Problems
Cultural probes are often used to get the most intimate insights from participants without the need to have a researcher physically present. They help researchers to understand and overcome cultural boundaries and bring diverse perspectives into a design process. Together with exit interviews and regular pulse checks, we determined our hypothesis was accurate which also revealed a larger cultural change.
The organization grappled with a multifaceted challenge that significantly impacted employee morale and overall workplace satisfaction. Several key issues needed to be identified, each contributing to a negative work environment resulting in destructive turnover.

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Hypothesis
The challenges within our organization, included the absence of structured growth opportunities and career paths, a lack of clarity on job expectations and evaluation criteria, perceived unfair or inadequate compensation, frequent goal changes causing confusion, and elevated employee turnover rates, collectively contribute to a negative work environment. 

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Game Plan
Areas to establish a healthy team were identified, activated, tracked and measured. They included a universally adopted product process,
visibility and opportunities for career growth, creating a consistent user experience evangelized by everyone, and creating a strong design culture. As we began to achieve goals we created new goals and refined the game plan delegating champions for each area.

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Leveling
Expanding and defining roles with UX-related KPI’s and growth metrics was a major missing component to this organization. The addition of leveling being clearly defined, established expectations and an outlook for future individual growth was a huge turning point for a trusting team.

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Assessment and Learning Game Plan
As a design lead, I could not meet the ever-growing and changing needs of product teams alone. The company was functioning at a design maturity level two. I implemented a skills matrix to determine individual design maturity and then developed a learning plan to improve weaker areas. After each course the team would re-evaluate their skill level across UX disciplines. To assess and measure the larger effects, I established a method of measure for UX-related KPI’s including: Usability, User Satisfaction, Engagement, Accessibility, Retention, Conversion and many others.

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Culture
Implementing a framework empowered our team for effective work presentation and valuable feedback, enhancing presentation skills and design defense in product meetings. Fostering a culture of constructive critique created a positive, collaborative environment, boosting continuous design improvement and team skills.

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Learnings

Ambiguity may manifest in various aspects
In this case taking on nuanced forms tied to specific roles within an organization.

Involve employees in decision-making
People like to know they are being heard and their opinions are considered.

Ensure employees know what and how they contribute
Aligning daily activities with the org’s strategy, employees gain purpose and fulfillment.

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Trust given is trust earned
Fostering autonomy shows higher employee motivation and engagement.