Use Case | 2024
Enhancing Career Growth
COMPANY
Insulet
INDUSTRY
Medical Devices
DURATION
6 Months
ROLE PLAYED
UX Design Manager and Six Sigma Green Belt
Leveraging Six Sigma and Service Design Methodologies
Introduction
Managing larger teams with varying levels of engagement, seniority, and diverse skill sets presents unique challenges. This was the situation within the UX organization at Insulet Corporation, where navigating a mix of over fifty individuals across five disciplines required innovative solutions and collaborative leadership, particularly after an organizational restructure. Leading this project as part of a Six Sigma initiative made me reflect on the skills needed in the near and mid-term future, and how these skills are connected to team growth, both as a group and at an individual level.
Outcome
Orchestrating collaboration between managers and teams, we crafted effective solutions through open dialogue, providing anonymity when necessary to allow teams to share their aspirations freely. For this initiative, I set up a framework for the team to take charge of their development paths—not to defer responsibility from UX leadership, but to foster ownership and empower each individual to find their preferred methods, interaction style, and pace. Aligned with Insulet's policies and development model, the framework offers opportunities for everyone, regardless of seniority, personality type, or availability. With a flexible structure in place, the final solution remains fluid, evolving alongside the team’s needs and insights.
Process
After conducting a thorough analysis of Insulet’s engagement survey data spanning from 2022 to 2024, it became evident that career growth remained an area requiring attention. Recognizing the need for a cohesive approach, I strategically implemented a blend of Six Sigma and Service Design methodologies. This initiative aimed to foster open dialogue and active participation among managers from various disciplines and over 50 team members, regardless of their seniority or background, in order to collaboratively devise solutions to enhance career growth opportunities.
Discovery and Problem Definition:
Rather than implementing top-down directives, the process began with an anonymous survey customized for our teams, followed by other research methods. The results revealed detailed needs and pain points in the current experience. Using these insights, I defined personas and behavioral segments, generated the SIPOC process, current and future customer journey. This approach proved effective as it acknowledged the diverse behaviors and motivations of the team, from associates to staff members. It also revealed additional demands, but it was necessary to prioritize those related to career growth.
Measurement:
Aligning with the gathered information, I collaborated with UX leadership and HR Business Partner to establish key performance indicators (KPIs) related to the process and structure clarification, infrastructure development, as well as incentives, to enhance overall team’s
Analyzis:
I facilitated the identification of root causes and areas for improvement using fishbone diagrams and the 5 Whys method. The UX management supported the ongoing validation of ideas with the team to enhance career path experiences, aligning with HR initiatives aimed at individual professional development.
Central to this approach was fostering a culture of collaboration and mutual respect, encouraging active participation from all members. This environment of psychological safety and trust enabled constructive interactions and collective problem-solving. At the manager level, I advocated for scalable solutions leveraging the strengths of the UX managers and other senior professionals at Insulet, ensuring purposeful and yet accessible resources for the team.
Improvement:
Despite the challenge of finding time for implementation amid daily tasks, it was gratifying to see managers and team members collaborating and contributing enthusiastically. Considering all the feedback and solutions during the ideation phase, I developed and implemented a plan to enhance processes, incorporating Six Sigma methodologies for efficiency and quality.
The initiative included establishing a new intranet site serving as a comprehensive resource hub with quick links and how-to guides, recommendations for courses, certifications, and conferences for formal training. Furthermore, we initiated a program for team members to interview subject matter experts, share insights from courses they’ve taken, and more.
We facilitated access to mentoring resources in various formats such as one-on-one, group, or peer mentoring. Lastly, we offered learning-by-doing opportunities for team members to engage in existing projects as UX professionals within the company and encouraged project proposals through easy-to-follow guides.
Prototype and Test:
We built and ran tests using prototypes, interviews and other resources, validating the improved experience. Testing early facilitated iterative design improvements.
Implementation and Control:
We rolled out finalized improvements, prioritizing proper training and support, aligning with the mid-year performance cycle. Establishing control measures linked to KPIs ensured ongoing performance monitoring and maintenance of quality standards. This initiative aimed to empower individuals to navigate their growth trajectories, guided by the UX leadership, and was designed to be continuously improved by the team.
Conclusion:
Deciding and designing a career path can be overwhelming, our collective approach was a development initiative based on simplicity, flexibility and scalability. Although this project was aligned with Insulet's skill framework and the team needs, identified by UX leadership, it was also open enough for each person to tailor their individual path.