https://thiqn.com 2026-03-25 daily 1.0 https://thiqn.com/assets/images/image08.gif https://thiqn.com/assets/images/image05.jpg https://thiqn.com/assets/images/image11.jpg https://thiqn.com/assets/images/image06.jpg https://thiqn.com/assets/images/image07.jpg https://thiqn.com/assets/images/image03.gif https://thiqn.com/assets/images/image04.gif https://thiqn.com/assets/images/image02.gif https://thiqn.com/assets/images/image12.png Graphic of the overall impact of workflow automation redesign: Decrease in support tickets, increase in user confidence, and increase in company efficiency and bandwidth https://thiqn.com/assets/images/image16.png Image showing an example trigger of "Buyer's Birthday in 5 Days" triggers the action of "Send Birthday Discount Email" 5 days before their birthday https://thiqn.com/assets/images/image34.png Chart of the system vs how users think. The system is technical configuration logic like triggers, conditions logic, fragmented panels, database fields, and nonlinear. How users think is cause-and-effect statements, linear sequences, and natural language https://thiqn.com/assets/images/image27.png Chart of the system vs how users think. The system is technical configuration logic like triggers, conditions logic, fragmented panels, database fields, and nonlinear. How users think is cause-and-effect statements, linear sequences, and natural language https://thiqn.com/assets/images/image23.jpg Image that says "Key pattern: Workflows were completed successfully but users still lacked confidence in what they had configured The only consistent pattern was the lack of a pattern in user behavior" https://thiqn.com/assets/images/image35.png https://thiqn.com/assets/images/image28.png Image showing a flow of how the workflow problem came to be from the text above from how company acquisitions caused more users, making customer support overwhelmed and thus the Design Team being tasked with finding the UI issue https://thiqn.com/assets/images/image29.jpg Image that says "Initial Assumption: Management believed the problem to be a UI issue and that resolving it would reduce support tickets quickly: A confusing screen could be identified, mislabeled step could be found, a missing affordance could be located https://thiqn.com/assets/images/image30.png Graph of the expectation of the problem we would find with 4 quadrants and 2 scales from complex tasks to simple tasks and localized issue to system-wide issue. There is a cluster between the expectation being a localized issue with simple tasks. https://thiqn.com/assets/images/image33.png Graph of the reality of the problem we found with 4 quadrants and 2 scales from complex tasks to simple tasks and localized issue to system-wide issue. There is no cluster in any quadrant as user's had different feedback and there was no clear pattern https://thiqn.com/assets/images/image31.png Image of recurring language in support calls where users repeat the same structure of "'When this happens, I want this to do this', 'After this, it should send this', and 'If this happens, then this should happen'" https://thiqn.com/assets/images/image17.png Image that says "Workflow Automation Analytics: Expectation: Drop-offs at specific steps Recurring failure point Observed: Users completed workflows No failure clustering Did not explain why users were still contacting Customer Support." https://thiqn.com/assets/images/image20.png Image that says Customer Support Insights: Expectation: One recurring point or UI element of confusion Observed: Confusion across triggers, conditions, sequencing, terminology, system Could not point to a single broken interaction, suggesting not just UI https://thiqn.com/assets/images/image21.png Image that says Support Call Observations: Expectation: Visible usability breakdown Observed: Users followed instructions Systems executed correctly Users still unsure of outcomes Users needed Customer Support to confirm that what they had built matched https://thiqn.com/assets/images/image32.png Chart of the system vs how users think. The system is technical configuration logic like triggers, conditions logic, fragmented panels, database fields, and nonlinear. How users think is cause-and-effect statements, linear sequences, and natural language https://thiqn.com/assets/images/image40.png Chart of the system vs how users think. The system is technical configuration logic like triggers, conditions logic, fragmented panels, database fields, and nonlinear. How users think is cause-and-effect statements, linear sequences, and natural language https://thiqn.com/assets/images/image41.png https://thiqn.com/assets/videos/video09.mp4.jpg Video09 Uploaded video. https://thiqn.com/assets/videos/video09.mp4 https://thiqn.com/assets/videos/video02.mp4.jpg Video02 Uploaded video. https://thiqn.com/assets/videos/video02.mp4 https://thiqn.com/assets/videos/video04.mp4.jpg Video04 Uploaded video. https://thiqn.com/assets/videos/video04.mp4 https://thiqn.com/assets/videos/video05.mp4.jpg Video05 Uploaded video. https://thiqn.com/assets/videos/video05.mp4 https://thiqn.com/assets/videos/video06.mp4.jpg Video06 Uploaded video. https://thiqn.com/assets/videos/video06.mp4 https://thiqn.com/assets/videos/video07.mp4.jpg Video07 Uploaded video. https://thiqn.com/assets/videos/video07.mp4 https://thiqn.com/assets/videos/video08.mp4.jpg Video08 Uploaded video. https://thiqn.com/assets/videos/video08.mp4