Signal desk refresh
Lifecycle rewrite for a desk team stuck between alerts and answers.
All work
The brief.
Signal's desk team lived between two failures: alerts nobody read and answers that arrived too late. The words in between were the bottleneck.
We rewrote the lifecycle end to end — fewer alerts, plainer answers, and a handoff that told sales what already happened instead of asking.
What moved.
How it ran.
Audit the noise
Two weeks of shadowing showed which alerts changed decisions and which only changed screens.
Rewrite in verbs
Every lifecycle message now starts with what to do, carries its own evidence, and names the owner.
Tighten the handoff
The brief to sales shrank to four fields that always matter. Anything else became an optional note.
