Documentation
Emirates NBD, October 2022
— Backstory
— 32 “Help requests” per day
— 5 reasons that led to the problem
— What did we document?
— Who is it for?
— What tools did we use?
— How did we do it?
— Notion & Figma combination
— Results
Team
— Paul Waked (Project Lead)
— Renan Berco (Product Designer)
Backstory
The decision has been made to re-design the interface for Everyday Banking mobile and web apps. However, the new design system was provided by an external agency without any proper documentation.
The re-skinning project faced a series of challenges specially during the early days. There were misalignments across the team, uncertainties surrounding decision-making processes, differences in expectations, and a growing sense of frustration and ambiguity.
32 help requests per day
During the initial weeks of the reskin kick-off, an average of 32 help requests were received per day from the designers on the #help Slack channel.
We even experienced an influx of over 60 requests of various kinds, such as "inconsistency," "difficulty finding a template," "queries about interaction in specific cases," and so forth...
5 reasons that led to the problem
No Previous Documentation
Lack of design documentation of the previous design
External Agency
The new foundation of the Design System (new skin) was designed by an external agenc
3 Months Timeframe
We were given 3 months to re-design all the journeys that were designed over the past 36 months (3 years)
6 to 16 Designers
The design team grew from 6 to 16 in less than 5 weeks
Fast Onboarding
Some designers didn't go through proper onboarding; as a result, many of them started designing without a proper understanding of the logic behind most of the interaction and visual patterns
What did we document?
We had to act quickly, so we identified three main areas where designers were struggling based on their messages requesting help on Slack:
Common Interaction Patterns
Why, when and how to use common interaction patterns such as Panel Sheets, Lists with adding new records, Feedback banners and many more.
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I would be delighted to present the complete case study during a call or in-person.
Let’s connect at wakedpaul@gmail.com or via LinkedIn: paul-waked