Chez Frey — digital systems & service design
Making complicated things work better.
I map how people, processes and technology interact — then redesign and build better ways of working.
The idea
You don’t need to know what technology you need. You just need to know what isn’t working.
Most organizations don’t have a technology problem — they have a process that grew complicated one workaround at a time. The work is to understand it, redesign it, and build something simpler that actually fits.
- “We have spreadsheets everywhere.”
- “We still use Word documents to generate reports.”
- “Our clients fill out PDF forms and email them back.”
- “Our information lives in disconnected databases.”
- “Staff spend too much time on administration.”
- “We want to use AI but don’t know where it would actually help.”
What I do
Five ways I help
01
Understand & Map
Discovery, process mapping, service blueprints — seeing how the work really flows.
02
Redesign & Simplify
A better future-state process before a single thing is automated.
03
Digitize & Build
Excel and PDF workflows become structured databases, forms and dashboards.
04
Extend with AI
Used where it genuinely improves the service, with human judgement kept in the loop.
05
Establish & Support
The simplest appropriate platform — WordPress, Squarespace or custom — with training.
Interactive
From mess to method
Here is a made-up organization with a very real problem. Pick a direction on the right to see how the same tangled process could be redesigned.
Today
Riverside Newcomer Services
A small team doing good work, held back by the tools underneath it.
- Excel database of clients
- PDF intake forms, emailed back
- Word templates for every report
- Approvals chased over email
- The same data typed in 3 places
- Reporting done by hand each month
A better way
When the real problem is presence and clarity, not data.
- A clear, accessible public site staff can edit themselves
- Intake starts as a structured online form, not a PDF
- No new database to maintain — the simplest thing that works
When information lives in spreadsheets and nobody trusts the version.
- One database replaces the scattered spreadsheets
- Forms, records and approvals share a single source of truth
- Reports generate from live data instead of copy-paste
When skilled people spend hours on repetitive reading and sorting.
- Incoming documents are classified and summarised for review
- Draft reports are generated, then checked by a person
- AI assists the judgement — it never replaces it
The right answer depends on the organization. That diagnosis is the work — see how I approach it.