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Making customer support feel like an engineering problem you can actually solve

Decimal is an AI-powered support engineering platform that investigates customer issues by pulling context from the tools engineering and support teams already use — tickets, code, logs, incidents, observability, data, and documentation.

The Challenge

Customer issues rarely live in one place.

A support ticket might point to a problem, but understanding what actually happened can mean checking logs, looking through recent code changes, searching documentation, checking incidents, and piecing everything together manually.

Decimal brings that context together.

The challenge was making that idea feel simple without trying to explain every integration and technical detail at once.

The Design

I wanted the investigation itself to be the main story.

Instead of presenting Decimal as another support tool, the website focuses on what happens when an issue comes in — gather the context, investigate what went wrong, understand the root cause, and help move the issue towards resolution.

The product visuals make that process easier to follow.

The Result

The final direction makes a technical product easier to understand by focusing on the actual work happening behind every customer issue.

The idea behind the design is simple:

Give support the context of engineering. Solve the problem, not just the ticket.

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