Making Workiz’s automation system more intuitive, flexible, and powerful — without disrupting existing habits.
Role
Product Designer
Squad
Automation & Communication
Tools
Figma · FullStory
Timeframe
3 weeks
Overview
Trigger → action + condition
Enhance Workiz’s automation system to make it more intuitive, flexible, and powerful.
Enabling service businesses to streamline operations, reduce manual tasks, and optimize workflows without disrupting their existing habits.
Background
What is Automation?
Automation allows businesses to streamline repetitive tasks by setting up predefined rules — a simple yet powerful logic: “When this happens, do that, but only if certain conditions are met.”
For example, automation can send follow-up emails after an estimate is created, assign jobs to available technicians, or mark invoices as overdue after a set time. This helps businesses save time, reduce human error, and maintain workflow consistency.
Problem
Why was this needed?
Many workflows required greater flexibility in conditions and triggers. Additionally, a usability issue in the previous version caused user confusion during the flow. This presented a great opportunity to improve the user experience while also expanding functionality.
One of the key challenges was the risk of disruption — since businesses heavily relied on the existing system, any changes needed to be seamless and non-disruptive to maintain user trust and workflow efficiency.
Previous version.
Research & insights
Strong demand, real confusion, clear benchmarks.
User interviews & feedback
Customers across industries highlighted the need for advanced automation, with Canny and support feedback confirming strong demand for more workflows.
User interviews & feedback
Revealed confusion in setup flows, making completing tasks efficiently difficult and often causing frustration, ultimately leading to abandoned automation setups.
Feature overview & competitive analysis
Analyzed Jira, Monday, Asana, and ClickUp to identify best practices and opportunities for Workiz to stand out.
Design & development collaboration
Designed and added new automation components to the design system, including detailed specs for developers — working closely with developers to balance feasibility with UX quality and technical constraints.
monday.comJiraAsanaClickUp
Goals & success metrics
Boost adoption and efficiency.
The automation revamp aimed to boost adoption and efficiency. The goal was to streamline users into the jobs funnel, increasing jobs closed by 10% in Q1 and 20% in Q2. Additionally, it sought to increase feature adoption, ensuring 50% of accounts used automation to enhance engagement and workflow efficiency.
Objective
KPI
By 3 months (Q1)
By 6 months (Q2)
Streamline more users in the jobs funnel
% jobs closed
+10%
+20%
Increase adoption of the feature on accounts
# of accounts using
Used by 50% of accounts
Improve usability
Increase completion rate for new automation setup.
Boost engagement
Increase daily active users leveraging automations.
Expand functionality
Grow the total number of automations created per user.
Ensure reliability
Reduce automation-related support tickets.
Design process
Preserve familiarity. Introduce a modern, scalable experience.
The core design principle was preserving familiarity for existing users while introducing a modern, intuitive, and scalable experience. The system needed to be clear, updated, and approachable — avoiding complexity that could discourage automation adoption.
Exploration & validation — created multiple variations of the automation model and its building blocks while collaborating closely with Product and Development teams to ensure feasibility.
Wireframing & user testing — built high-fidelity wireframes to test workflow clarity and usability early, identifying pain points through user feedback and testing sessions.
Building a scalable & familiar solution — developed rule states, title input states, and select menus to maintain a unified look and feel within the Workiz design system, simplifying updates.
Feedback & iteration — refined designs from low-fidelity to high-fidelity, incorporating stakeholder and user feedback so new users could adopt the system quickly while existing users stayed comfortable.
Components
New Automation Center components — for usability, functionality & consistency.
Rule builder with trigger options.ADVANCED RULE OVERVIEWCondition validation modal.CONTENT EDITOR
Results & outcomes
More adoption, less confusion, higher engagement.
+14%
Adoption — growth in accounts creating at least one automation.
+12%
Engagement — increase in the average number of automations created per account within a month.
↓
Setup confusion — a decrease in automation-related support tickets.