Case StudyEnabling Team: Defining Good - Building a Conscious UX Team with Clear Role Levels

Handshake focused on defining clear roles, responsibilities, and career levels within the UX team. This structured approach included several key steps:

• Role Definition and Clarity: The first step was to clearly define the roles within the UX team. Each role was outlined with specific responsibilities and expectations, ensuring that every team member understood their duties and how they contributed to the overall UX goals.
• Career Level Framework: They established a career level framework that detailed the progression path within the UX team. This framework included distinct levels with clear criteria for advancement, helping team members understand what was required to move up in their careers.
• Competency Matrices: Competency matrices were developed for each role and career level. These matrices detailed the skills and competencies needed at each stage, providing a transparent roadmap for personal and professional development.
• Performance Evaluation and Feedback: A structured performance evaluation process was introduced, incorporating regular feedback sessions. These evaluations were tied to the competency matrices, helping team members identify strengths and areas for improvement aligned with their career progression.
• Mentorship and Support Programs: Mentorship programs were established to support team members in their development. Senior UX professionals were paired with junior members to provide guidance, share knowledge, and offer career advice.
• Transparent Communication: Regular communication from leadership about role expectations, career opportunities, and organizational goals helped to keep the team informed and motivated. Transparency in communication fostered trust and engagement among team members.

The emphasis on defining roles, responsibilities, and career levels led to significant positive outcomes at Handshake:

• Enhanced Role Clarity: Clear role definitions ensured that every team member understood their specific responsibilities, leading to better focus and productivity. This clarity reduced overlap and confusion, streamlining workflow processes.
• Motivated Team Members: The career level framework provided a transparent and achievable path for career growth, motivating team members to enhance their skills and strive for advancement. This increased overall job satisfaction and retention.
• Improved Skill Development: The competency matrices and structured feedback mechanisms facilitated targeted skill development. Team members had a clear understanding of the skills needed for progression and were supported in acquiring these skills through training and mentorship.
• Effective Performance Management: Regular performance evaluations and feedback ensured continuous improvement. These evaluations helped identify high performers and those needing additional support, fostering a culture of excellence and accountability.
• Stronger Team Cohesion: Transparent communication and mentorship programs promoted a sense of community and collaboration within the UX team. Senior members providing mentorship helped build a supportive environment where knowledge and skills were actively shared.
• Alignment with Organizational Goals: By aligning roles and responsibilities with the company’s broader objectives, the UX team was able to contribute more effectively to Handshake’s mission. This alignment ensured that UX efforts were directly tied to the company’s success.