Case Study
Building a Design System for Scale for a Global Healthcare and Insurance Provider
The Challenge
A global healthcare and insurance provider faced fragmentation across its digital channels.
Without a centralised design system, delivery teams defaulted to building in silos, leading to:
Inconsistent design practices and duplicated components
Lack of shared governance, causing uneven customer experiences
The previous design system attempts faltering due to poor communication and adoption.
Higher delivery costs and slower speed-to-market driven by bespoke approaches.
Our Expertise
We partnered with this client to establish and scale a smart design system, involving practice reviews, vision shaping, user validation, and more.
The Solution
Reviewing practises against industry best practise
Auditing assets, team structures, workflows, and adoption models.Embedding expertise
Placing designers within product squads to pilot a contribution model where delivery teams co-create components.
Establishing governance rituals
Defining the processes, cadences, and playbacks that now guide contribution.
Product leadership
Providing product management services to shape the vision, roadmap, and stakeholder engagement model.
User-centred validation
Applying heuristics and usability testing to ensure new components met accessibility and customer needs.
The Impact
The engagement delivered:
First contribution model component shipped — a shared design element built, tested, and adopted.
Renewed trust and alignment — delivery teams re-engaged with the central design system team.
Evidence-based practice — 15 heuristic evaluations and 6 moderated usability tests embedded into the design lifecycle.
Sustainable foundation — roadmap, governance, and operating model set for future components and teams.
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