AI Workflow Automation
Bringing Structure to Workflow Automation:
Improving HITL Response Time in TracFlow.
Deep Dive
TracFlow automates incident response for shipments. The automation worked, but when a step failed, nobody could tell why. I redesigned the detail view so ops teams could understand a failure and act on it quickly.
Role :
Product design: research, information architecture, UI
Ownership :
Identified why the detail view wasn’t working and owned the redesign from research to final designs, edge cases included.
For :
Ops and support teams handling shipment incidents
Impact (8 weeks post-launch)
Human in the Loop response time:
5.2 hrs → 2.1 hrs (60% faster)
Workflow completion:
61% → 79% (+18 pts.)
Problem
The data existed, but it made no sense
Step details were raw JSON and unlabelled fields. Cards only showed ✓, ✗ or a spinner, so a minor retry looked the same as a critical failure. Users kept pinging engineering just to understand what happened.
PLATFORM & STEP DETAIL VIEW BEFORE REDESIGN
DIFFERENT STEP CARD STATE BEFORE REDESIGN
CUSTOMER SUPPORT TICKETS
Process
Find the pattern first
I mapped incident workflows end to end with the Product Head and CS team and found 5 action types. Every one of them receives something, does something and produces something. I benchmarked Zapier, n8n and Happy Robot, then iterated the step card until it balanced scan-ability and detail.
MAPPED FULL INCIDENT WORKFLOWS END TO END
Five distinct action types emerged consistently
COMPETITIVE ANALYSIS TO VALIDATE FIELD DECISIONS AND IA
STEP CARDS ITERATIONS
Solution
One skeleton for every step
Every step detail now follows Overview → Input → Execution → Output, showing only the sections that action needs. Cards surface execution type, key fields, assignee and status before you click.
STEP DETAIL VIEW AFTER REDESIGN
CONSISTENT SECTION SKELETON FOR DIFFERENT ACTION TYPES
STEP CARD LAYOUT
DIFFERENT STATES OF STEP CARD
Edge cases
Failures are designed, not hidden
Parallel steps fan out visually. Failed steps show the error inline, with a retry history tab. If a step can’t retry, a pending-action card asks for a manual decision.
PILL-SHAPED PARENT STEPS ON CANVAS THAT VISUALLY FANS OUT INTO ITS CHILD STEPS.
FAILURE STEP AND RETRY HISTORY
RETRY HISTORY TAB LOG EVERY ATTEMPTS CHRONOLOGICALLY
MANUAL INTERVENTION ON FAILURE
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