The Challenge
Ellucian software is a complex platform supporting higher-ed institutions—students, staff, parents, and faculty. After 25+ years of evolution, UX had started to trickle in… but buy-in was uneven. Some teams welcomed us. Others thought we just made buttons.
Our goal: Create a unified, flexible UX process that teams actually wanted to use.
My Approach: Build Structure Before Scaling
We needed to show up and show value—fast.
Initially: I joined nearly every team meeting (~3–5 hrs/day!) to build visibility and trust.
But: We were stretched thin and unable to deliver meaningful UX outcomes.
So we pivoted:
• Teams moved to our board
• We set up UX office hours (3x/week)
• Cut meetings down to ~5 hrs/week
• Gained space to focus on testing, journey maps, and personas
Result? We became proactive, not reactive—and teams started to notice.
Open the Doors to UX
To break down silos, I made UX accessible and transparent.
• Brought business analysts into user tests
• Invited developers into brainstorms
• Solved problems collaboratively, on the spot
This created shared ownership and better ideas. Teams trusted the process because they were part of it.
Design a Process With Purpose
Instead of following a rigid framework, we built one that fit the company’s needs:
• Cloud-based pattern library for consistency and speed
• Rapid user testing with turnaround in days, not weeks
• Journey mapping with stakeholders to build empathy and clarify scope
• Proactive story creation to drive better flows
• Cross-discipline ideation to increase adoption and trust
The Outcome
Was every team fully converted? Not yet. But the foundation was set:
• More UX visibility and influence
• Stronger cross-functional partnerships
• Faster feedback loops and clearer outcomes
• A process teams trusted—and actually used
Takeaway
Bringing UX maturity to a legacy product isn't about forcing process—it's about building trust, creating space, and showing the value of good design through action.
