Design Leadership
Felix — Reimagining workforce operations through AI
Overview
Felix began as a chatbot-style AI assistant used to answer questions and provide operational support.
Working closely with business and product leadership, I helped define a broader vision: transforming Felix from a standalone AI agent into the central operating system for workforce operations.
Rather than requiring teams to navigate multiple tools, dashboards, and workflows, Felix would become the intelligence layer connecting them all—proactively identifying issues, coordinating actions, and enabling faster decision-making across the business.
This work established the strategic direction, interaction model, and ecosystem vision for the next generation of AI-powered workforce management.
The Challenge
Operational teams managed staffing, compliance, fulfilment, forecasting, and payroll through a fragmented collection of systems.
As a result:
- — Critical information was spread across multiple tools
- — Operational issues required manual investigation
- — Decisions were often reactive rather than proactive
- — Scaling operations meant increasing headcount
Investigating a single issue could take 15–20 minutes before action could even be taken.
The challenge wasn't improving individual workflows.
It was redesigning how operational decisions were made.
My Role
I partnered with executive stakeholders, product leaders, and engineering teams to define the future vision for Felix.
My responsibilities included:
- — Creating the long-term product vision
- — Designing the AI interaction model
- — Defining how autonomous agents would operate across workflows
- — Developing high-fidelity prototypes to validate concepts
- — Aligning stakeholders around an AI-first operating model
The Vision
The key shift was moving Felix from a chatbot to an ecosystem.
Instead of asking AI for information, Felix would actively monitor operations, identify risks, recommend actions, and automate decisions where appropriate.
The platform evolved into six connected experiences:
Inbox Decision-ready operational issues requiring attention. | Agent Hub Visibility into autonomous agents working in the background. |
Operations Hub Live operational insights, forecasting, and scenario planning. | Ask Felix Conversational access to workforce intelligence. |
Train Felix Governance, rules, policies, and AI behaviour management. | Felix Performance Transparency into automation, confidence, accuracy, and business impact. |
Key Design Principles
AI as a Decision Engine Felix continuously monitors workforce activity and surfaces only what requires human judgement. | Transparent Automation Every recommendation includes reasoning, supporting evidence, and confidence levels. |
Human Control High-confidence actions can be automated while more complex decisions remain human-led. | One Ecosystem A connected experience replacing fragmented operational workflows. |
Impact
Although still in early-stage development, the work has already:
- — Established the organisation's vision for AI-powered operations
- — Influenced strategy around agentic systems and automation
- — Created a foundation for future product roadmap planning
- — Enabled stakeholder alignment around a shared AI operating model
- — Validated complex workflows through interactive prototypes
Stakeholder Feedback
“An incredibly exciting design that uses AI to solve real operational challenges, pushing us towards a future of agentic workforce management. Excited to see how this evolves into our future product.”
Senior Product Director
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