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Communicating and Establishing DesignOps as a New Function (Brennan Hartich at DesignOps Summit 2018)

Brennan Hartich: "Communicating and Establishing DesignOps as a New Function"
DesignOps Summit 2018 • November 7-8, 2018 • New York, NY

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Communicating and Establishing DesignOps as a New Function (Brennan Hartich at DesignOps Summit 2018)

  1. 1. Brennan Hartich Head of Design Operations, Intuit Small Business Communicating & Establishing DesignOps as a New Function
  2. 2. What have I been up to… Current: Intuit – Head of Design Operations Past: Facebook – Design Program Manager Intuit: Lead – Design Program Management Mirum/Various Agencies: Producer A few things about me… From: Los Angeles Major: International Business and Vocal/Cello Performance Food: Indian, French, and Mexican
  3. 3. The Intuit Design Team 500 12 Designers, content designers, researchers Design Program Managers
  4. 4. Why did we need DesignOps?
  5. 5. Going Global The future of our company was to operate successfully at a global level, we needed improved connections between offices. Constant Changes Continuous re-prioritization from Product Management and Marketing was causing churn and duplicate work. Communication Gaps Teams were siloed and had no visibility into work that was in progress or had launched. Why did we need a DesignOps team? The teamwasgettingto a scalethatneeded morethanjust ‘workarounds’tomanageoperations.
  6. 6. 3 Time Spent Designing 15 hours per day hours per week 37 percent of time spent designing Impact on productivity
  7. 7. How did we lay the ground work to build a DesignOps team?
  8. 8. Before you hire your first DesignOps team member… Roadshow with cross functional leadership Design Program Management Menu People, Processes, Priorities Matrix
  9. 9. Let’s talk about what DesignOps actually can offer... How DesignOps partners with designers and design leadership1 Operations • Headcount Planning • Roadmap Planning • Support ResearchTrips • X-Geo location growth strategy Project Management • AirTraffic Control • Design Sprints • ProjectTimelines/Scoping • Daily Standups Communication Strategy • Weekly digest of design projects • OnDemands (agendas, content) • Manage/create team spaces (wikis) Onboarding • Create a new hire program • Mentorship Programs • n00b buddies • Training sessions Process Design • Tool Management • Create collaboration frameworks • Design System Management Teambuilding/Culture • Offsites, workshops, L&D, team events • Building a design community • Therapist/Emotional Support
  10. 10. Now, let’s talk about what DesignOps actually does... How DesignOps partners with cross functional partners2 Relationships • Conduit to other Design Program Managers, Product Managers, etc • Build relationships with cross functional partners • Act as the initial point of contact for product and marketing teams Global Partnerships • Bridge between headquarters and global offices • Coordinate X-Geo and X-Segment projects • X-Geo ‘best practices’ sharing (design critiques/templates/agendas)
  11. 11. People, Process, and Priorities (The Three PPPs) • Designers’ career growth and guidance on design quality • Manage recruiting/hiring for direct hires • Staffing - knows each designer’s skills, career trajectory, etc • Syncs with other design managers (talent mobility, design best practices, etc) People Design Manager • Project/Program Management • Resourcing for projects • Events planning (offsites, team building) • Onboarding new employees • Solving design team satisfaction scores (Pulse) • Manage X-team documents, tools, wikis, etc Process DesignOps • Design/Product roadmap • Headcount planning • End-to-end product vision across all competencies • Drives outside-in, customer centric thinking • Vision and exploration to narrowing down product touch points Priorities Design Director
  12. 12. Things we all do together Resource planning Priority Planning People Updates Work Updates Leadership Updates
  13. 13. Now we had a brand new team. This is how we did it...
  14. 14. Which areas we tackled first… DesignOps team members began to create a web of knowledge sharing. • Weekly DesignOps syncs surfaced duplicate work from various teams • Re-evaluate current meetings • IntroductionAND removal of tools • Creation of a communication matrix • Creating a more open dialogue due to our reporting structure Bridging Communication We began to create a model for the company to work across multiple geographic locations. • Incorporate ‘global mindset training’ into new hire onboarding • Creation of a global buddy system • Using the new communication matrix to respect cultural and time zone differences • Having a DesignOps member own global collaboration Going Global There was now a dedicated role that could collect and organize all design needs. • Require briefs from partners in order for any work to be started • Implementing ‘maker time’ • Acting as a shield for the design team • Designers spent less time in meetings, as Design Leadership could attend instead Increasing efficiency
  15. 15. What didn’t work well • Allocating a DPM to a Design team that did not want one • Allocating a DPM to a design team of 80 • Hiring: one size does not fit all • Initial confusion around how this role was different from others • Trying to standardize too many things for the larger design team • Retaining design talent: through Pulse survey ownership • Allocating a DPM to a design team of 14 • Having DPMs report to DesignOps, not to Design Managers • Having programs that the DesignOps team could ‘own’ – onboarding, team finances, headcount tracking • Word of mouth is the best ‘sales’ tool What worked well
  16. 16. 3 Time Spent Designing 15 hours per day hours per week 37 percent of time spent designing Impact on productivity
  17. 17. 4 20 hours per day hours per week 50 percent of time spent designing Impact on productivity Time Spent Designing
  18. 18. 15 hrs weekly average 20 hrs week average ~13% increase, DesignOps improves designer productivity
  19. 19. 14 Designers Breakdown into actuals 1 DesignOps 210 +30 hrs/week 280 hrs/week design hours
  20. 20. DesignOps at scale 500 designers at Intuit +2500 design hours/week
  21. 21. So, what’s next? DesignOps & PMO Design Program Manager, Producer, Operations Design and Product Management Design and research repository
  22. 22. Feel free to reach out after the conference Connect on LinkedIn Send me an emailwork

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Brennan Hartich: "Communicating and Establishing DesignOps as a New Function" DesignOps Summit 2018 • November 7-8, 2018 • New York, NY


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