Diamond Journey Tracker

Situation

Eterneva's flagship customer-facing product, a real-time tracker for their 9-month memorial diamond creation process, had been repeatedly delayed before I arrived. Customers had no visibility into where their loved one's remains were in the journey, leading to anxiety and high inbound support volume. The care team spent 3-4 hours daily on manual email and SMS communications about diamond status.

Task

Take ownership of the stalled project. Rebuild stakeholder confidence after previous false starts, redefine product requirements to be achievable with the no-code stack, negotiate MVP scope with leadership, and coordinate across design and a 3-person development team to ship.

Action

• Redefined product requirements and authored PRDs with clear MVP scope vs. future phases
• Managed a non-technical stakeholder who was adding scope during active development, coaching them on why this was problematic
• Negotiated trade-offs with leadership on MVP scope to unblock delivery
• Coordinated design and development across Figma, Bubble, and Salesforce integrations
• Built templatized, approval-based communication workflows replacing manual customer updates
• Ran weekly standups and async Slack syncs to maintain momentum through delivery

Result

Achieved 80% customer adoption. Freed an estimated ~1 FTE of care-team capacity ($80-115K estimated annual value) by replacing manual communications with templatized workflows. Reduced inbound diamond status inquiries by over 70%. Product became a key asset in the company's fundraising strategy for pre-Series B.