RRIVETLINE
PRODUCT WORKSStart a project
Selected client stories / fictional examples

Complex work,
clearer products.

Three representative stories show how the right research, design, and software can help operations move with less friction. Names and outcomes are fictional illustrations, with metrics framed as reported project outcomes.

STORY 01 / Field service / dispatch

Northgate Equipment Services

Context
A regional equipment service business coordinates mobile technicians across changing schedules and varied customer sites.

The problem
Dispatchers pieced together availability, parts, and job notes across disconnected screens. Technicians often called for context that should have traveled with the job.

Our approach
We shadowed dispatch and field teams, mapped the real exception paths, then tested a mobile-first job flow with both roles before engineering began.

Selected deliverables
Dispatch board; technician task view; job history; handoff notes; responsive field interface.

Timeline
10 weeks / discovery 2 weeks, design 3 weeks, build and pilot 5 weeks.

Outcome
Scheduling time down 26% in the pilot; clearer technician handoffs; mobile task completion up 19 percentage points. Client-reported pilot measures, not independently audited.
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RIVETLINE / PRODUCT VIEWLive workflow
Task status
Ready for next action

CLEAR / OWNED / MOVING

Original interface composition / illustrative, not a client screenshot

STORY 02 / B2B supply / customer portal

Harbor & Pine Supply Co.

Context
A mid-market supplier served repeat business customers through account reps, phone orders, and manual order-status updates.

The problem
Customers had little visibility after placing an order, while account teams spent hours responding to predictable status questions and rebuilding repeat baskets.

Our approach
We paired customer interviews with order-desk workflow reviews and built a portal around account-specific catalog, repeat ordering, and shipment status.

Selected deliverables
Customer account portal; order dashboard; repeat-order flow; internal account tools; usage measurement plan.

Timeline
14 weeks / discovery 3 weeks, design 4 weeks, build and rollout 7 weeks.

Outcome
Manual order-status requests fell 34% for portal-active accounts; repeat ordering increased 21% over the first quarter. Company-reported data.
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RIVETLINE / PRODUCT VIEWLive workflow
Task status
Ready for next action

CLEAR / OWNED / MOVING

Original interface composition / illustrative, not a client screenshot

STORY 03 / Insurance / claims operations

ClearLedger Mutual

Context
A member-focused insurer managed complex claim reviews with a long-lived internal application and paper-like document handoffs.

The problem
Reviewers switched between attachments, notes, and policy context. Decision trails varied by team, and new reviewers relied on informal shadowing.

Our approach
We observed review sessions, established a consistent evidence-to-decision path, and modernized the workspace in incremental releases alongside internal IT.

Selected deliverables
Unified claim workspace; document review queue; standardized decision trail; onboarding guide; accessibility-ready component patterns.

Timeline
16 weeks / assessment 3 weeks, design 4 weeks, phased delivery 9 weeks.

Outcome
Median document review time improved 28% in the first measured group; decision trails became more consistent; onboarding checklist reduced first-case support needs. Client-reported.
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RIVETLINE / PRODUCT VIEWLive workflow
Task status
Ready for next action

CLEAR / OWNED / MOVING

Original interface composition / illustrative, not a client screenshot

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