DesignOps at MSL

Situation

Upon joining Michigan Software Labs, a software consultancy serving clients from startups to Fortune 500 companies, I identified systemic challenges caused by the absence of a formal Design Operations (DesignOps) structure.

Workflow Inefficiencies

The design process lacked standardization, resulting in inconsistent outputs and frequent bottlenecks. Designers spent an average of six hours per week searching for or recreating assets due to disorganized file management.

Resource Allocation

Staffing decisions were reactive rather than strategic. Designers were often reassigned mid-project, increasing onboarding time by 25% and disrupting continuity.

Tool Fragmentation

The team used multiple, incompatible tools without a unified strategy. Version control issues and collaboration breakdowns resulted in roughly 20% of design time lost to tooling friction.

Lack of Design Systems

Without a shared design system, user experiences varied significantly across projects. QA time increased by 30%, and rework was common during development.

Metrics and Measurement

There were no clear KPIs to measure design impact or efficiency, making it difficult to justify decisions or improve processes.

Scalability Challenges

As the company grew, design processes failed to scale. Projects that once took three months began taking over four, reducing delivery reliability.

These issues impacted productivity, delivery timelines, and client satisfaction, which fell from 8.5 to 7.2 out of 10 over one year.

Task

My objective was to implement a robust DesignOps framework within two years, with goals to:

1. Streamline workflows and reduce non-design activities
2. Optimize staffing and reduce onboarding time
3. Unify tools and asset management
4. Build a modular design system with consistent adoption
5. Implement measurable design metrics
6. Scale design operations alongside team growth
7. Improve cross-functional collaboration
8. Elevate design culture through learning and mentorship
9. Raise client satisfaction from 7.2 to 9.0

These initiatives aimed to position Michigan Software Labs as a design-driven consultancy with scalable, high-quality delivery.

Action

Design Process Standardization

• Mapped and optimized end-to-end workflows
• Standardized collaboration around Figma and Miro
• Established shared design principles and guidelines

Resource Optimization

• Introduced a skills matrix for strategic staffing
• Implemented Forecast for capacity planning
• Created a structured onboarding program

Design System Development

• Built a modular, reusable design system
• Ran workshops to ensure adoption
• Integrated design components with development workflows

Metrics and Measurement

• Defined KPIs for efficiency and impact
• Implemented Jira for tracking
• Created quarterly design impact reports

Cross-functional Integration

• Established recurring design critiques
• Introduced design sprints for complex problems
• Created a design liaison role

Continuous Learning

• Launched monthly “Design Dialogues”
• Established education partnerships
• Implemented a mentorship program

Client Engagement

• Created a design-specific feedback loop
• Standardized design case study documentation
• Introduced collaborative client workshops

Scalable Infrastructure

• Implemented Abstract for version control
• Created a DesignOps playbook
• Established a DesignOps committee

Each initiative was rolled out in phases with regular check-ins and adjustments.

Challenges

Resistance to Change

Some team members were hesitant to adopt new systems.
Solution: Workshops, demonstrations, and one-on-one support.

Resource Constraints

Time and budget concerns slowed adoption.
Solution: Presented ROI projections to leadership.

Maintaining Momentum

Initial enthusiasm risked fading.
Solution: Regular check-ins and visible wins.

Results

Efficiency
Project delivery improved by 40%, with 30% fewer missed deadlines.

Quality
Rework decreased by 50% post-handoff.

Collaboration
Cross-functional participation increased significantly.

Onboarding
New designers became productive 40% faster.

Career Growth
Design team satisfaction increased by 35%.

Innovation
Innovative solutions increased by 60% year-over-year.

Client Satisfaction
Design scores improved from 7.2 to 9.1 out of 10.

Organizational Impact
Design thinking influenced decision-making beyond design teams.

Concrete Example

For a healthcare platform:

• 25% faster development
• 40% fewer post-launch bugs
• 98% positive user feedback

Team Perspective

“The DesignOps implementation transformed our work.” — Senior Designer

“I was contributing in weeks, not months.” — Junior Designer

Client Perspective

“Design is clearly at the forefront now.” — Healthcare Client

“MSL feels like an extension of our team.” — Fortune 500 Retail Client

Industry Context

According to a 2023 DesignOps Global survey:

• Only 30% of consultancies have formal DesignOps
• Mature DesignOps teams report 45% higher client satisfaction
• Our delivery improvements exceeded industry averages

Long-term Strategy

1. Leadership in user-centric development
2. Expanding DesignOps consulting services
3. Attracting top-tier talent
4. Scaling efficiently for larger engagements

Lessons Learned

• Change management is critical
• Flexibility matters alongside standardization
• DesignOps is a continuous process
• Cross-functional buy-in is essential

Reflection and Future Directions

DesignOps at Michigan Software Labs fundamentally reshaped how design operated within the company. By focusing on systems, people, and collaboration, we built a scalable, high-impact design practice.

Next steps include:

1. Integrating AI into design workflows
2. Expanding client-facing design thinking workshops
3. Developing internal DesignOps certification
4. Adapting DesignOps for distributed teams

This work positioned Michigan Software Labs as a leader in design-driven software development and reinforced the value of strategic design leadership.