Case study
Transforming a fragmented legacy system into a scalable design ecosystem
Quick summary
As Head of Product Design, I led an initiative to unify and scale design practices for a global telematics provider. By introducing a centralised design system, we resolved inefficiencies, improved user satisfaction, and established a scalable foundation that supported millions of users. This case study details the challenges faced, the steps we took, and the measurable outcomes of this transformation.
Challenge
Over the years, the company’s digital product suite had grown without a cohesive design strategy. This led to several issues:
Fragmented user experiences: Customers encountered inconsistent designs across platforms.
Lack of reusable components: Teams were duplicating work, slowing progress.
Lengthy production cycles: Mismatched processes between design and development caused delays.
Escalating maintenance costs: Custom components needed frequent updates.
Brand inconsistency: The lack of cohesion diluted our credibility across global markets.
"The fragmentation across our products was creating both operational inefficiencies and user dissatisfaction" - Senior stakeholder
Approach
Our response involved three key phases: Audit and Analysis, System Creation, and Training and Adoption.
Phase 1: Audit and Analysis
We began with a comprehensive evaluation of the existing landscape:
Analysed current design assets and workflows.
Collaborated with researchers to survey 100+ users and stakeholders, uncovering pain point.
Mapped bottlenecks that were hampering the design and development pipeline.
"The audit highlighted not just inefficiencies but also the missed opportunities for delivering a consistent user experience."
Phase 2: System Creation
With the data gathered, we designed a scalable solution:
Built a robust design system in Figma:
Reusable components.
Foundational libraries for colours, typography, and spacing.
Tailored guidelines for iOS, Android, and web.
Embedded accessibility standards (WCAG) into every component.
Ensured alignment with brand guidelines to support consistency across B2B, B2C, and B2B2C products.
Worked closely with engineering and product teams to integrate the system into existing workflows.
Phase 3: Training and Adoption
To secure long-term success, adoption efforts were prioritised:
Conducted hands-on workshops for designers, developers, and product managers.
Created detailed documentation in Zeroheight, serving as a single source of truth.
Encouraged contributions from team members, fostering a sense of ownership.
Solution
The result was a comprehensive design system that enabled teams to deliver consistent, high-quality user experiences.
Key features included:
Reusable components: Simplified workflows while maintaining consistency across platforms.
Comprehensive documentation: Provided guidelines, real-world examples, and content advice to unify cross-functional efforts.
Accessibility and localisation support: Built with inclusivity and scalability for global markets in mind.
Monitoring tools: Enabled us to track adoption, performance, and usage trends for continuous improvement.
"The design system is now the backbone of our workflow. It allows us to innovate faster without compromising on quality."
Impact & Results
The implementation of the design system delivered meaningful, measurable outcomes:
25% faster time-to-market: Streamlined workflows enabled quicker releases.
18% improvement in customer satisfaction: Surveys highlighted the value of consistent, user-friendly designs.
£200,000 annual cost savings: Efficiency gains reduced development expenses.
95% team satisfaction rate: Designers and engineers reported smoother collaboration and reduced frustration.
Unified experiences for 10 million users globally: Enhanced brand credibility and customer trust.
Reflections and Learnings
The project taught us several valuable lessons:
Collaboration is non-negotiable: Cross-functional alignment was critical to the project’s success.
Documentation drives longevity: A well-documented system ensures continued usability and adoption.
Governance matters: Regular updates and feedback loops are necessary to keep the system relevant.
Balance structure with creativity: Locking down certain elements while leaving room for innovation fosters adaptability.
Empower your teams: Encouraging team ownership of the system ensures sustained impact.
Looking ahead, we plan to integrate AI tools to analyse system usage and optimise workflows further. This will ensure that the design system remains a living, breathing tool that evolves with the company’s needs.
Contact Me
If your organisation is ready to elevate its design practices and streamline workflows, I’d love to help. Let’s connect and discuss how I can bring my experience to your team.