xMatters Workflows Redesign

xMatters Workflows is a low-code automation platform and is essential to customers' incident response systems. Users build workflows that integrate with tools like ServiceNow and Datadog to enrich alert data for Site Reliability Engineers and emergency responders. However, navigating to different workflows was cumbersome and the code needed replacement to address security vulnerabilities.

Existing xMatters Workflows UI

I began by analyzing 24 existing customer requests. Three key themes emerged:

• Navigation / Discoverability

  • Flow Designer, the xMatters Workflows low code editor is a highly accessed feature, yet difficult to navigate to

  • difficult to locate specific workflows

• Confusion with Forms

  • in xMatters, a user sets up forms that are later used to collect information when a workflow runs

  • these forms are used in workflows in different ways: messaging, automations, initiating incidents. setup process is not straight forward

• Permissions and Access Control

  • customers requesting Read Only access restrictions

While some feedback aligned with our initial themes—particularly around navigation—a key tension emerged: some users wanted comprehensive workflow metadata upfront while others preferred streamlined views. Using ChatGPT to analyze feedback patterns, I identified distinct user personas with fundamentally different information needs: workflow creators (who build and maintain workflows) versus workflow initiators (who run them). This insight shifted the design strategy from a one-size-fits-all approach toward customizable interface configurations that could serve both groups."

My approach to this work followed an iterative discovery process—examining existing data, forming curious assumptions, and cycling through wireframe iterations while interviewing subject matter experts. Each round of mockups and stakeholder reviews uncovered new insights that refined the design direction. Legacy user behaviors and technical constraints also focused the solution.