after workflow centralization.|

↓ Escalation Overhead

Reduced redundant escalations and handoffs between reviewers.


↓ Filtering Time

Faster case discovery and reduced search friction through improved filters.


↑ Operational Efficiency

Admins and moderators handled higher volume without proportional increases in workload.


↑ Dashboard Clarity & Transparency

Managers gained real-time insights into workloads and trends.

Key Learnings

  • Centralization reduces cognitive load.
    Moderators no longer switch between disconnected tools.

  • Role differentiation matters.

    Tailored views empower different user needs without clutter.


  • Filtering is a core UX feature, not an afterthought.

    In high-volume queues, search and filtering define speed and accuracy.


  • Operational signals drive trust.
    Clear states and feedback build confidence among high-stakes users.

My Role

As a Product Designer, I led the entire UX lifecycle for this internal tool:

  • Conducted field and remote research with moderation teams

  • Defined information architecture and workflows

  • Designed core interface patterns and interaction systems

  • Validated designs through iterative feedback loops

  • Partnered with PM and engineers through implementation

  • Helped establish a shared operational language across teams

Key Learnings

  • Centralization reduces cognitive load.
    Moderators no longer switch between disconnected tools.

  • Role differentiation matters.

    Tailored views empower different user needs without clutter.


  • Filtering is a core UX feature, not an afterthought.

    In high-volume queues, search and filtering define speed and accuracy.


  • Operational signals drive trust.
    Clear states and feedback build confidence among high-stakes users.

Users & Stakeholders

Users & Stakeholders

Primary users:

  • Moderators

  • Support agents

  • Admin reviewers

Secondary users:

  • Operations managers

  • QA and compliance teams

  • Product leadership

Each group had slightly different needs: moderators wanted fast triage and action, managers wanted visibility and reporting, and compliance stakeholders wanted auditability and traceability.

Solution (High-Level)

Solution (High-Level)

My design approach focused on:

  1. Unified Moderation Dashboard
    • Central task queue with clear prioritization and status updates
    • Rich filters for type, severity, source, and age of reports
    • Clear visual signals for escalations and blocking decisions

  2. Role-Based Interfaces
    • Different view layers for moderators vs support agents vs managers
    • Quick actions for repetitive moderation tasks
    • Detailed views for escalation and review

  3. Filtering & Search Enhancements
    • Multi-level filters, saved presets, and fast searches
    • Consistent behavior across lists, queues, and reports

  4. Operational UX Patterns
    • Bulk actions for common tasks
    • Inline feedback after actions
    • Clear state transitions and audit trails

  5. Lightweight Reporting
    • Summary dashboards with key operational metrics
    • Export and sharing options for compliance and review

Process

Process

  • Stakeholder interviews with moderators and support leads

  • Task analysis of work queues and priority behaviors

  • Pain point mapping and opportunity identification

Design & Prototyping

  • Low-fi flows for moderation paths

  • High-fi mockups in Figma

  • Iterative user validation sessions with real moderators

Delivery

  • Close engineering collaboration, regular demos

  • QA collaboration to validate edge cases

  • Post-launch feedback loops and quick iteration cycles


Results & Metrics

Results & Metrics

Metrics are based on qualitative feedback, admin observations, and task comparisons before vs after implementation.

↓ Task Resolution Time

Admin teams resolved reports and cases significantly faster after workflow centralization.|

↓ Escalation Overhead

Reduced redundant escalations and handoffs between reviewers.


↓ Filtering Time

Faster case discovery and reduced search friction through improved filters.


↑ Operational Efficiency

Admins and moderators handled higher volume without proportional increases in workload.


↑ Dashboard Clarity & Transparency

Managers gained real-time insights into workloads and trends.

Key Learnings

Key Learnings

  • Centralization reduces cognitive load.
    Moderators no longer switch between disconnected tools.

  • Role differentiation matters.

    Tailored views empower different user needs without clutter.


  • Filtering is a core UX feature, not an afterthought.

    In high-volume queues, search and filtering define speed and accuracy.


  • Operational signals drive trust.
    Clear states and feedback build confidence among high-stakes users.

My Role

My Role

As a Product Designer, I led the entire UX lifecycle for this internal tool:

  • Conducted field and remote research with moderation teams

  • Defined information architecture and workflows

  • Designed core interface patterns and interaction systems

  • Validated designs through iterative feedback loops

  • Partnered with PM and engineers through implementation

  • §§Helped establish a shared operational language across teams

2026

matryokhina@gmail.com

LinkedIn

CV

2026

matryokhina@gmail.com

LinkedIn

CV