WJM Associates

I led the design of internal platform and workflow operations that turned their coach-matching process from memory and scattered files into a system the team could run themselves. The task was to move human knowledge into a system anyone can access. The new solution had to stand on its own, with coaches managing their own profiles and staff generating client-facing outputs unassisted.

Knowledge trapped in a people. Matching depended on a few individuals' recall.

A manual, fragile workflow. Scattered folders, memory, back and forth editing, inconsistent language and file structures, and no efficient way to locate files.

Version Control. With each ask, a coach needed to update their CVs to reflect the client ask. There are 100s of versions that are scattered everywhere.

Purely workflow and systems design.

• Mapped every step from client inquiry to coach match, résumé update, and delivery.
• Created a CMS-powered CV builder with version control and content library
• Designed a criteria-based search tool with filters in an up to date database
• Optimized the client-WJM communication with a platform that generates matches and delivery over a private link
• Designed the private client page showing matches, along with an optional PDF for those who required printing

Since launch, WJM reports stronger efficiency and autonomy—day-to-day operations now run seamlessly on a tool the team owns end to end.

• Self-managed coach profiles
• Faster discovery through criteria-based search
• A fully self-managed platform with no technical overhead

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