Turning a stalled migration into an 81% success rate

The challenge

Automation Anywhere had just launched Automation 360 (A360), a cloud native platform meant to replace the legacy on-premise product. The upgrade itself was not in question, but the path to it was: customers ran into conflicting instructions scattered across support emails, documentation, a community forum, and account managers who each gave a slightly different answer. Hesitation set in, migrations stalled, and the business risked missing its own target for moving the installed base to A360.

The problem

Design principles

Research and discovery

We ran 14 interviews across customer segments to trace the current migration workflow, the blockers and anxieties customers hit along the way, and the gaps and duplication across the channels they were bouncing between.

• The current migration workflow
• Major blockers, anxieties, and points of confusion
• Content gaps and redundancy across channels

That research became a full user journey map that showed where support, communication, and tooling broke down, and pointed to the moments where a small design change would cut the most friction.

Key findings

• Migration steps were scattered across disconnected documents and portals
• Customers had no visibility into their progress or what to do next
• There was no single source of truth for help, status, or context

Design strategy

The answer was the Migration Success Kit: one portal in place of the emails, PDFs, and community threads customers had been stitching together on their own.

Core features

• Personalized guidance. The toolkit read each customer's current environment and tailored the migration path to it.
• Progress tracker. Customers could see exactly where they stood and what was left.
• Expert insights. Short videos from internal experts explained the steps that carried the most risk.
• Actionable checkpoints. Customers checked off finished steps, which cut the uncertainty of not knowing whether something had worked.
• CRM integration. Progress synced to the CRM so relationship managers could step in before a customer had to ask for help.

Design process

Three weeks of design work, then three more weeks to take it to production.

1. 01

   Discovery workshops

   Worked with internal stakeholders to understand the business goals and the pain points behind them.

2. 02

   User journey mapping

   Marked out where in the journey customers got frustrated and where the opportunities were.

3. 03

   Low-fidelity sketches

   Explored layout and flow through quick hand-drawn wireframes.

4. 04

   Internal reviews

   Validated early concepts with the cross-functional team.

5. 05

   High-fidelity prototypes

   Designed the polished visuals for the key workflows.

6. 06

   Executive presentations

   Aligned stakeholders around the prototypes and what customers had told us.

Final deliverables

• End to end UX flow for the Migration Success Kit
• Interactive high-fidelity prototype, desktop first
• CRM integration spec for engineering
• Expert video storyboard templates for customer education
• Design documentation for handoff and scalability

The interface

The finished interface walked customers through the migration one phase at a time, with the current phase highlighted, each step expandable into detail, and video walkthroughs embedded directly in the flow.

Results

Key learnings

Personalization is critical

Tailoring the guidance to each customer's environment made it feel relevant instead of generic; people told us they felt more confident once the instructions matched their own setup.

Visibility drives confidence

A clear view of where they stood cut support escalations and cut the guesswork that had been driving anxiety in the first place.

Simplicity matters

Breaking the migration into small, checkable steps made a complex process feel manageable, and completion rates rose because of it.

Expert guidance builds trust

Short videos from people customers already trusted made the harder technical decisions feel less risky.

Reflection

This project was a reminder of what grounding decisions in real user insight and close cross-functional work can do: we shipped something that mattered in weeks, not months, and left the team with a foundation for trust that outlasted the project itself.