Scaling Design

1. SumUp – A better way to get paid.SumUp – A better way to get paid.SumUp – A better way to get paid. Scaling Design @SumUp Pamela Mead | Global VP of Design SumUp UXDX Conference Berlin | April 28 2020

2. SumUp – A better way to get paid. When I joined SumUp...

3. SumUp – A better way to get paid. ● Growing the team, defining the organization ● Extending design practices & culture ● Building a design community ● Enhancing the design system for scalability ● Laying foundation for career development ● Working with management team to understand role of design ● Establishing ways of collaborating ... Anticipating the journey @SumUp

4. SumUp – A better way to get paid. Familiar models | Organizational design maturity @SumUp Source:DanishDesignCentre2003 SumUp is roughly here - similar to most companies 01No Design 02 Design as Styling Tactical Driver 03 Design as Process Organizational Driver 04 Design as Strategy Strategic Driver

5. SumUp – A better way to get paid. Vertical Easier alignment Focus on business group alignment and priorities, integrated way of working Horizontal Consistent design Focus on design standards, quality, shared practices Stage 02&03 Establishing: Centralized design with embedded teams Stage 02&03 Integrated: Distributed teams with empowered transversal team Stage 01&02 Fragmented: Scattered individual designers Familiar models | Evolving organizations to match maturity from here to there

6. SumUp – A better way to get paid. Familiar models | The magic triad design product engineering

7. SumUp – A better way to get paid. Uniquely SumUp

8. SumUp – A better way to get paid. One merchant “one” product | One interface

9. SumUp – A better way to get paid. One merchant “one” product | One interface

10. SumUp – A better way to get paid. One merchant “one” product | A coordinated experience Merchant Support Experience T 1 T 2 T 3 Coordinated marketing touchpoints PM 1 PM 3PM 1 User Experience Journey Product 1 Product 2 Product 3 Product 4

11. SumUp – A better way to get paid. One merchant “one” product | A coordinated experience Dashboard Sales Payouts SumUp Card Virtual Terminal My products Account details Employees For developers Billing My card readers Refer a friend Shop Support POS Lite Payments (Sofia) Sofia Referral Squad (Brazil) Activation Squad Customer Success Logistics Consumer (Cologne & US) Merchant growth Online Payments Berlin (PO) / Sofia (Design) Pages of SumUp Dashboard (desktop) and their autonomous teams

12. SumUp – A better way to get paid. Scaling design for autonomous teams

13. SumUp – A better way to get paid. The design organization How might we support autonomy through deep collaboration? Practices & community How might we leverage community to build commitment towards excellence and delivery? UX strategy & Product vision How might we enhance impact through empowered teams? 1 2 3

14. SumUp – A better way to get paid. The design organization 1

15. SumUp – A better way to get paid. As we move toward autonomous teams, the focus for growing a design organization needs to be on skills and culture.

16. SumUp – A better way to get paid. 60 Designers Brand & Product Designers, User Researchers Nov Dec Jan Feb Mar Apr 35 +4 +3 +3 +8 +7 =

17. SumUp – A better way to get paid. SPECIALISTS TEAM DESIGNER UI/ visual UI copy user researcher front end developer motion designer

18. SumUp – A better way to get paid. Acquisition Hardware Merchant Growth Payments Banking ... Marketing EU Marketing BR Marketing Channels EMBEDDED TEAMS Product tribes Marketing teams GLOBAL PLATFORM Brand design User research Design system Service design Design ops Design experts Organizational framing

19. SumUp – A better way to get paid. Supporting autonomy through deep collaboration 1. Adapt your organization to the philosophy of the company. 2. Don’t compromise quality of talent and cultural fit. 3. Grow at a pace the organization can handle. 4. Nurture internal talent.

20. SumUp – A better way to get paid. Practices & Community 2

21. SumUp – A better way to get paid. The shift of influence moves from that of the organization (i.e. centralized design) to that of the community (i.e. chapter).

22. SumUp – A better way to get paid. Sao Paulo office 10 Product designers 12 Brand designers 2 UX researchers Sofia office 2 Product designers Berlin office 7 Product designers 14 Brand designers 1 UX researchers 1 System designer 2 Strategic designers 1 Part time design ops Copenhagen office 2 Product designers Warsaw office 2 Product designers Cologne office 1 Product designers Denver office 1 All-round designer

23. SumUp – A better way to get paid.

26. SumUp – A better way to get paid. Design excellence Attention to detail 1—Better fit Need-focussed, contextual, market-related 2—Better usability Clear, effective, efficient 3—Better accessibility Inclusive, error-tolerant, helpful 4—Better consistency Familiar, durable 5—Better look & feel Delightful, safe, distinctive 6—Better business impact Data, insights, value

27. SumUp – A better way to get paid. Leveraging community to build commitment towards excellence and delivery 1. Connect with your designers face-2-face. 2. Share the narrative of what you want to achieve. 3. Agree on community values and principles. 4. Reinforce open feedback culture.

28. SumUp – A better way to get paid. UX strategy & Product vision 3

29. SumUp – A better way to get paid. A cohesive end2end customer journey requires a narrative that inspires and empowers autonomous teams to make decisions.

30. SumUp – A better way to get paid. One merchant “one” product | A coordinated experience User Experience Journey Product 1 Product 2 Product 3 Product 4 Merchant Support Experience T 1 T 2 T 3 Coordinated marketing touchpoints PM 1 PM 3PM 1

31. SumUp – A better way to get paid. Merchant User Experience Journey Readers Invoicing Sell online Card Bank Merchant Support Experience Help Customer Care Coordinated marketing touchpoints CRM AdsSite Experience principles Shared principles - an experience DNA Service principles Brand characteristics

32. SumUp – A better way to get paid. Telling a story

33. SumUp – A better way to get paid. UX Strategy anchored in the brand and merchant knowledge

34. SumUp – A better way to get paid. UX Strategy needs to be translated into actionable UX principles and a robust design system

35. SumUp – A better way to get paid. UX Strategy needs to be translated into actionable UX principles and a robust design system

36. SumUp – A better way to get paid. Enhancing impact through empowered teams 1. Inspire with a story of what’s possible. 2. Communicate with passion and commitment. 3. Bring everyone on this journey. Especially engineers. 4. Make it easy to engage.

37. SumUp – A better way to get paid. The design organization 1. Adapt your organization to the philosophy of the company. 2. Don’t compromise quality of talent and cultural fit. 3. Grow at a pace the organization can handle. 4. Nurture internal talent. Practices & community 1. Connect with your designers face2face. 2. Share the narrative of what you want to achieve. 3. Agree on community values and principles. 4. Reinforce open feedback culture. UX strategy & Product vision 1. Inspire with a story of what’s possible. 2. Communicate with passion and commitment. 3. Bring everyone on this journey. Especially engineers. 4. Make it easy to engage.

38. SumUp – A better way to get paid. Know your company

39. Delivery Hero SE - This document is strictly confidential and may not be copied, used, made available or be disclosed to third parties without prior written permission. 39 @ChamoixExperience,Flickr

40. SumUp – A better way to get paid. From CEO and leadership team Authentic support

41. SumUp – A better way to get paid. ● Clear mission ● Radical collaboration ● Unbridled passion ● Endurance Design leadership for scaling

42. SumUp – A better way to get paid. Pamela Mead @mooman pamela.mead@sumup.com Thank you.

Scaling Design

Scaling Design

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