Streamlining review workflows for internal admins to reduce time-to-resolution by 30%
I led the UX strategy and design for a comprehensive overhaul of a critical internal backoffice platform. I re-structured the information architecture to align with the new role-based permission framework and designed scalable, standardized review system that reduces context-switching and eliminates manual data investigation for admins.
Role
Product Designer
Timeline
6 Months
Team
1 CPO / Co-Founder
4 Engineers
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mariama.abellera@gmail.com
Overview
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.
The Problem
The platform had no workflow logic, no ownership model and no permission structure
What began as a feature expansion revealed a deeper systemic issue. During an observational walkthrough with internal admins, I noticed the team working across a sprawl of open tabs, manually cross-referencing data with no clear ownership of decisions or outcomes. The platform displayed data, but it didn't support operational judgement or accountability. It had no workflow logic to build on.
Adding features on top of this foundation would deepen the problem, not solve it. I brought this diagnosis to the team and proposed rebuilding the foundation first before layering in the planned work.
Approach
Three phases: foundations, workflows and escalations
I collaborated with my PM to structure a three-phased approach: foundations first to unblock admins immediately, then workflows and escalations toward the complete system.
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 review template that standardized the process across workflows
Adapted each workflow to its specific decision logic
PHASE 3
Escalations
Designed multi-tier escalation chain with note handoffs and immutable state changes, ensuring a clear audit trail for compliance officers
Impact
A platform built for accountability, not just access
↓ 30% time-to-resolution
Reduced operational context switching and manual data investigation
3 user roles
Operations, managers and admins with enforced, non-overlapping permission sets
4 streamlined workflows
Provided admins with a clear workflow to execute approvals