What

The client needed support in two key areas for its design practice made up of around 300 designers. The first focussed on improving adoption of the central design platform, serving as a knowledge base to all practising designers and the wider business about design. The second challenge involved researching and piloting a new tool and process for overseeing design work.

How we helped

The Onward Labs team gave each of the client’s problems individual attention, providing unique solutions to each.

Improving adoption of the central design platform

As one of their primary initiatives, the Onward Labs team took the proactive step of setting up a dynamic Google Data Studio dashboard. This dashboard became an invaluable tool for monitoring key user behavior on the platform, including metrics such as daily user visits, downloaded content, and page visits. The near real-time insights provided by the dashboard enabled the client to understand precisely how users were engaging with the site and assess the impact of their adoption initiatives effectively.

In addition to data-driven insights, the team focused on formalizing user segments using the central design platform. By identifying and categorizing various user types, the team gained invaluable insights into the unique needs of each group. This comprehensive understanding allowed the team to recommend targeted improvements that served each user segment better, enhancing overall user experience.

Establishing themselves as a central point of contact for the platform and fostering direct user engagement was another key pillar of the team's activities. To achieve this, they implemented a monthly user forum, providing a platform for users to voice their opinions and concerns. By actively collating and incorporating user feedback, the team continuously worked towards improving the platform to meet user expectations. Additionally, the team employed multi-channel messaging to keep users updated with the latest content and features on the site, ensuring a seamless and informed user experience.

Piloting a new tool and process for overseeing design work

As a strategic objective of the design practice, there was a crucial need to introduce a standardized approach for governing work among all design practitioners, thereby advancing the client's digital maturity. To achieve this, the Onward Labs team adopted a systematic change management methodology known as ADKAR. This approach involved conducting in-depth user research, running awareness sessions, and carefully selecting participants for the pilot program. Throughout the pilot phase, the team provided extensive support to the users and generated valuable recommendations for the client, aimed at continuously improving the product and service.

Furthermore, the Onward Labs team played a pivotal role in meticulously planning and closely monitoring the technical development of the tool, as well as the content. Their involvement ensured that both aspects of the project progressed efficiently and in alignment with the overarching goals.

Result

Overall, through their strategic initiatives, the Onward Labs team demonstrated their dedication to data-driven decision-making, user-centricity, and consistent engagement, resulting in a highly optimised and user-friendly platform that delivered significant value to the client and its user base.

By applying the ADKAR change management methodology and diligently overseeing the development process, the Onward Labs team demonstrated their commitment to driving meaningful transformation within the design practice.