Enabling Global Expansion:
DesignOps for scaled delivery

Enabling Global Expansion:
DesignOps for scaled delivery

Enabling Global Expansion:
DesignOps for scaled delivery

CLIENT

Santander Bank

ROLE

UI/UX Designer

TIMELINE

Jul 2022 - Mar 2024

Joined the company as a founding member of the design team. Before releasing the Minimum Viable Product (MVP), we identified a significant challenge—users were experiencing delays in back-office operations, with response times falling short of expectations, but not just that.

PROBLEM

PROBLEM

With a limited number of designers, content, and research, we had to identify problems to increase the level of interaction to provide the best customer service, grow our team, present patterns, and maximize delivery impact.

SOLUTION

SOLUTION

Develop templates for the most frequently used scenarios and document them clearly.

Develop templates for the most frequently used scenarios and document them clearly.

Connect your site to the most popular apps out there.

Practice crazy 8 with the design team for new component suggestions for library.

Support file with description of the steps, how we arrived at the result and the possibility of copying/pasting.

SUPPORT MATERIAL

SUPPORT MATERIAL

Clear guidelines on when and where to appropriately use different components.
Clear guidelines on when and where to appropriately use different components.

Access to the client’s component documentation was bureaucratic, and we did not have permission to access it. I identified the behavior in other products accessible from the bank and merged them as used in Plard. In addition to adding a note to each component on how it could be used, I created templates to copy and paste, which resulted in a 50% reduction in design revisions and a 25% increase in overall project efficiency.

Document the project's evolution, highlighting key stages and adaptations made to improve deliveries.
Document the project's evolution, highlighting key stages and adaptations made to improve deliveries.

The project was moving at startup speed. Changes were frequent and our team needed to adapt to each one of them, delivering quickly, understanding the structure, and passing on knowledge. We had three phases and each one was adapted to the scenario. To not lose track of history and to support the team, we created a document specifying when, how, where, and why each decision was made.

Develop a comprehensive onboarding process emphasizing the need for agility, precision, and quality in deliveries.
Develop a comprehensive onboarding process emphasizing the need for agility, precision, and quality in deliveries.

Because we were always moving at lightning speed and in high demand, when we had new members it was difficult to pass on knowledge about the product, changes, and way of working in a way that did not impact our delivery. Creating an onboarding support material was one of the points I gathered from the workshops we held.

IMPACT

IMPACT

To streamline prototype development and maintain consistent work across sprints, the team implemented a library of reusable screen and journey templates/presets by Q2 2023. This significantly reduced workload and improved 25% design efficiency.

To streamline prototype development and maintain consistent work across sprints, the team implemented a library of reusable screen and journey templates/presets by Q2 2023. This significantly reduced workload and improved 25% design efficiency.

Documentation of the first stage of the project and how it was structured.

Organized production flow of delivery material.

REFLECTIONS

REFLECTIONS

In retrospect, all the work put into structuring design processes, documentation, and team enablement became instrumental for those who remained on the project. As the team was reduced, this foundation allowed them to seamlessly transition into implementing IA, ensuring continuity and scalability despite the challenges.

In retrospect, all the work put into structuring design processes, documentation, and team enablement became instrumental for those who remained on the project. As the team was reduced, this foundation allowed them to seamlessly transition into implementing IA, ensuring continuity and scalability despite the challenges.

Leticia Magretti ✨ Made with Framer