Overwhelming Feedback

We had more feedback than we could keep track of. The comment bubbles in Figma covered the whole project beyond recognition!

We needed a new process.

Too Many Comments

Because this project was high-profile, we had feedback from many sources (accessibility, development, product, executives, design team managers, content and business owners).

We needed to open the comments repeatedly to remind ourselves of what we needed to do.
Resolving comments left our stakeholders dissatisfied because the resolution was hidden.
We couldn't remember what was important to take action on.
There wasn't a way to group or prioritize comments or to show a status.

We Needed a Better Way...

1. I consolidated comments into a summary that visually persisted.

2. I kept a Change Log, Research Highlights, To Do List, Meeting Notes below the flow. This way, everyone could follow what was going on and the decisions being made along the way. Having all the info in one place saved time.

3. I directly communicated changes to the people who requested them through email, chat and in meetings, so they understood the resolution, decision and design rationale.

Results

Leaders felt heard and empowered to explain design rationale to the leaders above them.
Content Designers could keep track of content change requests in a more efficient way.
Research was pleased that their findings influenced the design and weren't lost in the noise.
It was easier to explain decisions with data when the research highlights were present with the design.
The Design Team earned the trust of their stakeholders.
It reduced stress, confusion, churn and wasted time.