Building the Team
→ Team scaled
→ Process Redesigned
→ 80% Output Lift
→ Team scaled
The Challenge
United Airlines is the largest airline in the world. However, the UX maturity of this organization is relatively low. The challenge becomes how do we raise the maturity level, increase productivity, and produce a better quality product within an extremely challenging waterfall environment. Additionally, how can we create a healthier culture that encourages collaboration within the design team and our partners?
The Solutions
- Research existing processes and structures.
- Create new processes to manage time.
- Develop close working relationships with our partners.
- Promote collaboration within the design team and our partners.
- Develop a healthier culture through team-building exercises, mentorship, and open communication.
My Role
I was recruited as a Lead Product Designer for one of United’s largest internal products, Navigator. Upon arriving at United, I discovered there was no palpable leadership, structure, or parameters for my role. Given this environment, I consciously decided to provide leadership and structure to this group of five designers and two outside vendors. My goal was to build a culture of teamwork, collaboration, and a healthier, more productive work environment.
Initial Findings, First 30 Days
Team Culture
Outside of a biweekly standup with our research counterparts, no real culture existed. Designers would meet 1:1 to align on overlapping workstreams occasionally, but there was very little collaboration.
Team Structure
Unfortunately, very little structure existed. Designers spent their days jumping from meeting to meeting with our business and development partners, including hour-long daily grooming sessions. They often designed in short increments between meetings. I also found that our business and development partners would randomly pull designers into unnecessary meetings.
Team Environment & Product Process
Initially, team morale was low. Designers were on the verge of burnout and often encountered unwarranted and contentious exchanges from our business and development partners. As I researched further, I discovered that the root of the problem had to do with inaccurate status reporting and product process issues. The business would often be behind schedule, and as a result, the design phase would be marked at risk.
Designing Solutions
Given the product’s complexity, scale, and environmental challenges, multiple solutions were needed to bring this team back to life. I accomplished this by implementing the following:
• Developed a designer’s workweek schedule. This schedule included 1:1 weekly meetings with the design lead, two weekly standups with our research partners, and an hour-and-a-half weekly design review/working session.
• Removed all unnecessary meetings from the designer’s schedules.
• Taught designs to lead design working sessions with product teams twice a week per workstream.
• Collaborated with development and business counterparts to resolve worker conflicts.
• Modified our product development process to allow for greater flexibility and collaboration.
• Worked with our development partners to ensure accurate status reporting.
• Coached and mentored designers to build morale and create a culture of collaboration and teamwork.
• Clearly defined my expectations, design culture, and product design process.
Management Artifacts
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Navigator 2024 Results
Conclusion
I was able to dramatically improve the team’s output and culture with a combination of leadership and soft skills. By implementing a structured schedule, eliminating unnecessary meetings, and building a collaborative team environment, the design team had the time and space to focus on their core tasks. As a result, we double the output.
In addition to the improved output, the Navigator environment also improved. Taking the time to build relationships with our business and development partners proved to be extremely fruitful. Working with our partners to improve the accuracy of status reporting and modifying our product process resulted in less conflict and dramatically enhanced the reputation of our design team.