Streamlining Design System Request Process with Improved Status Tracking
Table of Contents
Background
The current Design System Request (DSR) process lacks transparency and efficiency, causing significant issues for designers, developers, managers, and product owners. Users are frustrated by scattered information across multiple channels, with no single source of truth for the status of their requests. The lack of a formal review process and clear statuses makes it difficult for teams to manage their work effectively. The research was conducted through user interviews, scenario-based questions, and analysis of existing DSR documentation to develop user-centered solutions.
What is a Design System Request?
A Design System Request is a formal proposal for a new component, pattern, or update to the existing design system. These requests are submitted by designers, developers, or product owners and undergo a review process to ensure quality, consistency, and usability across all products.
What is wrong with the process?
Design System Requests were handled by either email, messages, work items (through Azure Dev Ops), or some combination of those. This meant that there could often be duplicate requests, stalled work, missed timelines, or stakeholders left out of the loop. This also means that any context surrounding DSRs were often lost due to broken email chains, messages deleted due to company policies, or work items not being updated. Each person also had their own level of specificity when it came to the progress of each request that was being kept track of, which led to confusion if the designer, management, or stakeholders changed.
Project Goal and Objectives
Goal
To improve Design System Requests (DSR) and their progress through the review process, making it more transparent and efficient for all stakeholders.
Objectives
- Identify and document pain points in the existing DSR status tracking process to establish a starting place for finding solutions.
- Understand user needs and expectations regarding status updates, timelines, and communication to properly set the scope of the problems needing to be solved.
- Synthesize research data into actionable recommendations for a user-centered status tracking solution to present to stakeholders.
- Provide a plan for iterative continuous improvement based on user feedback so that we can prevent this type of situation from occurring in the future.
My Roles
UX Researcher
Conducted user research to identify areas for improvement.
Collaborator
Work with stakeholders across design, development, and product teams to gather and incorporate insights.
Target Users
Designers, developers, managers, and product owners who rely on the design system and need to track the status of Design System Requests.
Research Methodology
User Interviews
Conducted in-depth interviews with designers, developers, and managers using open-ended questions and prompts to understand the users’ experiences with the existing status tracking process.
Scenario-Based Questions
Used scenario-based questions during interviews to understand how users currently manage multiple requests, track stalled items, and find details from past reviews.
Thematic Analysis
Analyzed interview transcripts to identify recurring themes, patterns, and user pain points.
Documentation Review
Examined existing DSR process documentation to identify gaps and areas for clarification.
Themes
Process Frustration
Many users expressed frustration with the current system due to its lack of transparency and efficiency.
Key Insight
The most significant finding was the lack of a central system, leading to confusion and inefficiency.
Recommendation
Establish a centralized DSR status tracking system, preferably in ADO, to increase visibility.
Information Overload
Users felt overwhelmed by scattered information and a lack of a single source of truth.
Key Insight
Users needed specific and easily understandable status labels, as well as clear definitions of what the various states mean.
Recommendation
Define and implement clear status definitions for tracking.
Time Sensitivity
Users emphasized the need for timely updates and status notifications to manage their work effectively.
Key Insight
There was a consistent request for a timeline view for each request, showing its progression and estimated completion time.
Recommendation
Integrate a timeline and/or calendar view for each request to show progress on the Design System Requests page.
Need for Formalization
Users wanted a formal and more consistent review and feedback process.
Key Insight
Users reported difficulties understanding the current review process, particularly for mobile vs. web requests.
Recommendation
Develop a formal review and feedback process, clarifying the steps and expectations for each type of request.
Need for Improved Communication
Key Insight
Users wanted improved methods of communication, including being notified when the status of items changes and clear communication of the types of assistance offered.
Recommendation
Incorporate regular status meetings to address questions and manage expectations, ensuring that all stakeholders are informed and aligned.
Mobile and Web Differentiation
Key Insight
Participants noted that the mobile process and the web process seemed very different.
Recommendation
Regularly evaluate the process, gathering user feedback for continuous improvement and adapting the process to meet the evolving needs of users.
Outcomes
Improved Transparency
Identified and documented pain points in the existing DSR status tracking process, leading to improved transparency, as evidenced by the establishment of a centralized tracking system.
Increased Efficiency
Understood user needs and expectations, resulting in increased efficiency, demonstrated by the streamlined workflow and reduced time spent tracking DSRs.
Better Collaboration
Synthesized research data into actionable recommendations, fostering better collaboration, as seen in the improved communication and alignment between designers and developers.
User-Focused Design
Provided a plan for iterative improvement based on user feedback, guiding us towards a user-focused design that adapts to the evolving needs of users.
Impact
Actionable Recommendations
The research generated clear, actionable recommendations for improving the DSR status tracking system.
User-Focused Design
Emphasis on a user-focused approach guided us towards solutions that meet real needs.
Iterative Improvement
By gathering research during the design process, we will be able to make iterative improvements over time based on continuous user feedback.
What I Learned
Importance of User Research
User interviews and testing are crucial to identifying pain points and designing effective solutions.
Value of Centralized Systems
Having a centralized system greatly improved team collaboration and transparency.
Clear Communication
Clear and concise communication regarding the process is critical to a successful workflow.