Enterprise users didn't trust AI recommendations they couldn't interrogate. We designed the transparency model that bridged the gap between machine intelligence and human judgment.
Hero visual
The Tension
The world's largest workflow automation platform was making the leap from traditional automation to AI-driven decision making. But enterprise users — the people whose jobs depend on these systems — wouldn't adopt AI they couldn't understand, verify, and override. The technology was ready. The trust wasn't.
The Insight
The core challenge wasn't making AI smarter — it was making AI legible. Process owners needed to see why an AI made a recommendation, test what would happen if they overrode it, and learn from the outcomes. We weren't designing an AI interface. We were designing a trust architecture.
Research & strategy
Exploration & iterations
The Strategic Move
Across 6 years and two major platform teams, we introduced interaction patterns that made AI decisions transparent without sacrificing speed. On mobile, we redefined what enterprise power tools could feel like on a 5-inch screen. On the Process Intelligence team, we created the paradigm for how humans and AI agents collaborate in mission-critical workflows. The approach was recognized with the company's Innovation Award — not for novelty, but for changing how the organization thought about human-AI interaction.
Experience Equation
IT admins, process owners, and frontline workers across thousands of Fortune 500 organizations
Automate complex processes with AI while maintaining human oversight and control
Multi-platform enterprise system (web, mobile, desktop) with emerging AI/agentic capabilities
Mission-critical environments where downtime costs millions and user trust must be earned at every interaction
The gap between AI capability and human trust — enterprises need AI that augments decision-making transparently, not black-box automation
Final product
Detail
Detail
Detail
What Made This Hard
Designing trust — making AI decisions legible without slowing down the workflows that depend on speed
Cross-platform coherence — the same workflow must feel native on mobile, web, and desktop
Accessibility at Fortune 500 scale — WCAG compliance across hundreds of components used by diverse global users
Driving innovation inside a large organization — changing how teams think about human-AI interaction
What Changed
Capabilities
Every complex product has a misalignment hiding beneath the surface. Let's find yours.