The existing process was causing pain points in content management, collaboration, and feedback tracking, which were hindering the team's ability to create complex flows and prototypes. Collin's team was using multiple tools such as Excel, Word, Lucid Chart, Figma, and NLU engine to manage their conversation design, leading to scattered content and difficulty in onboarding non-technical team members. However, after adopting Voiceflow, the team was able to streamline their workflow, making it accessible to everyone, speeding up the approval process, and creating a centralized CMS for dialogue data and conversational content.