Expert direction + support
Spectrum
org setup, system design, advisory
Setting up ways of working with Spectrum
Spectrum is a prominent USA ISP and telecom offering residential and commercial internet and mobile service. We supported the self serve experience where Spectrum customers are able to manage their services. The Self serve org consisted of 10 teams and 307 members.
Transitioning from Sketch to Figma
Kicking off the project, teams were working with Sketch and looking to transition to Figma as quickly as possible. We worked with design to find out what components they needed most, and what was missing so that we could stand up something temporary until the official design system was ready.
One example was when designers found the accordion to hold far too many instances to find what they were looking for. The metrics clearly showed us how we could cut variants by 40% without sacrificing any that were utilized.
Following usage metrics and getting feedback
With so many teams all transitioning into a new system, it was key to ensure each one was heard and that what they need was included. We utilized the Figma usage metrics to see what components were utilized, and which were under utilized to help in making decisions.
Influencing the end product
Across product teams, standardization efforts and new initiatives were launched with the help of our team to utilize the new system to enact change at scale. With new processes, we were able to get buy-in from teams and consolidate patterns across existing design files improving the customer facing experience.
One example was our unification of the chat experience, where we were able to use the system to assist product teams looking to improve customers access to chat functionality as it was previously fragmented.
In conclusion
Supporting Spectrum over this year long project was a fantastic opportunity, as it felt rewarding to see the org consolidate what was important to each team into one way of working. Necessarily with so many designers and stakeholders, there were many challenges that arose throughout the process. In these instances, we stayed flexible and adapted to feedback as it came in, staying nimble and able to pivot where needed.
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