Case Study
A systems-first redesign of internal workflows that moved operations away from spreadsheets, forms, and manual tracking toward a centralized, usable internal system.
HeyEV needed a better way to manage loan administration, inventory tracking, and servicing operations. The initiative focused on understanding operational friction, improving visibility, and building a practical MVP for internal teams.
The existing process relied heavily on Excel, Google Forms, and ad hoc spreadsheets. Teams were duplicating effort, losing context between handoffs, and struggling to keep pace with growing service volume.
The team partnered with operations, finance, and servicing stakeholders to surface the highest-impact pain points and align on core workflow needs.
Stakeholder sessions were structured around live process reviews, existing tool walkthroughs, and prioritization of blockers that prevented a consolidated operational view.
The approach was rooted in workflow mapping and systems design. Rather than chase an ideal system, the goal was to identify bottlenecks, clarify handoffs, and define the smallest useful version of a centralized operational tool.
Workflow output
Flow diagrams, step-by-step process maps, and clearly defined operational states shaped a system that could support loan, inventory, and servicing teams consistently.
Development collaboration centered on feasibility checks, implementation constraints, and knowledge transfer. Regular KT sessions kept the team aligned and helped shape a reliable scope for the first release.
Engineering alignment
Shared wireframes, review sessions, and developer walkthroughs ensured the MVP matched both user workflows and technical delivery cadence.
The launch was intentionally phased: validate the core workflow, capture user feedback early, and iterate before expanding to adjacent processes. This kept the first release focused and operationally useful.
Phased delivery
Initial focus areas included loan status tracking, inventory visibility, and service task coordination with clear handoff points.
Testing was integrated into the rollout plan. User acceptance testing, bug reporting, and live feedback sessions helped refine flows before wider adoption.
Validation process
Validation included operational walkthroughs, issue tracking, and iterative updates based on frontline user feedback.
Key learnings
Start with the actual workflow, not the UI. The system works when the process is clear.
Regular alignment with engineering keeps scope realistic and release-ready.
Phased rollout and UAT make operational systems easier to adopt across teams.