Migration journey
Details and examples limited or changed to comply with the non disclosure character of the work.
Year: 2024 / Company: McKinsey & Company
Role in the project: Design Lead
Areas of expertise:
Service Design, UX Strategy, User Research
Most utilized skills:
Problem Solving facilitation, Navigating ambiguity
Context:
Organization was shifting from a legacy file-sharing tool to a comprehensive enterprise collaboration platform. The initiative impacted internal operations, employee workflows, client collaboration, and service delivery across the Firm.
I joined the transformation program as Lead Service Designer to ensure a seamless user and organizational experience during this transition.
Challenge:
The change involved five interdependent workstreams:
A sunsetting legacy product team
Two new platform product teams
A migration team
An adoption and communications team
Despite shared goals, I observed misaligned approaches, gaps in responsibilities, and inconsistent messaging—resulting in confusion and inefficiencies across teams and users.
Sunsetting product team
New product team
Client work
New product team
Internal work
Migration team
Adoption team
Approach:
I initiated the creation of a comprehensive journey map to align teams, clarify roles, and improve the end-to-end experience.
Worked with program leadership to define shared objectives
Facilitated cross-functional alignment sessions
Navigated sensitive conversations across global stakeholders
Visualized the full migration journey, touchpoints, and dependencies
This systems-level view enabled informed decision-making and surfaced structural breakdowns that had previously gone unnoticed.
Enabled coordinated delivery across five major workstreams
Created a scalable governance model for future transformations
Significantly reduced user confusion and support burden during migration
Accelerated change readiness and time-to-adoption across global teams
Experience mapping
Outcomes:
Examples of the identified gaps and designed solutions
GAP:
Users are unsure which type of storage space to use in the new tool.
SOLUTION:
The problem wasn’t clearly the responsibility of any single team due to its cross-functional nature. However, it was addressed as a collaborative project, resulting in a provisioning process design with clearly defined use cases.
Use case information widget for provisioning design
GAP:
Users are unsure where to move their files, with confusion about what can be stored on the desktop versus in cloud-shared spaces.
SOLUTION:
This issue was addressed by working with the learning team to create a training module. By highlighting the problem, we also included relevant information in the migration app and communicated it at launch.
Modal added to the Migration App, prompting users to consider the best storage location for their files
Other projects for the Global Enterprise Platform Transformation
GAP:
Users do not know whom they can reach out to for help with migration within their groups at the Firm.
SOLUTION:
The issue was resolved by establishing an official process for selecting and listing migration leaders (a new role within their groups). This included designing checklists for different personas involved in the migration.
