Unified Design Processes at Servicerocket
Involvement
Leadership
Design Ops
Design Empowerment
Organization
ServiceRocket
Summary
Inherited a design chaos at ServiceRocket. Within a year, I led a process overhaul – design system, foundations, streamlined listings.
322
%
Increase in design team delivery output
75
%
Increase in individual designer productivity
Leadership isn't always a choice, but an act. It's a philosophy I've embraced since my high school days, where I found myself leading projects by recommendation rather than self-nomination. This innate drive to improve and build something better translated perfectly into my design career.
Design Landscape in Silo
When I joined ServiceRocket in 2021, our design team was a bit of a free-for-all. Each project was a unique adventure, with designers often reinventing the wheel. We needed a system, a process, a design revolution.
Inefficient Workflows: Designers were spending too much time figuring out where to start.
Inconsistent Design: Lack of standards led to a fragmented user experience.
Slow Delivery Times: Projects were taking longer than necessary.
2 weeks
average delivery time before my leadership
14 issues
per designer before my leadership
From Designer to Design Leader
While leadership wasn't necessarily the title I sought, I saw an opportunity to make a positive impact. I started small, proposing initiatives that would lay the groundwork for a more unified design approach. This included:
Building the Foundation
The first step was to lay the groundwork. I analyzed our existing processes, identified bottlenecks, and set clear expectations for the team. In a nutshell, there are lack of key information that can help designers in their delivery. We established a shared understanding of what "good design" looked like, and we started breaking down silos to foster collaboration.
Crafting a Infinite Design System
The problem I observed was designers tend to design from scratch which is a giant NO NO. I championed the development of a platform-based design system with Kelvin, my designer that could be seamlessly integrated across various tools, such as Atlassian, Miro, etc. This saved designers countless hours reinventing the wheel and ensured visual consistency across all our projects.
Streamlining Processes
There is a lot of automation in place such as reminding designers of missing requirements and auto-assigning respective members from different departments for sparring. By eliminating unnecessary steps and focusing on what truly mattered, we significantly reduced our delivery time.
Along the path of improving the design process, I was promoted to leadership spearheading the entire Design department after a year of joining ServiceRocket as a designer.
Efficiency Soars, Delivery Takes Flight
The impact of these initiatives was undeniable. The newly established design foundations and processes provided a roadmap for all designers, eliminating ambiguity and streamlining workflows. Our platform-based design system became a game-changer, allowing for faster iteration and implementation.
The numbers spoke for themselves. This translated to a significant increase in the volume of high-quality design work we could produce, ultimately contributing to Servicerocket's overall growth and success.
322%
increase in design team efficiency
75%
increase in individual designer productivity
57%
increase in individual designer efficiency
"Our team loves having him around and he's always been at the top of my mind when it comes to new initiatives. "
A Culture of Collaboration
But the benefits extended far beyond mere efficiency. The unified design processes fostered a stronger sense of collaboration within the team. Designers started sharing knowledge, best practices, and creative ideas more readily. This open communication and teamwork environment fueled innovation and led to the creation of even more impactful designs.
It's Not About Titles, It's About Impact
Leadership can take many forms. It wasn't about seeking a title; it was about identifying a problem and taking action to solve it. By focusing on building a strong foundation, creating practical tools, and fostering collaboration, I was able to empower our design team to achieve remarkable results.
It is more than just a success story; it's an invitation. It's an invitation to embrace leadership, even if it comes unexpectedly. It's an invitation to see challenges as opportunities and to continuously strive to improve the processes around you. Ultimately, the design journey isn't just about creating beautiful products; it's about building a foundation for success, one well-defined process at a time.
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Hakim Not Inc. 2024