Fractional design for scaling teams

Turn messy systems into seamless workflows.

We help teams find where product and service architecture breaks down—and redesign it to scale, from complex core software to AI-driven features.

Find out where it breaks See the work

Designers built for untangling complex systems.

  • New users abandon setup before reaching first value
  • Configuration screens that need a support call to finish
  • Features shipped but rarely discovered
  • High error rates in admin actions
  • Confusing permissions matrices
  • Dashboards that show data but not the next step
  • Customer context lost between teams
  • Duplicate or conflicting records
  • Spreadsheets filling gaps the system should cover
  • Carts abandoned at shipping or payment
  • Shoppers who can’t find what they came for
  • Errors that surface too late in checkout
  • Customers unsure what plan they’re on
  • Cancellations routed through support
  • Win-back offers that arrive too late

What we do

Whether you're scaling a traditional B2B platform or integrating complex AI workflows, we design the systems that hold it all together.

Workflow Design

Mapping and redesigning how work moves between people, systems and AI.

AI Experience Design

How agents explain themselves, ask for help, and recover when they get it wrong.

Service & CX

Support journeys, escalation paths, and the tools agents use every day.

Product & Internal Tools

Dashboards, admin and configuration tools for the teams that run the product.

Selected work

Client names withheld under NDA.

Redesigned complex account modification flows so customers could self-manage plans without triggering tier-1 support queues.

The Challenge

Confusing account data and broken handoffs between self‑service, live chat, and back‑office systems were flooding support queues and driving up customer‑operations costs.

What We Did

Diagnose: we audited the support queues to find the moments where customers got stuck and agents had to step in. Design: we rebuilt those moments as transparent self‑service flows with clear escalation paths to an agent.

The Outcome

Fewer tickets now reach support. Customers manage their own billing and usage, and agents spend their time on the exceptions that need a person.

Most designers hand over the files and move on.

We stay in it. The hard part isn’t the interface. It’s the workflow underneath, where people and AI hand work to each other and need to trust what comes back.

Team

Two senior designers. No juniors, no hand-offs.

We operate as a fractional product and service design studio—giving scaling teams senior-level strategy, workflow architecture, and execution without full-time hiring overhead.

Line illustration of Alyssa Baier

Alyssa Baier

Workflow & Service Design · SF

Maps complex workflows from service strategy to agent tools and operational systems

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Line illustration of Bridget Reilly

Bridget Reilly

Product & Visual Design · SF

Takes systems from strategy to polished, shippable UI.

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How We Started

We didn’t meet at a design conference. We found each other across the office—one deep in flowcharts, the other in a loop of Cmd + Z—both searching for a thinking partner.

What Drives Us

We focus on the parts of design most people skip. We’re here to untangle complex systems, designing both upstream before a user hits a screen and downstream long after the product ships.

Pricing

Start with a project, or bring us in for ongoing design help.

You know something’s broken, but not exactly what — or you know, and need it fixed fast.

Most clients start here
1 / Diagnose

Find where people get stuck

$3,500

1–2 weeks · paid upfront

A map of your workflow, where people drop off and why, and what to fix first.

Credited toward Design or Fractional if you continue within 30 days.

Let’s talk
2 / Design

Fix one workflow, end to end

$9,000

4 weeks · 50% to start, 50% at week 2

Redesigned flows, prototypes, UI and specs, ready to build.

Not working by week 2? Walk away, no further payment.

Let’s talk

How we’re different

AgenciesArca

Deliver journey maps

We identify where work breaks down and what to change.

Design AI interfaces

We design how humans and AI work together.

Hand off files and move on

Support the launch and build the operating model around it.

Staff projects with junior designers

Senior leads do the work, start to finish.

Questions

Fit
Agents handle the happy path well. The cost sits around them: the handoffs between agent and person, the exceptions the agent can’t resolve, and the human oversight needed to catch what goes wrong. We design those moments so the whole workflow holds up, not just the parts the agent can handle alone.
Founders, Heads of Product, Heads of CX, and operations leaders who have a workflow that’s costing them time, money, or customers, and need senior design help to fix it.
We skip the multi-month discovery phase. We start by auditing your support queues and usage data to find where things actually break. We’ve done this on complex systems at Google and Fitbit.
Yes. Early is often the best time to bring us in. We set up the workflows and design foundations your team can build on, without a full‑time design hire you’re not ready to make yet.
Risk
A Design engagement needs both of us full time for four weeks, so we take one at a time instead of splitting our attention across several accounts.
You do, immediately. Everything is built inside your own Figma org from day one. Nothing is held back.
We work in fixed time-boxes to protect momentum, but we can pivot fast if requirements shift. If something larger comes up mid-sprint, we prioritize the highest‑leverage work first and map the rest into a follow‑up engagement.
Process
No open-ended discovery calls. Submit your product details, we review within 24 hours, and if it’s a fit we confirm scope and dates, by email or a short call if needed.