Product Design · Custom Development
SIS
Forty hours a week back to the team
SIS handled most client requests by email. We designed a portal that turns those requests into structured, trackable work — and an internal console that resolves the repetitive ones automatically.
- Client
- SIS
- Role
- Product design, full-stack development
- Timeline
- 5 months · 2025
- Services
- Product design, Design system, Automation, Development
- Stack
- React, TypeScript, PostgreSQL, Automated workflows
The challenge
Everything lived in inboxes: no status, no history, no ownership. The same handful of request types consumed most of the support team's day.
Approach
- 01
Ran a request audit and grouped the eighty percent that repeat.
- 02
Designed a client portal with clear statuses and a single source of truth per request.
- 03
Automated the repeatable flows end to end, with human review only on exceptions.
- 04
Built an internal console so the team can see load and bottlenecks live.
Outcome
Roughly forty hours of manual handling disappear each week, and clients can see the status of their request without asking.
~40h
Saved per week
80%
Requests automated
1 view
Team workload