HeadCheck Health Processes
UX and Product Processes
Restructuring, designing, creating, and maintaining internal team processes for the product team, and for cross-functional collaboration between other teams (Sales, Marketing, etc) and myself.
Responsible for:
Process Development, UX Strategy, UX Leadership
BUILDING PRODUCT PROCESSES
When I was first brought on to HeadCheck Health, there was no design process in place, nor were there any processes set up on how a designer would collaborate across all departments.
Creating a Plan:
For product processes, I brought the product team together initially to brainstorm ways we envisioned collaborating, any internal concerns, and how we all liked to work (in constant collaboration, by ourselves, etc).
From my meeting with the product team, I learned:
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The team wanted to be more involved in the design process
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The team was worried about being able to deliver so much work within a tight timeframe
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There was curiosity around understanding how their work was projected to impact the product over the next year.​
Using the insights learned from the meetings, I rolled out several communication channels:
Using the learnings from the meetings, I introduced a few things:
1) Set up weekly developer + design meetings to present the bigger picture design roadmaps, snapshots into upcoming changes, and to understand feasibility.
2) Created a slack channel between the developers and myself for quick questions.
3) Created a space for documentation on developer + design meetings on Confluence, added meeting notes into this section, and tagged relevant individuals on important action items if necessary.
4) Did Lunch n' Learns to show my work, what the design process looked like, and how that was important for the product.
5) Set up weekly QA meetings to answer questions about implementation. These meetings were subject to cancellation if the QA team had no questions that week.
Through these I enabled my team to gain clarity on their objectives, empowering them to produce their best work. Most importantly, it provided me with insights into their individual unique strengths, allowing me to strategically delegate tasks that aligned with their strengths and capabilities and set them up for success.
BUILDING CROSS-FUNCTIONAL PROCESSES
To build processes connecting my work to the rest of the team, I underwent a similar process.
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I sat down with leadership, Customer Success, Marketing, and Sales to understand their questions on my work and what they were looking for me to communicate.
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From these meetings, I learned:
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Customer Success was in constant communication with customers, and the CS team was looking for ways to communicate customer knowledge and feedback to me.
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Marketing wanted to know any upcoming product changes, in order to communicate these product changes out.
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Sales wanted to share prospective customers' feedback with me, stay updated on product changes which would be rolling out, and was also looking to ask questions on product features and functionality.
1) Created a Slack channel between myself and the Customer Success team where any CS team member could post in any customer feedback or concerns they received.
​2) Created a Slack channel between myself, leadership, and Sales for any Sales team member to ask questions on product features and functionality.
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I also made sure to follow all my projects through with any of the following applicable actions:
1) If a completed design project directly related to a specific Customer Success team member's customer, I would communicate the progress and completion of the project directly to that team member.​​
2) If a feature or functionality I rolled out would impact any of the Sale's feedback that came in, I would make sure to directly let the Sales team know.​
3) I maintained close communication with the marketing team in terms of product and project updates, so they were aware of any changes happening.
Throughout all of my tasks, I worked closely with the product team and leadership to ensure I was meeting business and team needs, and that there was open communication of my work and strategies across all teams.