Connecting the Dots: A System Thinking Approach to Internal Operations

As Solv’s operations grew in complexity, internal teams like Operations, Finance, Support, and Supply were heavily reliant on disconnected Excel sheets and lengthy email threads to manage day-to-day workflows. This fragmented approach led to operational inefficiencies, such as delays in accessing accurate order or payment information, duplicated efforts, and frequent miscommunication between teams. Customer Support teams often found themselves chasing updates across departments, resulting in slower resolution times and increased frustration. These inefficiencies didn’t just affect internal morale, but they also impacted the end-user experience, with sellers frequently facing delays, inconsistent information, and reduced trust in the platform. To address these systemic issues, we initiated the design of a unified admin tool aimed at improving process visibility, coordination, and overall efficiency.