Case study
Navigating product design through a pandemic, acquisitions, and restructuring
Quick summary
As Head of Product Design, I guided my team through an unprecedented period of disruption, marked by the COVID-19 pandemic, two major acquisitions, and three rounds of organisational redundancies. By fostering resilience, prioritising empathy, and aligning design efforts with shifting business priorities, we not only maintained productivity but also delivered exceptional results in an era of uncertainty. This case study outlines the challenges we faced, the strategies we employed, and the lessons we learned.
Challenge
This period brought a complex set of challenges:
Pandemic-driven uncertainty: Remote work disrupted collaboration and morale.
Acquisitions and integration: The merging of teams and tools introduced inefficiencies and misalignment.
Workforce reductions: Three rounds of redundancies placed additional strain on remaining team members.
Shifting priorities: Business goals fluctuated as the organisation adapted to changing market conditions.
“Navigating such a turbulent time required balancing the emotional well-being of the team with the practical need to deliver results.”
Approach
To address these challenges, I focused on three key pillars: Resilience Building, Empathy-Driven Leadership, and Strategic Alignment.
Pillar 1: Resilience Building
Transparent communication:
Held regular, open forums to address concerns and provide clarity on organisational changes.
Shared a roadmap outlining how the design team’s work contributed to stabilising the business.
Team support initiatives:
Introduced flexible work policies to accommodate individual needs during the pandemic.
Partnered with HR to offer mental health resources and one-on-one coaching sessions.
Pillar 2: Empathy-Driven Leadership
Prioritising well-being:
Conducted anonymous pulse surveys to gauge team sentiment and identify pain points.
Instituted weekly check-ins focused not on deliverables but on personal connection.
Empowering team members:
Encouraged ownership of projects to rebuild confidence after periods of uncertainty.
Celebrated small wins to maintain morale and reinforce a sense of progress.
Pillar 3: Strategic Alignment
Redefining priorities:
Collaborated with leadership to align design goals with the organisation’s evolving business strategy.
Focused on high-impact projects that delivered immediate value to customers and stakeholders.
Cross-team collaboration:
Facilitated workshops to integrate newly acquired teams and standardise tools and processes.
Developed a unified design playbook to streamline workflows and reduce friction.
Solution
By centring efforts on resilience, empathy, and alignment, the design team not only weathered the storm but emerged stronger.
Key initiatives included:
Flexible frameworks:
Adapted workflows to accommodate remote collaboration and shifting team dynamics.
Integrated teams:
Unified design practices across legacy and acquired teams, ensuring seamless collaboration.
Human-centred leadership:
Fostered a supportive environment where team members felt valued and empowered to contribute.
“The clarity and empathy displayed during this time kept us grounded and focused. It’s a testament to the power of strong leadership”
Impact & Results
Despite the challenges, the design team delivered meaningful outcomes:
On-time delivery of 95% of projects: Maintained reliability even amidst disruption.
Unified design culture: Successfully integrated two acquired teams, fostering collaboration and trust.
Increased team satisfaction: Pulse survey scores showed a 25% improvement in morale over six months.
Strengthened business impact: Delivered user-focused solutions that supported revenue growth during a volatile period.
Enhanced customer satisfaction: Positive feedback highlighted the team’s ability to address evolving user needs effectively.
Reflections and Learnings
This experience reinforced several key lessons:
Adaptability is a strength: Flexible frameworks and a willingness to pivot were essential to success.
Empathy drives resilience: Supporting team well-being was critical to maintaining productivity and morale.
Focus on what matters: Prioritising high-impact projects ensured the team’s efforts aligned with business needs.
Clear communication builds trust: Transparency during times of change fostered confidence and reduced uncertainty.
Looking ahead, I plan to build on these learnings by implementing long-term strategies for resilience and change management, ensuring the team remains prepared for future challenges.
Contact Me
If you’re navigating complex organisational changes and want to empower your design team to thrive, let’s connect. I’d love to share insights and collaborate to drive success.