Process Overview — Making the Invisible Visible
Simetrik - 2022
As an Interaction Designer, I designed the Process View that transformed previous "performance issues" complaints into a clear and understandable traceability experience. Today, the module is used by 100% of customers, improving trust and the relationship between analysts, implementers, and support.
The Starting Point
At Simetrik, a single user action could trigger multiple processes and chained jobs. For analysts, this complexity was invisible. If something failed, all they could perceive was that the platform was “running slow” or “something didn't work well.” When escalating a ticket to support, they lacked clarity on what had actually failed.
The result was frustration: vague tickets, exhausting conversations, and little trust in the platform. What was at stake was user satisfaction and the transparency of internal processes.
My Role
As a UX Designer focused on interaction, I took responsibility for shaping this experience: organizing technical information in a clear and actionable way so analysts could understand what happened behind each click. My focus was on information architecture and ensuring the solution maintained technical accuracy without becoming overwhelming.
I worked alongside product and engineering, balancing what the system needed to display with what users could understand and use in their daily activities.
Research and Validation
We conducted 5 usability testing sessions with analysts. The objective was to verify whether the tabular structure with different levels of detail was intuitive. The findings confirmed that:
The expandable structure facilitated understanding the process hierarchy.
Users could navigate and locate information without losing context.
Column/user search was critical for finding relevant events.
We needed to add a greater level of depth to identify users, internal processes, and start and end times of each job.
The initial version had proximity issues, making the information difficult to read.
Design Decisions
The volume of information for a single screen is very large, which required us to find a way to optimize the findability of relevant data for users, without forcing them to leave the context of the table. The following decisions were made to achieve this:
Impact
Better Traceability: Analysts understood what was really happening behind every action.
More Efficient Support: Tickets were better contextualized, which improved interaction with implementers and support.
Full Adoption: The view became a standard, used by 100% of clients. With these decisions, the invisible became readable and useful.
Beyond numbers, the real impact was in the change of conversations: we moved from abstract discussions about “performance” to concrete dialogues about processes and events.
Evolution
The view remains practically unchanged since its launch, confirming the robustness of the solution. Today, it continues to be a central module of the platform, demonstrating that sometimes the most valuable aspect in design is to achieve a solution so clear that it doesn't require constant redesigns.