Agentic AI workflow | B2B SaaS
Feature | 0 to 1
Challenge 🎯
HR, IT, and finance teams spend most of their day resolving repetitive tickets that don't need their expertise.
Goal 📔
Design a system where HR can define their process in plain language, and an agent executes it — freeing up HR admins' time for the complex work that actually needs them.
Results 💹
70% of action tickets auto-resolved.
Let's dive in
Overview ⭕️
Leena AI
Leena AI is a pioneer in Agentic AI Colleagues for enterprises - voice-enabled, personified AI coworkers prebuilt for IT, HR, Finance, and Procurement. They automate complex workflows across existing systems like Workday, ServiceNow, and SAP.
Agentic AI workflows
Designed both halves of an Agentic HR platform: a no-code builder that lets HR admins describe a process in plain language, watch it decompose into a structured workflow, test it against real data, and launch it live, along with some pre-built AI colleagues — no engineering required ( Part 1 )
and an assistant that executes multi-system requests for employees with full transparency and reversibility. ( Part 2 )
Timeline
12 weeks ( with design system )
NDA
In compliance with NDA agreements.
My role
· I led the design end-to-end
· Research - qualitative
· Information architecture
· Interface & interaction design
Team
· Collaborated with PM, understanding requirements and brainstorming ideas
· Worked with engineers checking feasibility
· Ran QA review pass before release
Understanding the "Problem"⁉️ ( part 1 )
The problem
The back office work is manual and repetitive
HR, IT, and finance spend most of their day on work that doesn’t need their expertise
Eg. HR is spending their day answering “how many leaves do I have left”, “can you send me my payslip”
The problem depth 1
A single employee touches multiple systems
One request from one employee requires HR to go into Workday then Service Now, then email, then SAP and then back to email
A human being is manually carrying information between systems that don't talk to each other
The problem depth 2
Tickets pile up and never fully resolve
70% of tickets are resolved by humans doing work that didn't need a human
The problem depth 3
Existing chatbot only answer questions
They don't do anything
A chatbot could tell about a policy, holiday list etc.
Chatbot couldn't apply the leave and update the workday
The problem depth 4
Building automation requires engineering, which takes too long
By the time it was built something had already changed
Why this mattered 💡
Enterprise HR tooling has mostly stopped at answering questions - chatbots that can tell an employee their leave balance but can't act on it. The bet here was that HR teams would trust an AI agent to actually execute multi-system requests, not just assist with them, and that removing engineering as a bottleneck would be the wedge that got enterprise HR leaders to adopt agentic AI at all. This builder was designed to generalize beyond HR - the same describe it, test it, launch it pattern extends to IT, Finance, and Procurement.
About users 👨👩👧👦
Two users: the HR ops person clearing tickets all day, and the HR leader who has to prove ROI.
Research 🔍
User interview insights
What an HR ops manager told me, sorted into six themes, from her daily queue to how she wants to edit.
Define 🔍
Point of view
One statement per user: who they are, what they need, and the insight behind it.
Define 🔍
The idea that hit both users most directly
Four ideas that served both users: guided capture, preview, gradual trust and live proof.
Solution 🔍
Approach/direction 1
A chat where HR teaches the AI their process. Dropped: admins didn't want to build the AI themselves.
Approach/direction 2
A welcome page showing what the AI can do. Dropped: it still asked HR to do too much up front.
Approach/direction 3
Ready-made processes to review and use. Kept: it shows value before any setup.
Iterated on approach 3
Six cards became three, then a list and detail split so the admin makes one decision at a time.
User flow ( high level )
Four steps: land on processes, open one, edit it, make it live.
Structuring & visualising the landing screen
Layout options for the HR, IT and Finance processes page. The thumbs up marks the one I took forward.
User flow 1 ( lo-fi screens )
The admin picks a ready-made process, changes one step by chatting with the AI, and takes it live.
User flow 2 ( lo-fi screens )
The admin monitors the live process: see what needs attention, open the request, act.
User flow 1 ( hi-fi screens ) - iteration 1
First full pass: processes, sub-processes, edit with AI, then live. The notes show what I changed.
User flows
Went back to canvas and created all different possible scenarios on a high level
User flow 1 ( hi-fi screens ) - final iteration
First visit with nothing connected, so the admin sees what to connect before anything can run.
Business "impact" 💰
-70%
Reduction in manual HR agent tickets for action-based tasks
10 mins
From plain language description to a live running process
0 code
Required to configure and launch a process
My "Learnings"
Interested in
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