Workflow & Process Design

Confidential client — details shared on request

Overview

Turning informal know-how into documented workflows a team can actually follow.

Challenge

Knowledge lived in people's heads, so quality changed depending on who was working.

My role

Process designer and documentation lead.

Approach

Observe how work really happens
Design the simplest workflow that holds
Document and train

What I built

SOP library
Workflow maps
Onboarding path

Tools

Notion
Slack

Deliverables

SOPs
Templates
Training walkthrough

Gallery

Kind words

What clients said about
workflow & process design.

Our backend was held together with habits. She spent a week just watching how we actually worked, then rebuilt the process around that. The SOPs she wrote are the only ones my team has ever kept using.

Elena R.

Operations & Systems

We were answering the same questions ten different ways. Daphne wrote a full customer service playbook — tone, responses, escalation rules, refund handling — and trained the team on it. The inconsistency disappeared within a week.

Anna S.

SOPs & Customer Service

Our fulfilment process changed every week depending on who was working. Daphne standardised it into SOPs with checklists and escalation paths. Mistakes went down, training time went down, and I stopped being the bottleneck.

Kevin L.

SOPs & Fulfilment

Selected client feedback. Some collaborations and project details remain confidential by request. Additional references are available upon request.