Enterprise users struggled with HCL's legacy automation platform that forced them to work with tabular interfaces requiring manual syntax input, steep learning curves, and error-prone configuration. The system trapped users in spreadsheet-like interfaces where creating workflows meant writing complex syntax without visual feedback.

The transformation required moving to an intuitive drag-and-drop canvas where users could visually design and manage workflows. The key insight: automation is inherently visual – people think in "if this, then that" flows, not database tables.