Development Studio
The secret? A team of skilled designers and knitters who combined their talents to run this revolutionary process. My job was to decode this unique knitwear development process in order to streamline sample design process.
1. The Challenge
The core challenge was to streamline the bespoke process for sample creation to reduce our lead time. The sales and sampling teams needed to collaborate effectively to translate intricate design requirements. This was complicated by the teams' and customers' familiarity with traditional manufacturing methods, contrasting starkly with the complexities of advanced knitting technology.
Environment
We saw an opportunity to serve smaller, online only based businesses. We needed greater agility and lower costs to cater to these smaller businesses.
We were stepping into environment with a long and deep history of producing knitwear. We had to "respect the depths" and this meant extensively shadowing the sampling team.
Empathy mapping was crucial in aligning and prioritizing the competing "fires", ensuring support for critical issues while other issues wouldn't make the cut.
2. The Approach
We focused on on-site ethnographic research due both to the availability of the sampling team which operated with constant fire drills, and to ensure we would be able to comprehend this complex process within our respective lifetimes.
Quantitative research was used to validate our qualitative assumptions. However, its use was limited to confirmation purposes, as the incomplete and sporadic nature of the data didn't allow for a more detailed quantitative analysis. At least this way we could ensure our that our qualitative insights were grounded in empirical evidence, albeit with a pinch of empirical salt.
Ethnographic on-site research was chosen due to time constraints and sampling team availability. Surveys lack depth, focus groups are time-intensive, and formal interviews require extensive scheduling. Ethnographic research offered quick, in-depth, contextual insights.
Quantitative research was used to validate our qualitative assumptions. However, its use was limited to confirmation purposes, as the incomplete and sporadic nature of the data didn't allow for a more detailed quantitative analysis. At least this way we could ensure our that our qualitative insights were grounded in empirical evidence with a pinch of empirical salt.
Collaboration
Collaboration was challenged by sporadic attendance due to operational backlogs. Personal meetings with the Sampling Team and remote options were arranged.
Feedback
Brainstorming was both real-time with daily sessions on the factory floor and in the sales office facilitating rapid idea validation.
We structured the interviews with individual and joint meetings of the sampling and sales teams, aimed at understanding and comparing their respective side of day-to-day operations. We used on-site behavioral observations to validate that the process described reflected reality.
Being on the factory floor was crucial as rapid back-and-forth allowed us to understand the complicated technical knowledge within our relative lifetime.
We knew a quantitative lens was essential with a complex problem. We often had to roll up our sleeves when working with often messy data.
3. Our Insights
Three key insights emerged, each highlighting a distinct challenge in the workflow. These insights stem from the interaction dynamics between sales, customers, and the sampling team, the reliance on traditional practices, and the gap in understanding the capabilities of new knitting technology.
Bridging Communication Gaps: We noticed a disconnect: while sales and customers preferred visual discussions, the sampling team needed exact data. This often led to guesswork and delays. It's clear we need a more unified communication method that caters to both visual and data-centric approaches, streamlining the process.
Moving Beyond Traditional Practices: Our reliance on physical design sheets proved to be a hindrance due to their inconsistency, leading to errors based on who was using them. Transitioning to a digital, standardized system is imperative. It will ensure uniform understanding and reduce mistakes, bringing everyone onto the same page.
Understanding New Technology: A significant gap in understanding the capabilities of our new knitting technology was evident. Tasks that were simple in traditional designs could be complex with the new technology, often leading to underestimations in project timelines. Developing a clear, shared language around these new capabilities is crucial.
Opportunities
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Risks
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Mapping the user journey was essential to make sense of the never-ending list of issues identified during our research. However, comprehensively mapping all pain-points was ultimately useful as it allowed us to look for common threads amongst disparate issues, while building trust with the users and stakeholders.
Communication between the customers and designers often resulted in visible instructions, standard practices in the garment industry.
While designs began with sketches, the end resulted needed to be precise measurements the Sampling Team fed into the knitting looms.
4. Our Solutions
In response to the insights gathered from our research, we implemented targeted solutions to decode and streamline the bespoke knitwear sampling design process. These solutions were designed to address the core challenges identified, namely communication gaps, process standardization, and technology understanding. Each solution ties back to our insights, ensuring a cohesive approach to enhancing efficiency and clarity in the process.
Alteration Mapping: To tackle the communication gap and vocabulary inconsistency, we introduced a comprehensive alteration mapping system. This system clearly defines standards and limitations for each type of alteration. It directly addresses the misalignment of expectations and the confusion caused by the lack of shared language in the knitting process. By standardizing alteration terms and processes, we've made it easier for all teams to understand and execute design modifications efficiently.
Tier Alignment: Acknowledging the varying complexities of alterations, we aligned them with different subscription tiers, assessing their impact on development timelines. This tier-based approach allows us to tailor alteration options to each tier, streamlining the development process.
It ensures that more complex alterations are handled at higher tiers, where additional time and resources can be allocated, while simpler, high-demand alterations are available at the basic tier, improving overall process efficiency and customer satisfaction.
Simplified User Flow: To enhance the user experience, particularly for 'Basic' tier users, we developed a simplified user flow. This flow focuses on alterations that are easy to develop yet in high demand, prioritizing user-friendliness and accessibility. It's a strategic move to make the design process more approachable for users who are new or less familiar with bespoke knitwear, ensuring they have a positive experience with manageable options, thereby fostering customer loyalty and satisfaction.
Implementation
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Revision
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With ongoing operations and with historical products in use, a tiered approach was taken to rolling out the new methodology iteratively managing the risk of this major redesign of both the system and the operations of Sales and Sampling. Work was often prioritized through the lens of the Kino Model, a popular and concise way of explaining priorities to leadership.
Pain-stakenly transforming key data from physical knit design sheets into a database-friendly format. Documentation was rarely consistent and often depended on the team member in-charge at the time.
With a comprehensive list of all potential alterations agreed upon, we could align the scope of alterations based on complexity and user demand.
5. The Outcomes
This endeavor spotlighted the paramount importance of melding user-centric design principles with technological prowess. Beyond the tech, it's about immersing oneself in the user's world, understanding their nuances, and crafting solutions that truly resonate. Design, at its core, is about people, and this project was a testament to that belief.
Efficiency
By prioritizing user experience, we expedited communication channels, achieving a remarkable 20% time reduction.
Flexibility
The platform, designed with adaptability in mind, catered to a diverse brand spectrum without overwhelming any user segment.
