Spotlight on Systems Development Enhancing Workflow and Client Experience
Jamie Donalds
|20 August 2025
Systems development is essential for helping organisations adapt improve processes and deliver better experiences for both colleagues and clients.
We sat down with Jamie Donald, Visualfiles Developer, to find out more about his role and the impact of his work. Jamie, who joined the business earlier this year, shared insights into his journey so far, what drives his development approach, and how he’s helping shape smarter systems across the organisation.
Delivering Smarter Systems
As a Visualfiles Developer, I maintain and enhance the company’s case management system. My work ensures the system supports operational needs and evolves with the business. Each day varies depending on the phase of a project. I might be investigating bugs, testing solutions, or refining workflows. Recently, I’ve focused on implementing outbound calls within the OIC process. This is designed to prompt client feedback and accelerate claims if digital responses are ever delayed.
As a recent addition to the Carpenters team, a structured onboarding process helped me settle in quickly. Shadowing colleagues across departments gave me a broad understanding of our operations, and my team has been supportive from day one.
Teamwork That Delivers
I work within a newly formed development pod focused on legal systems. The structure encourages knowledge sharing and skill development, helping newer team members gain insight into complex processes, while offering experienced developers a fresh perspective.
Although the wider development team is divided into focused pods, collaboration remains central. Regular team meetings and shared channels ensure we stay aligned and connected. Our pod specifically supports changes to our case management system, helping streamline workflows and improve efficiency.
Enhancing Efficiency and Impact
One of my first major contributions was improving a key client communication template used during the claims process. I also developed a new outbound call feature that helps our teams proactively follow up with clients when digital responses are delayed. This functionality is now used daily and has helped optimise processes and reduce bottlenecks.
Working closely with operational colleagues on this project was a highlight and their feedback helped shape a solution that’s both practical and effective. Success is measured through user feedback and performance data, which help us refine our work and ensure it delivers real value. These improvements not only enhance internal efficiency but also strengthen the client experience by demonstrating proactive engagement.
Innovation Through Experience
My previous experience working directly with case management systems gives me a strong understanding of the user perspective. I focus on designing intuitive, responsive tools that support colleagues in their day-to-day work. Listening to feedback from those who use the system daily helps ensure our solutions are practical, efficient, and aligned with real operational needs.
“Continuous improvement is central to our development approach. We regularly rotate team members across projects to encourage fresh thinking and broaden expertise. Peer reviews are a key part of our process, helping us share knowledge and refine solutions collaboratively."
Purpose-Led Development
One of the most rewarding moments in my role was resolving a workflow delay for a case handler. The process was taking over five minutes, so I worked closely with them to diagnose and fix the issue. After testing and refining the code, the delay was reduced to seconds. It was my first live deployment and a meaningful start to my time here.
What motivates me most is knowing that my work directly impacts and helps others. I strive to deliver efficient, high-quality solutions that reflect positively on the wider team and support the business as a whole.
Looking Ahead
I genuinely love working here. The support from my team and the opportunity to make a real impact keeps me motivated every day. Over the coming months, I’ll be focusing on refining workflows, improving how we communicate with clients, and building smarter tools that help our teams work more efficiently.
It’s rewarding to know that the work I do makes a difference - not just for my colleagues, but for the clients we support. I’m excited to keep pushing forward, finding new ways to improve our systems and deliver a better experience for everyone who relies on them.
