Humanizing Agile Workflows to Boost Collaboration

Taking a human-centered approach to design means involving the end user from the start, putting them—not just their usage, but the whole of their thinking, emotions, and behaviors—at the center of the design process.

As a design lead in a newly agile environment, I took on the challenge of fostering a human-centered approach to product design while navigating the complexities of cross-team alignment and evolving business goals. By advocating for the end user and empowering my team, I helped bridge communication gaps, integrate accessibility into design processes, and deliver impactful solutions that met both user and business needs.

Primary role: UX and Accessibility Lead

Time frame: February 2021 – November 2023

Developed the “Build & Serve” business model

Challenge: The shift to agile processes highlighted gaps in user advocacy, as rapid development cycles risked sidelining user needs and UX principles.

Solution:

  • Championed a user-first perspective, emphasizing the importance of understanding the broader emotional and behavioral context of our end users.

  • Educated product owners and developers on UX principles and processes to build empathy and align efforts.

  • Negotiated timelines that included user research and testing to validate assumptions and refine designs.

  • Facilitated collaboration across agile and waterfall teams, ensuring the consumer digital team adapted smoothly to the new agile system.

Impact: Reduced communication delays by 44%, improved collaboration across disciplines, and strengthened the foundation for delivering meaningful user experiences.

Martin, Design Director, KeyBank

“Mallory pushed for design to take more of a proactive, strategic role [in Consumer Digital], shifting a from production-based reactionary posture. While this took time and required her to first establish her own credibility, Mallory pivoted the relationship over months to where it is today.”

Created the UX Challenge to Guide Design Priorities

Challenge: With limited resources and a lack of defined structure for incorporating design into the product roadmap, the team needed a scalable method to prioritize user-centered solutions.

Solution:

  • Solidified relationships with senior leadership to align on strategic design priorities.

  • Designed a scenario-based UX Challenge to address existing user pain points and envision solutions using advanced technologies.

  • Developed a North Star vision for mobile-native design, validating multi-million-dollar app changes through a data-driven and user-centric approach.

Impact:

  • Elevated design thinking within the organization, leading to an 92% improvement in product partner satisfaction.

  • Enabled informed resource allocation for future app development.

  • Informed features that were prioritized and placed on the product roadmap, ensuring alignment with user needs and business goals.

Evan, Senior Product Designer, KeyBank

“[The UX Challenge] was a great opportunity to think with no constraints and design for advanced technologies.”

Instituted Accessibility Expert office hours

Challenge: Accessibility was often an afterthought in the design process, leading to inefficiencies and missed opportunities to create more inclusive products.

Solution:

  • Established regular office hours as a space for designers to seek guidance and feedback on accessibility best practices.

  • Provided actionable insights, resources, and training to integrate accessibility considerations early in the design process.

  • Empowered designers to approach accessibility with confidence and creativity, fostering a culture of accessible design.

Impact: Achieved a 74% reduction in accessibility compliance issues and expanded the team’s knowledge and skills in creating accessible experiences.

Bre, Senior Product Designer, KeyBank

“Mallory is always challenging and reminding me to make accessibility one of the first boxes I check instead of one of the last.”