“We were stuck. Kate helped us untangle the mess, align our teams, and find real focus. I wish we’d hired her sooner.”
Biz/Org
B Lab
Year
2020-2021
Nonprofit
Digital Transformation
Product Overview
B Lab’s internal system managed B Corp certification data, communications, and process steps for thousands of companies globally.
Audited legacy tooling and workflows across three regions.
Designed a new intake, queue, and review model to reduce bottlenecks.
Facilitated working sessions across ops, tech, and executive stakeholders.
Created a roadmap for short-term improvements and longer-term system replacement.
Advocated for user-centered process design in a highly values-driven org.
Product Goals
How might we make certification reviews faster, clearer, and less painful - for everyone?
B Lab’s certification process was essential to its mission but bogged down by unclear handoffs and legacy tools. Reviewers struggled to track progress, and applicants waited months without visibility.
Improve reviewer throughput and consistency.
Give applicants clearer expectations and progress indicators.
Connect global review teams with aligned workflows.
Lay the groundwork for a more modern certification platform.
Challenges
Regional teams used different versions of the same system.
Certification logic had evolved without tool updates.
No shared roadmap between tech and ops.
Team was mission-driven but wary of process change.
Solutions
Built a unified queueing and prioritization model.
Mapped reviewer workflows and surfaced unmet tool needs.
Facilitated alignment on MVP replacement goals.
Modeled timeline tradeoffs to gain executive buy-in.
Outcome & Impact
Increased reviewer efficiency and cross-regional clarity.
Reduced average review time through improved triage.
Delivered a playbook for long-term modernization.
Earned stakeholder trust across B Lab’s global org.
