Decreasing admin time to resolution through consistent review workflows
Role
Product Designer
Timeline
2025
Team
1 Product Manager, 4 Developers
What started as a new initiative to refine and expand our internal tool (adding new workflows and role-based access) quickly revealed a bigger problem. An audit of the existing system uncovered a fragmented information architecture, missing functionality, and an incomplete workflow that wasn't supporting admins through the review process.
Because the foundational structure and functionality weren't in place, our team needed to address design and development gaps first before any new workflows could be properly built out. Splitting the project into phases allowed the team to fix the foundation before layering on complexity.
The biggest constraint: I was working within a pre-built template. The challenge was shaping what existed into something that could actually support how our team operates. I led strategy and design, defining a scalable information architecture and designing a modular template to support 4 review processes and 3 different user roles.
The result was a custom internal tool built and managed by our team that cut costs, reduced time to resolution and gave admins the clarity they needed to do their jobs confidently.