Operationalizing Research
Instituting formal, continuous discovery frameworks and the platform's first System Usability Scale (SUS) tracking program to give leadership quantifiable proof of UX-led ROI
FEATURED CASE STUDY
Enterprise Transformation:
Scaling Design Operations & Platform Maturity
The Challenge: Inherited a reactive, production-focused design team working in siloes. The platform faced fragmented user experiences, a lack of standardized metrics, and heavy UX debt.
The Strategy: Restructured the UX organization by introducing specialized tracks (UX Architects vs. UX Designers), formalized a continuous user research framework, and established the company's first benchmarked System Usability Scale (SUS) tracking program.
The Impact:
Team Scale: Expanded UX team capabilities from a small reactive unit to a highly specialized, 8-person organization.
Measurable Quality Gains: Provided Product Management with a prioritized backlog of ecosystem enhancements that systematically eliminated design debt.
Data-Backed ROI: Launched a formal SUS tracking initiative to provide executive leadership with empirical proof of continuous product improvement.
“You are a very good leader. I would hire you again in a heartbeat, anywhere I went.”
- CIO Fintech
Scaling UX Organizations.
Driving Platform Maturity
UX executive who bridges the gap between complex user needs and macro business growth
Specializing in turning reactive design functions into proactive, research-driven organizations that scale enterprise platforms and move business metrics
Organizational Scaling
Designing specialized, highly efficient UX tracks (Architects vs. Designers) to optimize project velocity, eliminate design debt, and scale operational footprint
Product Strategy and ROI
Dismantling enterprise product silos through moderated workshops that compress alignment timelines and build strong, shared product requirements
“Greg Dilley, who leads the UX team has become the most important mentor I have ever had.
Without reading off his resumé, Greg is an exceptionally polished leader who has corrected the UX team’s approach from being a production studio that sticks bandaids on problems posed by product managers without deeper exploration, to being collaborators on product teams, helping to identify the root problems affecting user experience.
The results of this work are not splashy, and may not easily bubble up to your level for visibility, but the foundations of our solutions are stronger because of the processes instilled by Greg.
That's just one aspect of how things have changed since Greg's been here.”