Case studies / Felix
Reimagining workforce operations through AI.
- Discipline
- Product strategy, AI and design
- My role
- UX and Design Strategy Owner
- Worked with
- Executive, product and engineering leaders
- Stage
- Early stage development
Confidential: product, company and client names are anonymised and some details are simplified.
01 / Overview
From chatbot to operating system.
Felix started life as a chatbot style assistant for questions and operational support.
The work reframed it as the central operating system for workforce operations: a platform that monitors what's happening, flags risk, recommends the next action and automates decisions where it's appropriate.
02 / The challenge
The challenge wasn't improving individual workflows.
Staffing, compliance, fulfilment, forecasting and payroll all ran on fragmented systems. Information was scattered, investigation was manual, decisions were reactive and the only way to scale was more headcount.
15–20min
to investigate a single issue before any action could be taken.
03 / My role
Vision, model and alignment.
Partnering with executive stakeholders, product leaders and engineering teams.
- 01Defined the long term product vision
- 02Designed the AI interaction model
- 03Specified autonomous agent behaviour across workflows
- 04Built high fidelity prototypes to test concepts
- 05Aligned stakeholders around an AI first operating model
04 / The vision
Six connected experiences, one ecosystem.
Inbox
Decision ready operational issues that need 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.
05 / Design principles
Rules for trustworthy AI.
01
AI as a decision engine
Felix monitors workforce activity and surfaces only what needs human judgement.
02
Transparent automation
Every recommendation includes reasoning, supporting evidence and a confidence level.
03
Human control
High confidence actions can be automated, while complex decisions stay human led.
04
One ecosystem
A connected experience that replaces fragmented operational workflows.
Concept screens
Inside Felix
Concept recreations of the original work. Names are anonymised and data is illustrative.
06 / Impact
Setting the direction.
- Set the organisation's AI operations vision
- Influenced agentic systems strategy
- Created a basis for roadmap planning
- Aligned stakeholders around one model
- Validated 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 · Client, anonymised
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