Research

Interviews described a linear workflow, but shadowing live cases revealed the reality: constant stalls, lost context during handoffs, and supervisors manually prioritizing by gut feeling. I documented the full process for the first time (190+ steps, 10-15 tools), exposing how fragmented the operation truly was.

Design ideation

Early prototypes explored a rigid, step-by-step flow—but feedback showed cases were too start-stop for that model. A 6-month project pause provided perspective: CRM tools like Salesforce handle this perfectly. That insight sparked a pivot to a queue-based, case-detail system that let work pause and resume without losing context.

Design Strategy

I restructured the workflow into three phases: automated creation (eliminating manual data entry), initiation + handoff (preserving context and embedding urgency logic), and structured wrap-up (automating financials and giving Leadership visibility). This three-phase model became the system's foundation and later, a reusable pattern for other operational workflows.

Testing & Rollout

I iterated prototypes with beta users and refined based on real-world feedback. I also navigated three Product Manager transitions across 18 months through clear documentation and design rationale, ensuring momentum held through leadership changes and stakeholder pressure to launch prematurely.