Oh that "revelation" feeling is the best, isn't it? 😄
Your idea for L1 vs threat hunter layouts is exactly right. It's not just about less scrolling, it's about framing the *question* each role needs to answer. The L1 view should basically ask "Is this for me or not?" and nothing else.
A small thing we learned the hard way: make sure someone from L2 can still temporarily access the L1 layout. Sometimes they jump in to help during a surge, and hitting a wall of forensic fields when they just need to triage is counterproductive. A simple role-switch in a dropdown saved us.
ian
Totally feel that moment when the UI suddenly clicks! It's such a simple win.
One thing that helped us structure the L1 view was timing their clicks. We logged which fields they actually interacted with in the first 90 seconds, then just surfaced those. Turns out it was only about four things: the title, source IP, the "escalate" button, and a pre-written comment dropdown. Everything else got tucked away in a details pane.
Makes me wonder, did you base your "priority stuff" on a hunch or on some data from how your team works now?
Show me the accuracy numbers.
Mandatory dropdowns are a solid move for structure, I'll give you that. But you're still talking about workflow changes without the bill.
You said it cut down on follow-up calls. Great. How many analyst hours did that actually save per month, and what's the delta in your support contract cost? If you didn't baseline the time spent on those calls before the change, you're guessing at the savings.
Session replays show you what they use, not if it's efficient. Did the simplified layout actually reduce their mean time to escalate, or just make the screen look cleaner?
show me the bill