AboutWork
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Role
UX Designer, UX Researcher
Duration
Jan - Dec 2023
Domain
Internal Tooling, Design Ops, Assistive Tech, Framework User Research
Overview
Here is how in 14 weeks I participated in a targeted research and design initiative to improve collaboration within remote Engineering, Product, and Design (EPD) teams.
[Estimated Reading Time: 5 minutes]
Research Objectives
The goal was to uncover the key challenges faced by remote EPD teams—We aimed to identify actionable opportunities to develop targeted solutions that boost collaboration and enhance overall product quality.
Key Takeaways
UX OUTCOME
Developed a collaborative framework that addresses communication gaps and decision-making inefficiencies.
Business Impact
Strategic roadmap to improve team alignment and productivity, ultimately enhancing product quality.
Research Insight
Identified four core themes that drive challenges and opportunities in remote collaboration.
“What are the common barriers that EPD teams face when working together?
User Research
What requires more research?
Secondary Research
where concerns lie
Reviewed historical data on collaboration challenges within EPD teams to identify recurring issues and areas for improvement.
Primary Interviews
what teams desire
Conducted interviews with 9 senior EPD members (3 from Engineering, 3 from Product, 3 from Design) using a set of “Golden Questions” to explore work history, responsibilities, and team dynamics.
Surprise Findings
How does this align with others?
Failed Communication
Poor communication leads to confusion, frustration, and demotivation among teams.
Fragmented Culture
A lack of cohesion negatively impacts both internal dynamics and product quality.
Misaligned Priorities
Unclear processes in decision-making and priority setting hinder effective collaboration.
Pain Point Synthesis
Mapped interview insights and secondary research findings to our four key themes, identified common challenges across Engineering, Product, and Design teams that confirmed our initial hypothesis.
Know Your Team
Taking time to know team members is beneficial especially new ones, should connect socially before diving into tasks.
Alignment is Important
Getting everyone on the same page is a significant challenge. Ensuring alignment can greatly enhance team effectiveness.
Tasks Take Time
Redistributing minor tasks to focus on strategic goals can benefit all employees by freeing up time for more impactful work.
Design System
What can we change and why?
KEY FEATURES
Assistant Integration Tool
Helping users budget their benefits by providing real-time tracking of transactions, alerts for low balances, and budgeting assistance. Helping users budget their benefits by providing real-time tracking of transactions, alerts for low balances, and budgeting assistance.
My Thoughts
  • Establishes a structured support system to reduce reliance on external feedback channels.
  • Enhances user trust and engagement by providing reliable customer support.
  • Automates responses to common issues, improving efficiency and response time.
KEY FEATURES
Facilitation: Squad Tools
Helping users budget their benefits by providing real-time tracking of transactions, alerts for low balances, and budgeting assistance. Helping users budget their benefits by providing real-time tracking of transactions, alerts for low balances, and budgeting assistance.
My Thoughts
  • Establishes a structured support system to reduce reliance on external feedback channels.
  • Enhances user trust and engagement by providing reliable customer support.
  • Automates responses to common issues, improving efficiency and response time.
Resolution
Where do we go next?
User Testing:

Pilot the collaborative framework with a broader group of remote EPD teams to validate design interventions.
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Iterative Refinement:
Gather feedback and refine the framework to better address evolving team needs.
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Process Integration:

Implement recommended enhancements, such as weekly standups and clear communication guidelines, across the organization.

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