Reducing time-to-resolution by 30% for admins through consistent workflows
I redesigned an internal admin platform used to review applications within a 72-hour window. By rethinking the information architecture and designing a modular review system, I helped streamlined decision-making and reduce time to resolution.
Role
Product Designer
Timeline
3 Months
Outcome
↓ time-to-resolution by 30%
↓ average creator onboarding time by 30%
4 streamlined workflows
Problem
Admins need to maintain a 72-hour resolution time for applications
Admins are responsible for reviewing incoming applications and making decisions within a strict 72-hour window. As application volume increased, maintaining this turnaround time became critical to both operational efficiency and user trust.
Key Insight
Admins struggled to review applications efficiently because the system didn't support how they actually worked.
The existing platform was built on a template and patched over time with quick fixes. It wasn't designed for scale.
Fragmented information
Critical information was scattered across multiple views
Weak navigation
Navigation required excessive clicking and context switching
Missing functionality
The platform wasn't built to adapt to different review workflows
Design Decision
Re-define the information architecture to access key pages faster
I restructured the platform around how admins think and move through reviews, not how the system was originally built.
Design Decision
A modular review system that can scale across 4 different workflows
I designed a flexible review framework that could support 4 different workflows using the same underlying structure.
Design Decision
Centralizing the decision-making experience
I consolidated all critical application data into a single, comprehensive view.
Outcomes
From scattered to structured decision-making
↓ 30%
admin time-to-resolution
4
streamlined workflows
↓ 30%
average creator onboarding time
Reflection
What I learned
Design with the bigger picture in mind
Understanding where we wanted to go helped our team build solid foundations and scale the platform faster
Identify the root cause
The initial challenge was simple but
learning 3
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