Designing and optimizing a complex review management system used by enterprise customers to handle high-volume end-user feedback.

TL;DR

Problem

Fragmented workflows and inconsistent system logic caused delays, confusion, and inefficiencies in handling high-volume review responses.

What I did

Redesigned the end-to-end workflow by clarifying system states, restructuring approval logic, and introducing flexible, role-based controls aligned with real operational needs.

Impact

Improved response speed, reduced manual coordination, and increased system reliability, enabling more scalable operations for enterprise customers.

My Role

Product Designer (End-to-End Ownership)

• Led workflow redesign across response, approval, and posting systems
• Identified system-level issues from fragmented bug reports and user feedback
• Collaborated with PM and engineers to align system logic with real operational needs
• Defined interaction patterns, system states, and edge case handling
• Drove improvements from problem definition to implementation in production

Opening

This project began with a series of seemingly isolated issues—delays in posting, unclear statuses, and repeated manual coordination between teams.