Build internal tools around the work between screens
2 min read
Follow a request from intake to resolution. The most useful screen often connects work that used to live in several tools.
This field note works through the decisions between an idea and a usable product. It starts with a concrete task and follows the choices that shape the experience, the delivery, and the next iteration.
Trace one request across the business
Follow a real request from arrival to resolution. Note the spreadsheets, messages, and approvals involved along the way.
Choose the smallest slice that removes a repeated handoff. This gives the first version a clear outcome and a manageable scope.
Model states before adding screens
List the states a request can be in, who can move it forward, and what information is needed for each transition.
Make waiting, ownership, and exceptions visible. A shared queue is useful only if people understand what they should do next.
Ship with a clear owner
Agree on who maintains the tool, how issues are reported, and how data is exported if the process changes.
Watch the first users complete actual tasks. Use those observations to improve the workflow before adding more features.
