Operations | Process & Systems Improvement

Jeffisa Delaosia Kosasih

I improve cross-functional workflows by turning fragmented processes into clear systems, defined ownership, and structured reporting.

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Selected work

Systems that make good work easier

Explore work in operations, workflow improvement, and digital delivery.

Business Operations

Accounts Receivable Ageing

Clarified ownership of overdue cases and streamlined operational reporting

Design Operations

DISH

Internal information and self-service hub

Design Operations

DSGN Library Management System

Automated book borrowing, status tracking, and return reminders

Digital Experience

Payday promotion experience

Restructured monthly promotions across six products and two travel categories

Digital Experience

Traveloka attraction pages

Adapted a campaign concept for Traveloka Malaysia and the Philippines

Featured work | Business Operations - Case Management & Reporting

Accounts Receivable Ageing

Established a clear case-ownership and escalation workflow, connecting stakeholders with internal teams to resolve overdue cases.

At a glance

Company / context: SRI Pte Ltd, Singapore
Role: Systems Analyst - workflow design and development
Skills: Cross-functional stakeholder coordination, Case ownership, Escalation management, Workflow optimization, Reporting automation
Collaborators: Salespersons, Finance team, Compliance team, and external stakeholders

The problem

Without a centralized workflow, overdue cases lacked clear ownership and progress visibility, making follow-ups and escalations difficult. Operational reporting also relied on time-consuming manual work.

My approach

I analyzed the existing processes, identified pain points, and collaborated with stakeholders to define requirements to design a solution that streamlined workflows and improved data visibility.

The solution

I built an integrated Excel & Notion tracking workflow that brought together case status, ownership, and reporting into one shared process.

Impact

Reduced the overdue-case backlog by 50% for a population of 2,000+ agents. Centralized reporting in Excel and Notion, cutting report preparation time by 70%.

What I learned

Enhanced my understanding of systems design and the importance of user-centered approaches in creating effective solutions.

Let's connect

Featured work | Design Operations - Knowledge Management

DSGN Information and Self-service Hub (DISH)

A centralized hub that made essential design and company information easier to find.

At a glance

Company / context: Traveloka design team, Indonesia
Role: Project Driver, UI/UX Designer, Website Developer
Skills: Research, information architecture, systems design, web development, UAT
Collaborators: Designers and cross-functional internal teams

The problem

Designers relied on scattered documents and personal bookmarks to find essential team and company information, making routine searches slow and inconsistent.

My approach

I led a series of workshops with design teams across the product organization, gathering input and concerns from 500+ designers. I used their feedback to shape the information architecture and build a self-service platform around recurring team needs.

The solution

I organized design and company resources into clear sections, so users could find what they needed without checking multiple platforms or asking colleagues.

Impact

The hub gave designers a centralized way to find key resources and was also used by other teams.

What I learned

I learned that a simple solution does not mean the process is also simple. It needs a thorough understanding of the underlying complexities to make it work effectively.

Let's connect

Featured work | Design Operations - Workflow Automation

DSGN Library Management System

An automated borrowing workflow for tracking books, requests, and return reminders.

At a glance

Company / context: Traveloka design team
Role: Project Manager, System Architect
Skills: Process design, automation, data management, stakeholder coordination
Collaborators: VP of Design and Traveloka employees

The problem

The previous lending tool was difficult to access and lacked a structured return schedule, leaving a lot of physical books untracked and at risk of being lost or damaged.

My approach

I mapped the borrowing flow with the VP of Design and selected tools already available across the company to reduce access barriers.

The solution

I built a borrowing workflow in which borrowers submit requests through Google Forms, Google Sheets tracks borrowing status, and Google Apps Script creates return reminders in borrowers’ Google Calendars.

Impact

The workflow introduced consistent return reminders and a shared record of borrowing activity, giving the team a more reliable way to manage the library and protect company assets.

What I learned

I learned that technology is a powerful tool for solving complex problems, but it must be implemented thoughtfully to ensure it meets user needs and integrates seamlessly with existing processes.

Let's connect

Digital Experience - Campaign Design

Payday promotion experience

A redesigned payday page organized promotions from six products across domestic and international travel.

At a glance

Company / context: Traveloka Indonesia
Role: UI/UX Designer, Website Developer, Design QA
Skills: Interaction design, content structure, web delivery
Collaborators: Product and Marketing teams

The problem

One recurring page needed to accommodate promotions from six products across domestic and international travel.

My approach

I tested an initial table-like structure, observed misleading click behavior, and used those findings to reorganize the page.

The solution

I iteratively placed product labels above campaign thumbnails and separated domestic and international promotions into two clear columns.

Impact

The revised layout remained in use throughout the promotion plan for over a year.

What I learned

I learned to test whether visual groupings clearly signal what users can click before finalizing a campaign layout.

Let's connect

Digital Experience - Regional Campaign Delivery

Traveloka attraction pages

Adapted a shared campaign concept for Traveloka’s Malaysia and Philippines markets.

At a glance

Company / context: Traveloka Malaysia and Philippines
Role: UI/UX Designer, Website Developer, Web QA
Skills: Campaign design, responsive web development, user testing
Collaborators: Malaysia and Philippines design teams
Live project: Malaysia: Open Malaysia project

The problem

Two regional teams needed attraction pages that could communicate product value while adapting the concept to different layouts and audiences.

My approach

I adapted the shared concept to each market’s requirements, balancing a consistent campaign structure with local needs.

The solution

I designed, developed, and quality-checked the campaign pages for Malaysia and the Philippines using a shared regional structure. Localized translations were managed in the internal CMS, helping maintain consistency across both markets.

Impact

The Malaysia page launched and served as a reference for the Philippines implementation, which is no longer publicly available.

What I learned

I learned to preserve a shared campaign idea while adapting its execution to local requirements.

Let's connect

Independent work

Building and running small businesses.

Ladapadi The Gift by JAG

About

Operations-minded, systems-curious.

I am an Operations professional with experience across technology, retail, and real estate, working at the intersection of people, processes, and technology. I enjoy turning complex or fragmented ways of working into clearer, more efficient systems.

What I do

My work focuses on process and system design, workflow improvement, knowledge management, data and document organization, project coordination, and stakeholder management.

Capabilities & Tools

I work with tools including Google Sheets, Google Docs, Google Slides, Google Apps Script, Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Notion, Figma, Canva, and currently learning SQL to deepen my knowledge in data analysis.

I am Indonesian and eligible to work in Singapore as a permanent resident. Outside of work, I enjoy tea, good food, movies, TV shows, video games, and anything music related.

Let's connect :)

Contact

Jeffisa Delaosia Kosasih

Systems that make good work easier

Accounts Receivable Ageing

DISH

DSGN Library Management System

Payday promotion experience

Traveloka attraction pages

Accounts Receivable Ageing

At a glance

The problem

My approach

The solution

Impact

What I learned

DSGN Information and Self-service Hub (DISH)

At a glance

The problem

My approach

The solution

Impact

What I learned

DSGN Library Management System

At a glance

The problem

My approach

The solution

Impact

What I learned

Payday promotion experience

At a glance

The problem

My approach

The solution

Impact

What I learned

Traveloka attraction pages

At a glance

The problem

My approach

The solution

Impact

What I learned

Building and running small businesses.

Operations-minded, systems-curious.

What I do

Capabilities & Tools

Let's connect!