Workflow Routing Redesign
Transforming approval workflows from timeline to matrix
UX Designer — Sole Designer
Overview
Redesigned the workflow routing experience within Amazon's PLM system, restructuring the approval workflow from a vertical timeline into a scannable matrix that reduced edit cost and improved auditability.
The Problem
Routing state was too spread out to scan quickly. Simple edits like changing a reviewer type required 7 clicks and 2 modal dialogs. Comments and routing rationale were difficult to find when troubleshooting stalled Change Orders. The workflow tab was a passive history view rather than an active troubleshooting surface.
Approach
I conducted 8 semi-structured interviews to validate assumptions about information hierarchy and task flow. I redesigned the timeline into a routing matrix grouped by functional role, moved common edits inline, and unified fragmented comment channels into a single auditable model with a sticky comments column.
Workflow routing redesign: from vertical timeline to scannable matrix
Approval matrix with inline editing, workflow stepper, and grouped routing by functional role
Outcomes
Reduced a common reviewer-type change from 7 clicks and 2 modals to 3 clicks with no modals (57% reduction)
Made full routing context visible for at least 10 reviewers on one screen
Unified two fragmented comment channels into one auditable in-product model
Reflection
The strongest part of this project was narrowing the redesign to the highest-friction parts of the workflow and improving them without touching the routing engine. I focused on three things users depended on: understanding the current state, maintaining the matrix quickly, and finding the rationale behind a stalled approval.