I Built an Automated Triage System to Streamline Design Requests
Summary
What started as an attempt to protect an overloaded designer became a more sustainable solution: an automated triage system that brought structure to messy, repetitive design requests.
By centralizing submissions and automating task routing within the Microsoft ecosystem, I created a workflow that reduced daily friction, improved visibility, and gave the team a clearer, calmer way to manage incoming work.
This case demonstrates my ability to:
Turn messy workflows into clear, structured systems
Create processes that make work easier
Build solutions that continue working even when I step away
Create clarity in environments where “everything feels urgent”
Design processes that reduce stress and increase focus
The Story Behind
Here’s the full story behind why the automation was created and how it was created. Who knows? Maybe you can pick up an idea or two.
The Problem
The whole situation was the typical “one person leaves, but the company doesn’t hire a replacement”. Originally, there were two graphic designers: one overseas, and one in the Philippines, who was directly reporting to me.
The overseas designer had left the company, leaving my direct report the sole person to take care of the workload. I was not given an option to hire a replacement locally, and there was no move to hire a replacement overseas either. My direct report is now asking for help and of course, I need to come up with a solution to prevent burnout.
The first idea I implemented was to step in directly. I wanted to reduce the amount of noise directed towards the graphic designer so that they can focus on their work. I essentially became the front desk, and through a kanban board, I created task cards and indicated priority levels.
Here’s what I found out:
Design requests could come from anywhere. It could come from a chat in Microsoft Teams, an Outlook email, or even verbal ideas thrown around in a meeting. It was unstructured and usually lacked the input needed to start the task.
Most of the requests were repetitive.
Gatekeeping my graphic designer made me a bottleneck. Why? Because being the front desk for the design department is just one of my many other To Dos.
It became tiring and frustrating because:
Some people still went to the graphic designer directly
I had to set aside my own workload just to chase some people over small, but important details for their design request on behalf of the designer (it was already an escalation by that point because clarification was not achieved after follow-ups)
Everything was urgent, and after submitting outputs for quality checks, the people requesting them do not respond with the same urgency they told us to give.
The Turning Point
One day, I had enough. The initial solution was not sustainable at all and I needed a new one. Here’s how my thought process went during this stage in chronological order:
The work was repetitive, meaning it could be automated.
Automation was a big deal at the time and was growing in popularity. However, it was one of those “do I need to be a programmer to do this?” kind of situation.
I happen to have programming background. I learned Python in high school and was pretty good for a high school level. How does this help me?
This background reduced my fear of getting deep into the technical side. I saw what programming looked like and if I could do it, I think I can do anything.
A basic skill in programming was how to think in detailed processes. When you automate something, you’re basically just telling a computer what to do step by step.
I looked around in the organizational toolbox and found Power Automate. It was literally in the name.
I did a little prayer and opened the program for the first time in my career.
I created a workflow and found the long list of triggers. Guess which among the list lit a lightbulb in my brain? Microsoft Forms.
The design workflow is triggered by a person requesting something, but they have to give certain information in exchange. Microsoft Forms was the exact tool we needed.
That was just the beginning. I went back to Power Automate and checked what actions and processes it could do. My eyes stopped at Microsoft Planner. Bingo!
Time to put it to the test!
I have the pieces and have confirmed the possibility that these pieces can connect into a full workflow.
The Solution
Here’s the step by step process of how the vision became reality:
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Audit how requests are submitted and tracked
Identify all possible submission channels being used
Map possible bottlenecks between request, prioritization, and execution
Assess existing tools and how they are being used
Identify any constraints: we can’t outsource or get an additional tool outside of Microsoft ecosystem
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Build an automated triage system using:
Microsoft Forms as the standardized submission portal
Microsoft SharePoint as the access point and internal portal
Power Automate to route submissions and create tasks to Microsoft Planner
Microsoft Planner receives tasks into the To Do column for the Designer’s kanban board
Ensure that the system is capable of the following:
Collect required information upfront
Automatic task creation
Enable workload visibility
Centralized tracking
The submission form should collect the following information:
Who is requesting
Substitute contact person in case of absence of the original requestor
What are they requesting, and the specific details
Deadline
Urgency level
Attachments / Link to relevant assets
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Align with the graphic designer on the new system and its structure
Roll out the portal company-wide
Communicate the system change via Microsoft Viva Engage company channel
Redirect all design requests to the new submission system
Create a quick guide for stakeholders on structured request submission, terms, and conditions
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Open channels for feedback
Adjust the system components (frontend / backend) interface and fields based on feedback
The Results
Gained back 30-45 mins of my time daily that was eaten up by manual triage and data collection
Enabled self-service design request submission
Eliminated decentralized request channels
Reduced the effort spent on gathering missing/additional design input
Reduced risk of burnout
Improved prioritization of tasks
Important Notes
There are things in the background that made this process automation work for me and the graphic designer:
After implementation, my graphic designer and I had to promise to be strict and redirect everyone else to the design request form. If you allow one exception, many more will follow.
Automating the triage system does not lessen the demand.
Transparency is key. There is always a need to communicate the current resource capacity to manage expectations of people. This is not a bad thing. In fact, most people will understand and will extend their deadlines.
Humans have limits. The graphic designer’s capacity remains the same. If you have a high-performer who doesn’t like resting until all work is done, burnout risk is still high. You need to teach your people that rest is a requirement, not an optional.
