Process Overview — Making the Invisible Visible
Aug 23, 2025
Brief Summary: As an Interaction Designer, I designed the Process View, which transformed prior “performance issues” complaints into a clear and understandable traceability experience. Today, the module is used by 100% of clients, enhancing 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 went wrong, the only perception was that the platform was “slow” or that “something didn’t work well.” When escalating a ticket to support, they lacked clarity on what actually failed.
The result was frustration: vague tickets, exhausting conversations, and little trust in the platform. At stake was user satisfaction and the transparency of internal processes.
My Role
As a UX Designer, focusing on interaction, I took responsibility for shaping this experience: how to organize technical information in a clear and actionable way so analysts could understand what happened with each click. My focus was on information architecture and ensuring that the solution maintained technical accuracy without becoming overwhelming.
I collaborated with product and engineering, balancing what the system needed to show with what users could understand and use in their daily activities.
Research and Validation
We conducted 5 usability test sessions with analysts. The goal was to verify if the tabular structure with different detail levels was intuitive. The findings confirmed that:
The expandable structure made it easier to understand the hierarchy of processes.
Users could navigate and locate information without losing context.
Searching by column/user was critical to finding relevant events.
We needed to add a greater level of depth to identify users, internal processes, start and finish time of each job.
The initial version had proximity issues, complicating the information readability.
Design Decisions
Table with Expandable Rows: showing the depth of processes without overwhelming the user.
Advanced Search by Column/User: streamlined the location of key events.
Clear and Progressive Architecture: presenting the essentials first and allowing deeper exploration as needed.
With these decisions, the invisible became legible and useful.
Impact
Improved Traceability: analysts understood what was truly happening behind each action.
More Efficient Support: tickets were better contextualized, improving interaction with implementers and support.
Total Adoption: the view became a standard, used by 100% of clients.
Beyond numbers, the true impact was in the change of conversations: we moved from abstract discussions about “performance” to concrete dialogues about processes and events.
Evolution
The view has remained nearly unchanged since its launch, confirming the solution’s robustness. Today, it continues to be a central module of the platform, proving that sometimes the most valuable in design is achieving a solution so clear that it doesn’t require constant redesigns.