Maturing UX Standard Operating Procedures (SOPs)
The Goal
​To develop and standardize UX processes at Wilfrid Laurier University, creating consistency, uncovering opportunities, and scaling the impact of the university’s design efforts.
The Process
Vision & Strategy
To enhance UX operations at WLU, I guide the team in leveraging best practices by understanding current tools, structure, and processes, and driving improvements that strengthen our implementations.
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Influence & Communicate
Using the Nielsen Norman UX Maturity Model, I influence the team on UX best practices and tools like design thinking, double diamond methodology, and JIRA to maintain accountability, accuracy, and scope.​​
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Process & Execute
Universities often lack resources for expensive tools, but UX success doesn’t require them. By adapting to different workflows, I implemented Figma and lightweight project management approaches to better structure our team’s projects.
Key Success Metrics
Adoption of UX Tools
Advocating for improved processes has resulted in the adoption of Figma to positively impact churn on design deliverables.
Increased Collaboration
Exposing the importance of UX to the team has greatly increased collaboration.
Project Management Strategy
​Leading by example and using basic project management tools like JIRA, along with task delegation and defined project scope, has improved accuracy and accountability.
Positive User Feedback
Gateways of User Feedback now flow directly to our team, supporting meaningful and impactful work.
Reflection & Lessons Learned (thus far)
Entering the unfamiliar university landscape while facing a personal challenge in October 2024, I’ve learned the following lessons:
Slow Down
Long-standing team members are rooted in existing processes. Slowing down allows me to understand the environment, align with operational needs, and plan effective changes.
Dim the North Star
The University has improved its UX, but when I joined, processes lacked documentation. Recording workflows and outcomes ensures continuity and guides future designers.
Plan, then execute
While I thrive in fast-paced environments, acting before planning in slower-paced settings can cause issues. Taking time to plan mitigates problems and ensures smoother execution.