As a Fractional UX Leader, I was brought in to establish a UX structure within a government ministry undergoing a digital transformation.
The challenge was to introduce user-centric processes, improve decision-making efficiency, and create a sustainable UX governance model while working with a cross-functional team under legacy workflows and bureaucratic constraints.
Skills & Task
- Leadership
- Strategy
- Roadmap
- Discovery
Results & Impact
- Reduced execution time for UX projects
- Cut design validation cycles from months to weeks
- Increased evidence-based decisions by integrating user research into strategic planning
- Built a scalable UX practice that remains functional even after project completion
- Created a framework for continuous learning, reducing dependency on external consultants
Project Outcome
The challenge
Government agencies often operate with fragmented UX efforts, outdated workflows, and limited cross-team collaboration. The ministry had a lack of UX structure, resulting in:
- Slow, waterfall-driven processes
- Inefficient decision-making without user research
- High investment waste due to misaligned priorities
- Limited design capabilities within the team
Their goal was to create a more agile, user-driven approach to improve digital services while ensuring scalability for long-term impact.
My Role as a Fractional UX Leader
Rather than hiring a full-time UX executive, the Ministry opted for Fractional Leadership, allowing for high-level UX expertise without the overhead of a permanent role. My key responsibilities included:
- Establishing a UX practice with lean, scalable frameworks
- Guiding the transition from execution-driven design to strategy-led UX
- Coaching and mentoring the internal team to scale efficiently
- Integrating research into decision-making to shift from assumptions to data-backed strategies
- Facilitating cross-department alignment to break silos and ensure continuity
Results & Impact
- Reduced execution time for UX projects
- Cut design validation cycles from months to weeks
- Increased evidence-based decisions by integrating user research into strategic planning
- Built a scalable UX practice that remains functional even after project completion
- Created a framework for continuous learning, reducing dependency on external consultants
“Our greatest weakness lies in giving up. The most certain way to succeed is always to try just one more time.”
Alan AdamsCEO, Essential Company