A Fertility Education Company

Operations Audit · Systems Architecture · Fractional COO

THE SITUATION

This founder-led education company runs five arms: a calculator, a podcast, books and resources, one-on-one consulting, and a community. Clients worked with the founder directly, and the team stayed mostly invisible to them. Questions and decisions kept routing back to her by default, which pulled her away from the work only she can do: sales calls, content, and the science. The company had real strengths, including about 147 pages of documented procedures. But those procedures lived apart from the work they described, so people worked from memory.

THE WORK

I spent the first month on discovery. I interviewed all five team members, some more than once, and walked through seven workflows step by step as they really ran. I reviewed the tool stack one tool at a time and found real savings.

The pattern was clear. Roles overlapped without clear owners, handoffs happened in informal messages, there was no shared real-time view of a client's status, and the procedures weren't connected to the tasks they supported.

From there I designed the architecture: eight ClickUp spaces mirrored by eight Google Drive hubs, so every task knows where its documents live. I defined the full client journey across all five programs, including status flows, handoffs, and the automations that remove manual steps. I mapped the lead pipeline, with follow-up cadences. And I wrote down the open decisions that only the founder could make.

WHAT IT BECAME

A complete, documented blueprint, with every design choice traced back to what was found in discovery. The team's roles, the tool plan, the client journey, and the build queue are all laid out. The decisions that remain are the only gap between the blueprint and a working system.

Entry point: Growing businesses → Diagnose · Build