Migration journey
Details and examples limited or changed to comply with the non disclosure character of the work.
Year: 2024 / Company: McKinsey & Company
Role in the project: Design Lead
Areas of expertise:
Service Design, UX Strategy, User Research
Most utilized skills:
Problem Solving facilitation, Navigating ambiguity
Overview
As part of a significant shift to new file-sharing and collaboration software, I played a crucial role in crafting a customized user experience tailored to our organization's distinct needs. While working collaboratively with various teams involved in this transformative process, I noticed discrepancies in understanding and areas that fell between team responsibilities. To ensure a seamless and effective user experience, I took the initiative to create a comprehensive journey map for the transformation, enabling the team to identify critical issues, devise solutions, and anticipate potential challenges. I facilitated alignment calls and skillfully managed challenging conversations.
Outcome
By utilizing transition mapping, I facilitated a clear and comprehensive understanding of the intricate journey involving five interdependent work streams: the sunsetting product team, two new product teams, the migration team, and the adoption team.
Sunsetting product team
New product team
Client work
New product team
Internal work
Migration team
Adoption team
This proactive approach enabled us to identify potential gaps and risks, which were effectively addressed prior to the organization-wide rollout.
Although the migration process is still ongoing, we have successfully identified and resolved preventable issues, enabling us to be proactive.
Examples of the identified gaps and designed solutions
GAP:
Users are unsure which type of storage space to use in the new tool.
SOLUTION:
The problem wasn’t clearly the responsibility of any single team due to its cross-functional nature. However, it was addressed as a collaborative project, resulting in a provisioning process design with clearly defined use cases.
Use case information widget for provisioning design
GAP:
Users are unsure where to move their files, with confusion about what can be stored on the desktop versus in cloud-shared spaces.
SOLUTION:
This issue was addressed by working with the learning team to create a training module. By highlighting the problem, we also included relevant information in the migration app and communicated it at launch.
Modal added to the Migration App, prompting users to consider the best storage location for their files
GAP:
Users do not know whom they can reach out to for help with migration within their groups at the Firm.
SOLUTION:
The issue was resolved by establishing an official process for selecting and listing migration leaders (a new role within their groups). This included designing checklists for different personas involved in the migration.
Process
The transition mapping design included:
Mapping the overall transition process for two distinct user groups.
Aligning the processes of different roles within both groups to the overall process.
Indicating the responsible team for each step in the process.
Documenting the touchpoints for users throughout the process.
Identifying missing touchpoints within the products' user flow and the organization's support portals.
Outlining backend actions, encompassing support, research, and program-level decision-making.
Aligning adoption communication with the process to ensure users receive sufficient, helpful, and manageable information throughout.
Assigning responsibility for each backend action and communication delivery.
As the designer responsible for mapping the transitions, I collaborated closely with:
Product managers to understand the unique characteristics of each step in the process.
The adoption team to comprehend their launch strategy.
Support teams to align actions and identify opportunities.
Researchers and analysist to gauge effectiveness and facilitate necessary adjustments