Config 2024: Taking flight: lessons learned on adopting Figma at United
Summary
TLDRユナイテッド航空のDerrick Wilkinsonとone NorthのJessica D Youngが、ArionデザインシステムをFigmaに移行する過程を語る。彼らは、大規模な組織での移行に共通する疑問に答え、実際のオフィス移転の比喩を使って移行の複雑さを説明し、成功のために重要なステップを紹介する。
Takeaways
- 🌟 アメリカ航空は、従業員のユーザーエクスペリエンスチームを通じて、航空運用をサポートする製品を設計しています。
- 🔧 one Northはフルサービスのデジタル代理店であり、Figmaのシグネチャサービスパートナーでもあります。
- 📦 Figmaへの移行に関する共通の質問には、移行に要する時間、デザイナーのトレーニング方法、開発者の参加時期、移行の最適な時期、レガシーツールのフェーズアウト方法、および内部コミュニケーションのベストプラクティスが含まれます。
- 🏢 移行を物理的なオフィスの引っ越しに例えると、デジタル資産だけでなく、関連する多くの側面を考慮する必要があることがわかります。
- 📈 one Northは、クライアントのオフィス移行に伴うスタッフの不安を軽減するウェブサイトの設計・構築を手がけ、新しいオフィスの魅力的な特徴を伝えました。
- 🤔 従業員は、新しいオフィスの特徴より、新しい日常のルーティンについて心配しており、小さな詳細が彼らを魅了しました。
- 🛫 アメリカ航空は、顧客体験を向上させるための従業員体験に投資しており、2つのデザインシステムを運用しています。
- 📈 アメリカ航空は急速な成長を遂げており、Figmaへの移行は、デザインチームの拡大を支持する戦略的な移行でした。
- 🛠️ Figmaへの移行は、16ヶ月にわたって行われ、Orionデザインシステムの次のメジャーリリースとブランドリフレッシュを含みました。
- 🎨 Figmaライブラリの事前投資は、チームのスケールアップと高品質なデザイン作業の継続的提供を可能にしました。
- 📝 移行の成功は、戦略的かつ意図的なコミュニケーション計画、内部の活性化、トレーニング、プロセス更新に依存しています。
- 🌐 Figmaへの移行は技術的、運用的、そして人間の取り組みであり、ビジネスの大きな目標に結びつける必要があります。
Q & A
Derrick Wilkinsonはどのような役割を持っていますか?
-Derrick WilkinsonはUnited Airlinesの従業員ユーザー体験チームをリードしており、航空会社の運用をサポートする製品を設計しています。
Jessica D Youngはどのような立場から話していますか?
-Jessica D Youngはone Northのデザインの管理ディレクターであり、フルサービスデジタルエージェンシーで働いており、Figmaのシグネチャサービスパートナーです。
one Northはどのような組織ですか?
-one Northはフルサービスデジタルエージェンシーであり、Figmaのシグネチャサービスパートナーとして認められています。
Figmaへの移行に伴い、一般的な質問は何ですか?
-Figmaへの移行に伴い、一般的な質問としては移行にかかる時間、デザイナーのトレーニング方法、開発者の参加時期、移行の最適な時期、レガシーツールの終了方法、内部コミュニケーションのベストプラクティスなどがあります。
Figmaへの移行をどのように比喩していますか?
-Figmaへの移行を物理的なオフィスの引っ越しに比喩しており、デスクやキーボード、モニター、ペン、鉛筆などの荷物の整理だけでなく、新しいオフィスでのランチ場所やトイレの場所など、関連する多くの要素を考慮する必要があると説明しています。
one Northはどのようなプロジェクトを手がけましたか?
-one Northはクライアントがオフィスを移すことに伴い、従業員の不安を解消するためにウェブサイトの設計と構築を手がけました。そのウェブサイトは新しいオフィスの魅力的な新機能を伝えるために作成されました。
United Airlinesのデザインシステムは何ですか?
-United Airlinesは消費者向け製品にはAtmos、内部向け製品にはOrionという2つのデザインシステムを持っています。
United AirlinesはなぜFigmaへの移行を決定しましたか?
-United Airlinesは急速な成長と技術への投資により、従業員数を増やし、Figmaへの移行はデザイン、プロトタイピング、UI仕様のための3つのツールから1つに統合することでスケールアップを図る戦略的な決定でした。
Figmaへの移行の期間はどのくらいですか?
-Figmaへの移行は全体的に16ヶ月かかりましたが、Orionライブラリの構築に4ヶ月、プロジェクト移行とRebrandの完了に10ヶ月程度かかりました。
Figmaへの移行の成功のために重要な要素は何ですか?
-Figmaへの移行の成功のために重要な要素は、事前にOrionライブラリをFigmaで構築し、プロジェクト移行を開始する前に一貫性を保つこと、また内部でのコミュニケーションやトレーニング、プロセスの更新に時間を割くことです。
Figmaへの移行の際のレッスンは何か?
-Figmaへの移行の際のレッスンとしては、移行に資源を割り当て、外部の助言を活用し、詳細なFigma移行計画を立てること、レガシーツールの終了計画を立てること、Figma内でのコンポーネントの再構築、早期に開始すること、そしてコミュニケーションを早期に行い、定期的に行うことです。
Outlines
😀 チームによるFigma移行の紹介
DerrickとJessicaが、彼らのチームがArionデザインシステムをFigmaに移行するプロセスについて話す。彼らは、大企業がこのような移行を始める際によく聞かれる質問を紹介し、実際のオフィス移行を例に、移行の複雑さを説明する。また、One Northがクライアントのオフィス移行を支援した経験から学んだことを共有し、従業員が新しいオフィスに慣れるために懸念していることを理解することが重要であると強調している。
🛫 United AirlinesのデザインシステムとFigmaへの移行
Derrickは、United Airlinesの従業員エクスペリエンスチームがFigmaへの移行をどのように戦略的に進め、スケールアップし、デザインシステムの更新とブランドリフレッシュを同時に行ったかについて説明する。彼らは、新しいデザインシステムライブラリの作成を優先し、その後にプロジェクト移行を開始し、RebrandとRyan 2.0のリリースを完了した。また、Figmaでのプロジェクト数を47個に増やし、デザインの質を維持し、チームのスケールアップを実現した。
📈 Figma移行の戦略と成功事例
Jessicaは、Figmaへの移行が技術的、運用的、そして人間の取り組みであることを強調し、成功のための3つの次元を紹介する。Derrickのチームは、大きな組織であるUnited Airlinesの成長ニーズに対応するためにFigmaへの移行を決断し、その成功は顧客体験の向上につながった。また、彼らは、Figma移行の際の主要なマイルストーン、戦略的決定、およびプロジェクトのスケールについて話す。
📚 Figma移行の教訓と最終的なアドバイス
Jessicaは、Figma移行の過程で学んだ教訓と最終的なアドバイスを共有する。彼らは、移行に専任のリソースを割り当て、外部の支援を活用し、詳細な移行計画を策定することを推奨する。また、レガシーツールのフェーズアウト計画、Figma内のコンポーネントの再構築、早期のコミュニケーション、そして今すぐ始めるべきであることを強調している。最後に、彼らは、Figma移行が技術的な移行であるだけでなく、人々の日常生活に密接に関連する取り組みであることを再確認し、チームの協力と取り組みに感謝の意を表している。
Mindmap
Keywords
💡Figma
💡デザインシステム
💡移行
💡ユーザーエクスペリエンス
💡内部コミュニケーション
💡従業員
💡スケールアップ
💡リブランド
💡プロジェクトワーク
💡従業員の関与
Highlights
Derrick Wilkinson 介绍了他在美联航领导的员工体验团队,该团队设计支持航空公司运营的产品。
Jessica D Young 作为 One North 的管理总监,讨论了他们作为 Figma 认证签名服务合作伙伴的全服务数字代理角色。
讨论了在迁移到 Figma 过程中常见的问题,如迁移时间、设计师培训、开发者参与时机等。
提出了将迁移过程比作物理搬迁的隐喻,强调了考虑所有相关细节的重要性。
分享了 One North 帮助客户设计网站以缓解员工对搬迁的担忧的案例。
通过研究揭示了员工真正关心的问题,例如新大楼是否会倒塌,以及星巴克的位置。
强调了在迁移过程中考虑技术和操作之外的人文因素的重要性。
Derek 描述了美联航对提供良好客户体验的承诺,以及员工在其中的作用。
介绍了美联航的两个设计系统:Atmos 和 Arion,分别用于面向消费者和内部产品。
美联航的移动应用程序因其卓越的用户体验而获奖,并且团队不断为其添加新功能。
美联航的员工增长和对技术的投入推动了团队的增长,目前有超过 70 名设计师在 Figma 上工作。
美联航的增长计划 United Next 包括新增 200 架飞机和超过 30,000 名员工。
Derek 讨论了美联航迁移到 Figma 的战略决策,以及如何通过迁移来支持未来的增长。
分享了美联航在迁移过程中的关键里程碑,包括构建 Orion 图书馆和完成品牌刷新。
强调了在 Figma 中构建设计系统库的投资对于团队扩展和持续交付高质量设计工作的重要性。
Jessica 分享了 LinkedIn 上关于美联航客户体验的帖子,证明了设计团队的努力对客户体验的积极影响。
总结了迁移到 Figma 的关键教训和建议,包括投入资源、制定详细计划、重建组件、沟通和立即开始。
强调了迁移到 Figma 不仅仅是技术操作问题,还涉及到人文因素,需要全面考虑。
以 One North 和美联航团队的合作为例,展示了如何通过创建设计系统的身份和周边商品来激发内部兴奋和热情。
最后,感谢参与迁移过程的所有团队成员,并鼓励大家立即开始迁移,不要等待完美时机。
Transcripts
[Music]
all right hi everyone I'm Derrick
Wilkinson I lead the employee user
experience team at United Airlines where
we design products that support our
Airline operations I'm Jessica D young
I'm the managing director of design at
one North we are a full service digital
agency we are also a certified figma
signature service partner and today I'm
going to talk to you about how our teams
work together to migrate the Arion
design system into
figma so one North consults with a lot
of large Global organizations during a
migration like this and I always get the
same common questions at the beginning
some of you in the audience if you're
embarking on a figma migration may have
these as well I hear things like how
long will the migration take how should
we train our designers how should we
bring our developers along
when's the best time to make a move like
this how should we Sunset Legacy tools
like Zeppelin or sketch or XD and then
what about Legacy application
support how about General best practices
around internal comms during the the
migration or some variation of how does
everyone else do blank everyone's
curious how other orgs do that and as an
agency we sort of get an inside look at
that and so what has occurred to me in
all the these conversations is that
everybody's curious about what other
organizations are doing in a migration
like this and everybody struggles a
little bit with imagining all the moving
parts and pieces for something like this
so today to start our talk I want to
introduce a metaphor that I hope is
helpful to you in how you think about IM
migration and it might also be helpful
when you're talking with stakeholders
that aren't quite as involved um in a
digital effort like this so I want you
to imagine for a second we're not moving
something digital I want you to imagine
a physical move imagine your company is
moving from one office to another
imagine that you're packing up boxes at
everyone's desks you're putting in
keyboards and monitors pens pencils
that's sort of the core part of the move
but then there's a lot of tangental
related pieces you have to think about
once you get to the new office you have
to figure out the Wii you have to figure
out where you're going to go get lunch
every day where the new bathrooms are
there's a lot of moving pieces
and I think for a physical office move
like that maybe you've gone through that
it's easier to imagine I think this is
an apt metaphor because figma is all of
our virtual offices that's where we
spend all of our time day in and day
out and so I want to tell you a quick
story before I hand things off to Derek
um a couple years ago one North actually
had a client who was moving offices
they're moving to this skyscraper right
in the middle um is being built in down
Chicago where both of our headquarters
are and the client came to us and they
said we're noticing a lot of
apprehension from our employees people
are worried about this move and so they
enlisted our help to design and build
them a website that communicated all the
cool new features that these employees
would get to take advantage of um and so
it's things like you know we're going to
have a lot more space so we can grow
into all these new desks that we're
going to have everything was
state-of-the-art all the technology in
there they even had AI for their
elevators so that during the lunch rush
you weren't waiting extra long for the
elevator all this cool stuff so when we
started the project we started with
research as we normally do and we went
and talked with those employees and it
was really Illuminating as research
often is because while all these new
office features would be a benefit to
those employees once they moved in
that's not what those employees were
thinking about right now now they were
worried about other things other things
were keeping them up at night and so in
these conversations in these interviews
two themes
emerged the first question that came up
more than any other question will the
building tip over when I'm in it you can
see here it has this really it's sort of
an engineering marble it tapers down at
the bottom this long steel core um and
people were really worried about that
and then the second question where's the
clo is Starbucks so you have really
really big existential uh questions
keeping people up at night and then
really really small details and so what
we learned from this these conversations
were that all those cool new features
they would benefit the employees once
they were in the office but that's not
what they were concerned about right now
they were worried about what their new
daily schedule was going to be um you
know where their train step was where
the where they were going to get coffee
in the morning
and so we added content to the site we
talked to the engineers and The
Architects reassured everyone about the
structural Integrity of the building we
put an interactive map where people
could find the closest Starbucks so we
were able to solve for all that the
website launched the client moved it was
all a success and so then to wrap up
this project the one North team went to
visit the new office and I was asking
everybody what is your favorite part
about this your new office can anyone
guess what their favorite feature was
from that list that I showed you well
it's a trick question because their
favorite feature wasn't on that list it
was this chocolate milk machine that was
in the common kitchen area everybody was
talking about it have you had the
chocolate milk yet I did it was awesome
it like took you right back to middle
school and but it was another sort of
aha moment for us that these are the
little details that people can really
rally around and they matter I think in
the key in Dylan's keynote this morning
some of the smallest updates got the
biggest
Applause and so thinking about these
little details that Delight when I fly
on United Airlines I am
disproportionately excited when the
snack cart comes around and so for all
of you brave enough to sit in our
premium cabin today we have brought some
snacks uh that you might enjoy on on
your flight with
United so to bring this back to what
we're here to talk about when one North
consults with clients we advise them a
large migration to figma it has three
dimensions it's a technical operational
but also a human endeavor and you have
to consider things both big and small in
order to ensure a successful adoption of
that
tool and so I'm going to hand things
over to Derek now and we're going to
talk about three main things first Derek
is going to set this the stage for the
scale of what his team does at United
it's a it's a very very large
organization then he's going to talk
about their move to figma at a high
level took about 2 years so we only have
15 minutes and then I'm going to wrap it
up with some lessons
learned take it away Derek right thanks
Jessica United is incredibly committed
to delivering a good experience for our
customers United also understands the
role our employees have in delivering
that experience for our customers to
that end we have two Design Systems
Atmos for our consumer facing products
and a Ryan for our internal facing
products many of you are probably aware
of our award-winning mobile app you may
have used it when you traveled here we
have a very talented team that is
constantly adding new features and
improvements to our mobile app to make
the customer Journey a better experience
this commitment to a great experience
extends to our many employees and
operations as well as a result we have a
dedicated ux team Focus exclusively on
designing custom applications for our
employees the recent growth at United
and our investment in technology for its
Workforce has driven growth for our team
as well we support over 100 products uh
in
operations and we have over 70 designers
is actively working in figma
today United recently hit a milestone of
employing over 100,000 people across
several different operational groups it
takes a lot of people and a lot of
technology to run an
airline United has an aggressive growth
Plan called United next and recently we
have over 200 new aircraft and service
and have hired over 30,000 employees uh
the past couple years
a couple years ago we reached an
inflection point knowing the high demand
that was headed our
way and it begged the question how do we
scale our team to support all this
growth we knew that our existing setup
was not going to scale to support demand
for future work for all the future work
coming our way so our move to figma was
a strategic move that resulted in us
consolid ating uh from three tools for
design prototyping and UI specs to
one in addition to migrating all our
work from sketch to figma we also had to
complete our work in the next major
release of Orion our design system and
also include the uh United brand refresh
in those
updates we had to do all of that while
continuing to deliver ongoing ux work in
our current Port portfolio
and avoid any disruptions to employee
facing applications and subsequently
overall Airline operations at
United given our challenges with all
this parallel work we had to be very
thoughtful and very strategic with how
we went about our migration to
figma I know Jessica said two years but
it was really 16 months uh overall this
timeline looks like 16 months but I'll
break it down a bit to highlight the key
Milestones I think the most important
decision for us was really building out
our Orion Library in figma before
allowing the team to start using figma
for project work this minimized rework
later and ensured that all our project
output was consistent just as it was
with our previous design tool this work
took about four
months sorry once we completed the
library we invited the team to start uh
using figma for all new project work at
the beginning of
2023 and by October of 2023 we completed
work on the Rebrand and also released a
Ryan
2.0 and to date we have 47 projects
either started in or migrated to figma
we still have some Legacy apps that are
in sketch um but we don't have any
current plans to migrate some of them
because we're we're not really investing
in them or making updates but we do we
do keep sketch a sketch license should
we need to make minor uh incremental
updates to those
apps we wanted to show some examples of
our design system elements uh from Orion
for
reference and how they look applied to
real operational applications for
United most of the brand updates were
subtle but our figma library and the
modes feature really gave us flexibility
and how we rolled out these changes to
our users and applications letting them
switch themes uh when the time was right
for them uh for comp by
comparison uh the the up the brand
updates to the mobile app and united.com
all had to happen at
once our upfront investment and our
design system and building out the
library in figma has has really been a
force multiplier for our team and
allowed us to scale and continuing to
deliver highquality design work as I
mentioned we have 47 projects in figma
since the beginning of
2023 and that that would not be possible
without that early upfront
investment to reiterate I wanted to
state that at United We strongly believe
that a good employee experience enables
a good customer experience
thank you
D and so a lot of organizations say that
but I think it's another to invest in
your team that delivers that and I
wanted to bring you just a piece of
anecdotal evidence a couple weeks ago
Dereck and I logged on to LinkedIn and
they all these notifications because
somebody had posted about their
experience as a customer with United
Jeremy does not work for United he does
not work for one North he was okay with
me sharing his post uh in this forum
today um it it went viral I don't there
were 10,000 likes um but I want to
highlight the relevant part Jeremy said
okay I don't know who is in charge of ux
design at United Airlines but you need
to slow down you're making the rest of
us look bad fullon ux service ecosystem
and it feels like it popped up overnight
though I realize this is the culmination
of years of hard work and I think this
is evidence that the customer experience
benefited from Derek and his team's
foresight years ago knowing that they
needed to make this move to figma
because United was buying 200 new
aircraft and his team needed to scale to
support that and so I share this as
evidence that it works but also I share
this because many of you in the audience
you may need to make the case for that
investment to your stakeholders and I
hear people focus on like yes figma is
much better for the designer experience
yes we could probably get you some stats
around improved efficiency for the
design to Dev workflow but I think it
goes beyond that and this is proof of
that I think you need to tie the
investment to figma and your design
system to much bigger business goals um
things like scale customer experience
employee
experience so we're going to wrap up
with just a few Lessons Learned and
final
thoughts we wanted to share our key
recommendations if you're planning your
own migration we know every company is
different but we believe these lessons
are relevant for
all one dedicate resources to the
migration and consider leveraging
outside help to help you with guidance
and
bandwidth to make a detailed figma
transition plan uh have a plan for
sunsetting your legacy
tools and then three rebuild components
within figma all at once do it the right
way the first time rather than peace
meal number four communicate early
regularly and often when Derrick and I
were talking about why their migration
was so successful he was like well we
did all these things like lunch and
learns showcases demos they were
regularly giving people information when
they needed
it and number five start now don't wait
for the perfect time we shared earlier
the United team did this during a
Rebrand during the launch of Orion 2.0
all while keeping 100 products and a
major airline moving so if they can do
it you can do it too and the longer you
wait the more designed debt you're going
to
acrw so I want to bring this full circle
back to the story I told at the
beginning think about those two pressing
questions will the building tip over
where's the closest Starbucks um there's
a real human element in there and I I
see organizations focus on tactics and
new features and sometimes inevitably
adoption can stall a it and the figma
adoption is way more than just the core
product and so in this physical office
move example these two questions were
about more than just the four walls of
the new office this was about the
broader ecosystem this was about the
train stop nearby this was about the
building and so as you think about a
figma adoption of course focus on the
core design tool but then think about
things like fig Jam Dev mode and also
the processes the people and their needs
and their daily
routines one of the most fun Parts about
partnering with Derrick's team actually
had nothing to do with figma but we're
going to share it today anyways we were
brainstorming out about ways to create
sort of internal excitement and
enthusiasm around the migration the
Rebrand the release of Ryan 2.0 and we
said why don't we brand the the design
system so we created an identity really
quickly we made all this swag Derrick
and I are sporting some of it today um
and the team loved it every time we go
to visit Derrick at his office they're
wearing hoodies um and you just see this
sort of rally around the design system
and so for them like that's their
chocolate milk that's the little thing
that they're all getting really excited
about and so to close a couple uh final
pieces of advice you know adoption won't
be automatic their their adoption was
successful because they were really
intentional about every step of the way
so make sure you have a plan for comms
internal enablement and
training as much as we love figma
tooling won't solve your Comm
communication issues so have a plan to
update processes documentation things
like that and finally to reiterate
migrating to figma is a technical
operational and human endeavor and
dererk and I didn't do this all together
so speaking of the humans that made this
possible we want to thank the United and
the one North team that are all sporting
their or here today give them a round of
[Applause]
applause and thank you all for coming
have a great rest of the conference
[Music]
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