As part of the IT team for a small passport and visa expediting firm, I standardized recording processes and connected multiple offices across the US by designing and implementing online business processes. Used user observation and expert interviews, and learned to use PHP & MySQL.
The client had spent more than a year developing a website to automate customer receipts, internal Order Status reports, document requirement lists, and many other functions.
They asked me to help make the system more flexible, but couldn't tell me which aspects of the system were too rigid, which were most important, nor even which were being used or not.