Streamlining review workflows for internal admins to reduce time-to-resolution by 30%
As the sole designer, I led the UX strategy and design to integrate a role-based permission framework into the existing system and establish a net-new standardized review system so the operations team could keep the pace as the platform grew.
Role
Product Designer
Timeline
6 Months
Team
1 CPO
1 CTO
3 Engineers
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mariama.abellera@gmail.com
Overview
As the business scaled, the backoffice couldn't keep up.
Fanspark is a social subscription content platform for athletes and sports creators. As the business scaled, the internal team needed to review applications, approve content, manage compliance issues and handle escalations all within a single backoffice platform.
Problem
The platform had no workflow logic, no ownership model and no permission structure
Admins worked across multiple tabs and screens to resolve a single issue. When an application was processed, admins couldn't see who made the decision and why it had been made. All admins had access to every workflow, action and data point. These gaps created risk, from slower resolution times to no reliable record for audit.
Approach
Three phases: foundations, workflows and escalations
I collaborated with product and engineering to structure a three-phased approach: foundations first to unblock admins immediately, then workflows and escalations towards a full issue lifecycle.
PHASE 1
Foundations
Restructured the information architecture and navigation around how admins actually work
Established role-based permission framework
PHASE 2
Workflows
Designed a modular template to standardize the review process across workflows
Adapted each workflow to its specific decision logic
PHASE 3
Escalations
Designed multi-tier escalation chain with note handoffs to track an issue from submission to final resolution
Impact
A platform built for accountability, not just access
↓ 30% time-to-resolution
Reduced context switching and manual data investigation
3 user roles
Operators, managers and admins had specific permissions
4 streamlined workflows
Consistent workflows to review and resolve issues