As technology continues to advance at a breakneck pace, complex workflows can easily disrupt user satisfaction. In the context of UX for complex systems, these intricate workflows slow people down, cause frustration, and reduce productivity.
When a product’s main purpose is to provide a solution, a complicated workflow can get in the way. This is especially true for enterprise companies, where heavy systems are common.
Sure, complex products often have powerful features and endless possibilities. But that same complexity can lead to unhappy users and poor results. It doesn’t have to be this way. By simplifying workflows, companies can boost both satisfaction and performance.
In this article, you’ll learn about the causes of workflow complexity and how to design with simplicity in mind to create a smoother, more intuitive user experience.
Let's dive in!
Understanding Workflow Complexity in UX for Complex Systems
What Are Complex Workflows?
Complex workflows occur when processes involve too many steps to achieve a desired outcome. Take, for example, a new app for clinic services. You want to book a hospital appointment and confirm the time. The app offers an online booking system, but the onboarding steps require you to fill in extensive health details, some of which you might not even know.
When you try to skip these unnecessary steps, the app blocks you from proceeding. You’re forced to complete all five or even seven steps before reaching the booking system. This is a perfect example of a complex workflow—a process that requires multiple steps, often more than necessary, to complete a task.
The Importance of Usability Testing for Workflow Optimization
To avoid frustrating users with complex workflows, I always recommend usability testing with real users. This helps identify specific pain points and areas where the product needs improvement. Workflow optimization plays a key role in this process as it allows designers to streamline user interactions and eliminate unnecessary steps.
Usability testing gives you a firsthand look at how users interact with your product, and, more importantly, it allows you to ask questions that provide deeper insight into their experience. Once I’ve conducted these tests, I analyze the data to find solutions that will enhance the user experience.
Streamlining Workflows: Why Less is More in UX
My design process follows a simple rule: less is more. This strategy helps me create user-centered products focused on providing fast, efficient solutions. Minimizing unnecessary steps and streamlining workflows allow users to quickly understand how to resolve their needs.
The result? High usability. When users engage with my designs, they clearly understand the product’s purpose and the options available to them.
Usability as the Foundation of Product Success
Usability is the cornerstone of any product's success. It determines how satisfied users will be and how well the product performs in the market. For enterprise companies, where products are often complex, usability should be the guiding principle.
Interestingly, older products tend to have more features, but that doesn’t always mean a better user experience. Even new products can start off with overly complicated workflows. It all depends on the company's goals and the balance they strike between functionality and simplicity.
The Challenge of Enterprise-Level Products
In some cases, products contain mini-products within them, adding layers of complexity—one of the main challenges in enterprise UX design. While some complexity is expected, it should be avoided whenever possible to prevent overwhelming users.
Different types of companies, whether outsourcing, agencies, or product-based companies, all need user-centered solutions. However, for product-based companies, usability is critical because their income depends on the success of their digital products.
If a product is well-designed and meets users' needs, it keeps them satisfied and ensures the business's long-term success.
Common Causes of Workflow Complexity
Workflow complexity can emerge at any stage of a product’s lifecycle, from onboarding to booking systems to order processes. It’s important to keep these steps as streamlined as possible.
Ideally, a workflow should involve three steps, with five as the absolute maximum. While exceptions exist, they should be rare and well-justified, as usability principles should always come first.
Outdated Systems
One of the most common causes of complex workflows is outdated systems. Startups have the advantage here—they are often new, flexible, and open to experimenting with cutting-edge technologies. In contrast, enterprise-level companies may be dealing with systems that have been around for years, even decades.
The technology from a decade ago simply can’t compete with the capabilities of today’s solutions. Enterprise companies may struggle to update their systems for a variety of reasons: budget constraints, developer resistance, or simply an ingrained reliance on older technology. These factors make it much more difficult for established companies to adapt than for startups.
Overwhelming Functionality
Another cause of workflow complexity is excessive functionality. When a product tries to do too much, it becomes easy to overwhelm the user. Features pile up, adding layer upon layer of steps that can confuse and frustrate the user. To counter this, companies must streamline workflows by focusing on core functionalities and eliminating unnecessary steps.
Enterprise-level companies often fall into this trap, as they aim to provide robust functionality but end up creating convoluted workflows. While these workflows may be designed with good intentions, they can quickly mislead users, leaving them stuck or unsure of how to proceed.
The Impact of Bias in Product Development
One of the more subtle causes of complex workflows is bias. When a product is developed based on someone else’s vision—whether it’s the manager, developer, or founder—rather than on the target audience’s needs, the result can be a product that doesn’t align with user expectations.
This often happens when the research phase is skipped or rushed, with speed to market prioritized over user-centered design. The final product may feature workflows, actions, and functionality that don’t match what the actual users want or need.
6 Principles for Simplifying Workflows
Simplifying complex workflows improves user experience and satisfaction. Several strategies make products easier to navigate, faster to use, and more enjoyable overall. The best approach depends on the specific product and its challenges, but these principles apply broadly.
Intuitive Navigation and Actions
Clear, intuitive navigation is one of the most important factors in reducing complexity. Users should never have to guess where to go next or struggle to find essential features. Simplifying navigation helps users accomplish their goals quickly without frustration.
To achieve this, remove unnecessary steps, combine related actions, and streamline decision-making. When users can easily understand the flow of actions and navigate without hesitation, they’re more likely to complete tasks efficiently. Tools like breadcrumb trails, clear button labeling, and simple menus can all contribute to intuitive navigation.
Key Actions Prioritization
Another effective way to simplify workflows is by focusing on the core actions that matter most. Every product should have one or two primary actions that users need to complete. By prioritizing these actions, you reduce distractions and keep users focused on what’s important.
The key actions should be prominently placed and easy to find, while secondary actions should take a back seat. This ensures that users can complete their main tasks without being overwhelmed by additional features or options. Highlighted buttons, clear call-to-actions, and minimal clutter are ways to implement this principle.
Consistency Enhancement
Consistency is a fundamental aspect of good design. When a product looks and feels the same across different pages or screens, users can navigate more easily because they recognize familiar elements. Reusing design components, patterns, and actions improves usability by creating a sense of familiarity.
For example, if a specific button color indicates a “Submit” action, that same color should be used across all forms in the product. Similarly, consistent iconography and layout patterns help users know what to expect and avoid confusion. This predictability allows users to interact with the product confidently, knowing they won’t encounter surprises.
Reduce Cognitive Load
Cognitive load refers to the amount of mental effort required to use a product. When workflows are too complex, users may become overwhelmed, which can lead to frustration or mistakes. Simplifying information presentation is key to reducing cognitive load.
Only display the necessary information at each stage, avoiding overloading users with irrelevant details. Break tasks down into manageable chunks, and present information in a way that’s easy to scan, using bullet points or headings. Simplifying the language used in instructions and minimizing decision points will further reduce the mental burden on users.
Help and Guide Users
Effective guidance and support are crucial for helping users navigate complex workflows, especially for first-time users. Providing real-time assistance, such as tooltips, status indicators, or prompts, can help users avoid confusion and mistakes.
Tooltip pop-ups can offer brief explanations of features, while status indicators can inform users about their progress in multi-step processes. Error prevention techniques, like disabling actions until required fields are completed, also improve user experience by guiding them through correct actions. Additionally, offering accessible help sections, tutorials, or onboarding guides can further support users as they learn the product.
Testing and Iteration
A final and often overlooked principle is the importance of continuous testing and iteration. Once a workflow has been simplified, you need to test it with real users to gather feedback and identify any lingering pain points. Usability tests, A/B testing, and regular updates based on user feedback can help you further refine the product over time. Iterating based on real-world use makes sure the workflow remains efficient and user-friendly as needs evolve.
Conclusion
Complex workflows can be an inevitable part of any robust product, allowing users to achieve valuable results through advanced features. However, these workflows must be designed with the user in mind. The principles outlined above demonstrate how thoughtful design can transform a complicated process into a seamless experience.
By focusing on simplicity and usability, you can create workflows that empower users and enhance satisfaction and loyalty. Ultimately, user-friendly workflows lead to long-lasting benefits, from increased productivity to stronger user retention and overall product success.
