Design & Experience Centre of Excellence

DesignOps, Increasing UX Maturity, and Community-Building


In-house, we had collective expertise in human-centred design and research disciplines: UX Research, UX Content, UX Design, UX Strategy, and Service Design.


Our vision: To unify the organization around a human-centred design approach that extends across all aspects of customer, advisor, and product experience. To drive innovation through user research.

Co-operators


DX CoE – main
Context

We began formalizing the DX Centre of Excellence following the Digital restructure which split the former Design & Experience team in two. Without AVP-level UX leadership there was concern that the newly split-up teams would go into “silo” mode, leading to fractured and inconsistent user experiences.


We also wanted to maintain a sense of normalcy while former DX team members were adjusting to their new teams and mandates. We established focused, structured, recurring meetings to foster and encourage camaraderie and collaboration, opportunities to upskill and increase our UX maturity.

My Role

Co-founder, UX Design Director, in partnership with the UX Research Director.

Design CoE Mission
We will influence a user-focused approach through
  • advocating for, sharing, and upholding human- centred design principles
  • committing to individual discipline skill building and community development
  • collecting and sharing user feedback/insights
  • collaborating with each other and our partners to make human-centric decisions
Desired Impact
By having structured frameworks and sessions to guide the CoE, we expect:
  • Increased collective UX knowledge
  • Improved collaboration
  • Increased efficiency
  • Innovation and creativity
  • Continued brand trust