Rivington redesigns important business workflows before companies automate them.
Companies are adopting AI faster than they are redesigning the work around it. We study how an important workflow actually operates, identify where time, information and judgment are being lost, redesign the system, and help carry that redesign through implementation.
AI is used where it improves the workflow. Humans stay in control where judgment matters.
Prefer to talk first?
How an engagement works
Each stage stands on its own. You can stop after any of them and keep everything we produced. Most clients start with the free review, and the workflows that warrant it move into the 3-week diagnostic. Where you want us involved after that, Rivington stays accountable for the business outcome through implementation and ongoing performance.
Experience behind Rivington
Experience behind Rivington. These roles predate Rivington and are not Rivington client engagements.
Immigration technology company
High-volume immigration workflows required substantial expert and manual effort to assemble context, respond to inbound demand and move work through the process. Ross redesigned operating workflows and introduced automation and AI-supported processes while preserving expert judgment where it mattered.
Multi-location hospitality and golf
Ross helped turn one-off launches into repeatable operating and go-to-market systems as Five Iron Golf grew from one location to more than 20. That work informs Rivington’s focus on clear ownership, repeatable processes and systems that can support growth.
Commercial and brand partnerships
Ross delivered major commercial and brand partnerships across multiple organizations and stakeholders. That experience informs Rivington’s approach to aligning participants, coordinating delivery and making responsibilities clear.
Why the problem matters
Information gets spread across systems. People create manual workarounds. Experienced employees become the people everyone relies on to resolve exceptions. Decisions that should be straightforward start requiring meetings, Slack messages, email chains and repeated review.
Each of those shows up somewhere in the business: hours of employee time, senior attention pulled into routine cases, slower customer response, rework, errors and duplicated effort. It is rarely on a budget line, which is why it persists.
Adding AI can help, but it can also automate the mess.
Rivington starts by understanding how the work should operate. Then we determine what should be handled by software, what can be automated, where AI can help, and where human judgment still matters. Sometimes the answer is that AI is not the right tool, and we will say so.
01 Discover · Free
Most companies don't need more AI. They need to know where better systems would actually change the economics of the business.
The free Workflow Opportunity Review looks at one workflow: who touches it, how often it runs, where work slows down, where people copy, search, re-enter or chase information, and where senior judgment gets pulled into routine work. You see a high-level result as soon as you finish. No call is required, and you can choose whether to unlock the detailed summary with your work email.
Assess a workflowThe information needed to do the work arrives in the right place and in a usable form.
Common cases follow a defined path while genuinely difficult cases reach the right person.
Ownership, criteria, and escalation paths become explicit rather than living in people's heads.
Time currently lost to coordination, rework, and manual processing can be redirected toward higher-value work.
Instead of asking “Where should we use AI?”, you know which parts of the workflow could benefit from it and what business result the technology is supposed to improve.
02 Diagnose · AI Workflow Diagnostic
Choose one important workflow that feels slower, more manual, or more complicated than it should be.
Over three weeks, Rivington will map how it works today, identify where time and capacity are being lost, redesign how it should operate, and decide where AI or automation should and should not be used.
It also gives you the commercial case. We establish the current baseline, estimate the opportunity, define what success would look like, and determine what should be measured, so you can judge whether redesigning the workflow is worthwhile before committing further.
The $9,500 fee covers diagnosis, redesign, and the business case and measurement plan. Workflow Implementation and Workflow Performance are scoped separately. Additional workflows, travel, or unusual data analysis are also scoped separately.
Workflow examples
The point is not what AI can do. It is where time, rework and senior attention are being spent, and what changes when the work is redesigned. These illustrative workflow designs are not client work or measured results.
Commercial Insurance
How AI can increase underwriting capacity without removing underwriting judgment.
Insurance Operations
How AI can get every claim to the right adjuster faster without letting a machine decide the outcome.
After the diagnostic
The diagnostic works as a standalone engagement, and you are never obligated to continue. If you want Rivington involved, we can lead the business implementation while coordinating with the technical team responsible for specialist engineering.
03 Implement
Turn the redesigned workflow into a working operating system. Rivington leads requirements, decision logic, human-in-the-loop controls, technical partner briefs, acceptance criteria, testing, rollout and adoption. Specialist engineering is done by your technical team or an appropriate implementation partner.
Scoped separately.
How implementation works04 Improve
Keep the workflow working as the business changes. Workflows drift, teams change and new exceptions appear. We periodically review the KPIs, manual interventions, overrides, escalation patterns and AI performance, and find the next bottleneck.
Ongoing engagement, scoped to the workflow and operating environment.
About ongoing performanceExplore an illustrative diagnostic output for a fictional customer-onboarding workflow. It is not a client engagement or a measured Rivington result.
View the sample diagnosticRivington’s essays and teardowns go further into decision architecture, decision debt, governance and the role of AI in well-designed workflow systems.
Start with the free review to see where one workflow is losing time and attention. If you already know the workflow, a 20-minute conversation will tell us both whether it is specific, consequential and accessible enough for the diagnostic.
With your permission, we measure visits, navigation and site performance to improve this site. No session replay. Optional analytics stay off until you accept. Contact forms and booking still work if you decline. You can withdraw here at any time.