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What can DesignOps
do for you?
Carol Smith @carologic
TLMUX, Montreal, Quebec. February 28, 2019
This work is licensed und...
What can Design Ops do for you? / @carologic
DesignOps
Intro
Initiating
and Organizing Teams
Alignment
& Consistency
Consistency with
the way people work*
Different ways of working
may require inconsistencies
*Grudin, J. 1989. The case aga...
Breaks down team and discipline
silos… minimise wastage,
deliver quality outputs and learn
quickly from any mistakes.
- St...
What can Design Ops do for you? / @carologic
Why Operations?
Time
Resources
Distributed teams
Scaling/efficiency of work
I...
Solo?
Small team?
“Having a “DesignOps mindset”
in your team is important,
no matter how big your company is.
It creates efficiencies in the...
What can Design Ops do for you? / @carologic
Ops work is not new
At least 10 years
Term created ~3 years ago
Adapted from ...
What can Design Ops do for you? / @carologic
Still evolving….
Images from: “Introducing DesignOps: Amplify the value of de...
“DesignOps is everything that
supports high quality crafts, methods,
and processes."
- Dave Malouf, IxDA,
DesignOps Summit...
What can Design Ops do for you? / @carologic
DesignOps and ResearchOps
1. Day-To-Day work
2. Functional Maturation
3. Grow...
What can Design Ops do for you? / @carologic
1. Day-To-Day Work: Tools and Templates
DesignOps: the questions you’re proba...
What can Design Ops do for you? / @carologic
Tool Selection and Licensing
ModeratedUn-Moderated
Complex
Simple
What can Design Ops do for you? / @carologic
Day-To-Day Work: Frameworks, Patterns
Sophisticated products
Large families o...
What can Design Ops do for you? / @carologic
Design Language / System / Style Guide
IBM Design Language: https://www.ibm.c...
ResearchOps
(ResOps)
What can Design Ops do for you? / @carologic
ResOps: Sourcing and Recruiting
Tracking participation
Screening participants...
What can Design Ops do for you? / @carologic
ResOps: Consent, NDA’s and Incentives
Consent Form (Adult), Usability.gov, U....
What can Design Ops do for you? / @carologic
ResOps: Coordinating
Logistics - locations
Reservations - travel
Participant ...
What can Design Ops do for you? / @carologic
ResOps: Gear Management
Observation
Testing
Tablets
Phones
Clean laptops
Lab ...
What can Design Ops do for you? / @carologic
ResOps: Prepare team - mentally / physically
Photo:https://commons.wikimedia....
What can Design Ops do for you? / @carologic
2. Functional Maturation
Process maturation
Organization
- Folder structure
-...
What can Design Ops do for you? / @carologic
Workflow
DesignOps: the questions you’re probably asking yourself now. By Fab...
What can Design Ops do for you? / @carologic
How does work progress?
What is a good process?
Who initiates a project?
How ...
What can Design Ops do for you? / @carologic
Rationale
Jakob Nielsen’s Alertbox. Why You Only Need to Test with 5 Users.
M...
What can Design Ops do for you? / @carologic
ResOps: High volume / longitudinal studies
Track longitudinal research
Suppor...
What can Design Ops do for you? / @carologic
ResOps: Archiving and tracking insights
Knowledge across teams
Match personas...
What can Design Ops do for you? / @carologic
3. Growth & Development
Headcount and hiring
Project pipeline
Retention
Educa...
Pittsburgh, PA - photo by Dave DiCello
What can Design Ops do for you? / @carologic
Primary Activities
1. Day-To-Day work
2. Functional Maturation
3. Growth & De...
What can Design Ops do for you? / @carologic
Initiating DesignOps
What can Design Ops do for you? / @carologic
Potential issues to solve
Alignment
Benefits of scaling
Regularly scheduled s...
“What we’ve learned over time is that
when our [designers] are spending more
than 50% of their time doing operational
work...
What can Design Ops do for you? / @carologic
Leadership understand need and benefits?
Long-term planning
- Scaling operati...
What can Design Ops do for you? / @carologic
Leadership understand need and benefits?
Expected future work vs. resources
-...
What can Design Ops do for you? / @carologic
Build the case
Team complaints
Quality – increasing consistency
Cost savings
...
What can Design Ops do for you? / @carologic
Get Started
Identify champion (Director level and above)
Recruit cross-functi...
What can Design Ops do for you? / @carologic
Move forward!
Job description
Initial (essential) tasks
Internal hire if poss...
What can Design Ops do for you? / @carologic
Regular Retrospectives – core team +
What is working?
What is not?
What needs...
What can Design Ops do for you? / @carologic
Organizing
DesignOps
What can Design Ops do for you? / @carologic
Vary by
• Team size
• Knowledge of design
• Organizational skills
• Type of o...
“We needed a team
dedicated to running
a highly integrated
and effective design org.”
- Adrian Cleave, Airbnb
DesignOps at...
What can Design Ops do for you? / @carologic
Airbnb: 5 Teams
Design Program Management – holistic process
Design Tools - e...
What can Design Ops do for you? / @carologic
Project/Squad Support
Design Manager
Designer
Designer
Designer
Adapted From:...
What can Design Ops do for you? / @carologic
Embed as Partners
Own schedule and milestones
Drive and improve creative proc...
What can Design Ops do for you? / @carologic
Design/UX Hygiene
DesignOps Leader
Adapted From: Kate Battles, Meredith Black...
What can Design Ops do for you? / @carologic
Sets standards and refine processes
Tooling, systems
Communications and meetin...
What can Design Ops do for you? / @carologic
Sharing Information
Infusing patterns across the organization
Awareness of cr...
What can Design Ops do for you? / @carologic
Growth - Hybrid
DesignOps Leader
Design Manager DesOps Design Manager DesOps
...
“The most effective DesignOps teams
are servant leaders to their
organizations
and respected peers to design leaders
and t...
What can Design Ops do for you? / @carologic
Successful DesignOps
Keep leadership involved
Spread good news
Update your st...
What can Design Ops do for you? / @carologic
Integrate DesignOps
Keep it practical – start small
Where can DesignOps provi...
“one person shouldn’t do it
all—it takes a well-rounded
team of different talents to
succeed and thrive.”
- Meredith Black...
What can Design Ops do for you? / @carologic
Continue the conversation...
LinkedIn: CarolJSmith
Twitter: @Carologic
Slides...
What can Design Ops do for you? / @carologic
Appendix
Information and Resources
What can Design Ops do for you? / @carologic
Resources
• Design Ops — A New Discipline. By Andy Budd, Clearleft. September...
What can Design Ops do for you? / @carologic
David Malouf's Writings
• What is design operations and why should you care? ...
What can Design Ops do for you? / @carologic
Additional Resources
• Cordes, R. E. and Spine, T. M. 2007. Transcending orga...
What can Design Ops do for you? / @carologic
More Resources
• Mayhew, D. J. (1992). Principles and guidelines in software ...
What can DesignOps do for you? by Carol Smith at TLMUX in Montreal
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What can DesignOps do for you? by Carol Smith at TLMUX in Montreal

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You have probably seen the terms DesignOps and/or ResearchOps float by in your social media queue. These teams make designing (and researching) at scale beautifully efficient and successful. Carol steps through how these teams work, the types of activities they perform, situations they are helpful for, and ways you can leverage these types of programs in your organization. Carol will share examples from her experiences and stories from other organizations that are using Design Ops to do effective design at scale.

Presented at Tout le monde UX in Montreal, Quebec, Canada on February 28, 2019. http://toutlemonde-ux.com/

Published in: Design
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What can DesignOps do for you? by Carol Smith at TLMUX in Montreal

  1. 1. What can DesignOps do for you? Carol Smith @carologic TLMUX, Montreal, Quebec. February 28, 2019 This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License except where noted otherwise.
  2. 2. What can Design Ops do for you? / @carologic DesignOps Intro Initiating and Organizing Teams
  3. 3. Alignment & Consistency
  4. 4. Consistency with the way people work* Different ways of working may require inconsistencies *Grudin, J. 1989. The case against user interface consistency. Commun. ACM 32, 10 (Oct. 1989), 1164-1173. - J. Grudin
  5. 5. Breaks down team and discipline silos… minimise wastage, deliver quality outputs and learn quickly from any mistakes. - Stu Collett Why our industry is paying more attention to Design Ops in 2018. By Stu Collett, UX Collective. Jan 25, 2018. https://uxdesign.cc/the-rise-of-design-ops-in-2018-f439edbc1513
  6. 6. What can Design Ops do for you? / @carologic Why Operations? Time Resources Distributed teams Scaling/efficiency of work Improvement of processes
  7. 7. Solo? Small team?
  8. 8. “Having a “DesignOps mindset” in your team is important, no matter how big your company is. It creates efficiencies in the long run, and generates more consistent work.” DesignOps: the questions you’re probably asking yourself now. By Fabricio Teixeira. https://uxdesign.cc/designops-the-questions-youre-probably-asking-yourself-now-fdac491bfe4f - Fabricio Teixeira
  9. 9. What can Design Ops do for you? / @carologic Ops work is not new At least 10 years Term created ~3 years ago Adapted from DevOps
  10. 10. What can Design Ops do for you? / @carologic Still evolving…. Images from: “Introducing DesignOps: Amplify the value of design" By Dave Malouf, DesignOps Summit and IxDA. In“DesignOps Handbook.” Apple Books by Kate Battles, Meredith Black, Dave Malouf, Collin Whitehead, and Gregg Bernstein (editor).
  11. 11. “DesignOps is everything that supports high quality crafts, methods, and processes." - Dave Malouf, IxDA, DesignOps Summit Excerpt From: Kate Battles, Meredith Black, Dave Malouf, Collin Whitehead, and Gregg Bernstein (editor). DesignOps Handbook.” Apple Books
  12. 12. What can Design Ops do for you? / @carologic DesignOps and ResearchOps 1. Day-To-Day work 2. Functional Maturation 3. Growth & Development
  13. 13. What can Design Ops do for you? / @carologic 1. Day-To-Day Work: Tools and Templates DesignOps: the questions you’re probably asking yourself now. By Fabricio Teixeira. https://uxdesign.cc/designops-the-questions-youre-probably-asking-yourself-now-fdac491bfe4f
  14. 14. What can Design Ops do for you? / @carologic Tool Selection and Licensing ModeratedUn-Moderated Complex Simple
  15. 15. What can Design Ops do for you? / @carologic Day-To-Day Work: Frameworks, Patterns Sophisticated products Large families of work Squads - related problems Reduces effort, improve consistency Design Systems - Material Material by Google: https://material.io/design/
  16. 16. What can Design Ops do for you? / @carologic Design Language / System / Style Guide IBM Design Language: https://www.ibm.com/design/language/elements/color
  17. 17. ResearchOps (ResOps)
  18. 18. What can Design Ops do for you? / @carologic ResOps: Sourcing and Recruiting Tracking participation Screening participants Scheduling Building panel Directions Consent Form (Adult), Usability.gov, U.S. Department of Health & Human Services https://www.usability.gov/how-to-and-tools/resources/templates/consent-form-adult.html
  19. 19. What can Design Ops do for you? / @carologic ResOps: Consent, NDA’s and Incentives Consent Form (Adult), Usability.gov, U.S. Department of Health & Human Services https://www.usability.gov/how-to-and-tools/resources/templates/consent-form-adult.html
  20. 20. What can Design Ops do for you? / @carologic ResOps: Coordinating Logistics - locations Reservations - travel Participant main contact Lab greeting
  21. 21. What can Design Ops do for you? / @carologic ResOps: Gear Management Observation Testing Tablets Phones Clean laptops Lab management
  22. 22. What can Design Ops do for you? / @carologic ResOps: Prepare team - mentally / physically Photo:https://commons.wikimedia.org/wiki/File:Domestic_shorthaired_cat_face.jpg
  23. 23. What can Design Ops do for you? / @carologic 2. Functional Maturation Process maturation Organization - Folder structure - Longer-term archiving Planning Budget and governance DesignOps: the questions you’re probably asking yourself now. By Fabricio Teixeira. https://uxdesign.cc/designops-the-questions-youre-probably-asking-yourself-now-fdac491bfe4f
  24. 24. What can Design Ops do for you? / @carologic Workflow DesignOps: the questions you’re probably asking yourself now. By Fabricio Teixeira. https://uxdesign.cc/designops-the-questions-youre-probably-asking-yourself-now-fdac491bfe4f
  25. 25. What can Design Ops do for you? / @carologic How does work progress? What is a good process? Who initiates a project? How should a project start?
  26. 26. What can Design Ops do for you? / @carologic Rationale Jakob Nielsen’s Alertbox. Why You Only Need to Test with 5 Users. March 19, 2000. http://www.useit.com/alertbox/20000319.html Number of Test Participants Participants are representative of specific user group and are doing representative tasks More participants take more time, cost more money - significantly diminishing returns.
  27. 27. What can Design Ops do for you? / @carologic ResOps: High volume / longitudinal studies Track longitudinal research Support diary studies Administer large surveys
  28. 28. What can Design Ops do for you? / @carologic ResOps: Archiving and tracking insights Knowledge across teams Match personas, products Curate, collect data from teams
  29. 29. What can Design Ops do for you? / @carologic 3. Growth & Development Headcount and hiring Project pipeline Retention Education, conferences Evangelization DesignOps: the questions you’re probably asking yourself now. By Fabricio Teixeira. https://uxdesign.cc/designops-the-questions-youre-probably-asking-yourself-now-fdac491bfe4f
  30. 30. Pittsburgh, PA - photo by Dave DiCello
  31. 31. What can Design Ops do for you? / @carologic Primary Activities 1. Day-To-Day work 2. Functional Maturation 3. Growth & Development
  32. 32. What can Design Ops do for you? / @carologic Initiating DesignOps
  33. 33. What can Design Ops do for you? / @carologic Potential issues to solve Alignment Benefits of scaling Regularly scheduled studies Meeting deadlines Design critiques /feedback sessions
  34. 34. “What we’ve learned over time is that when our [designers] are spending more than 50% of their time doing operational work, that’s a problem.” - Adrienne Allnutt, LinkedIn Excerpt From: Kate Battles, Meredith Black, Dave Malouf, Collin Whitehead, and Gregg Bernstein (editor). “DesignOps Handbook.” Apple Books.
  35. 35. What can Design Ops do for you? / @carologic Leadership understand need and benefits? Long-term planning - Scaling operations - Creating patterns - Processes
  36. 36. What can Design Ops do for you? / @carologic Leadership understand need and benefits? Expected future work vs. resources - Faster more efficient - Reduced training - Reduced arbitrary decision making
  37. 37. What can Design Ops do for you? / @carologic Build the case Team complaints Quality – increasing consistency Cost savings – Reducing tools and processes – Saving time
  38. 38. What can Design Ops do for you? / @carologic Get Started Identify champion (Director level and above) Recruit cross-functional team Core group (1-3 people): – Determine initial “experiment” – Scope initial role – Develop job description
  39. 39. What can Design Ops do for you? / @carologic Move forward! Job description Initial (essential) tasks Internal hire if possible Understands design/UX Start small – 1 squad or team
  40. 40. What can Design Ops do for you? / @carologic Regular Retrospectives – core team + What is working? What is not? What needs to be improved? Is the model of organization working? Where are there gaps?
  41. 41. What can Design Ops do for you? / @carologic Organizing DesignOps
  42. 42. What can Design Ops do for you? / @carologic Vary by • Team size • Knowledge of design • Organizational skills • Type of organization
  43. 43. “We needed a team dedicated to running a highly integrated and effective design org.” - Adrian Cleave, Airbnb DesignOps at Airbnb: How we manage effective design at scale. By Adrian Cleave. https://airbnb.design/designops-airbnb/
  44. 44. What can Design Ops do for you? / @carologic Airbnb: 5 Teams Design Program Management – holistic process Design Tools - empower and amplify designers Localization – international and radically local Production Design - highest quality Team Coordinators – healthy, happy teams and sane leadership DesignOps at Airbnb: How we manage effective design at scale. By Adrian Cleave. https://airbnb.design/designops-airbnb/
  45. 45. What can Design Ops do for you? / @carologic Project/Squad Support Design Manager Designer Designer Designer Adapted From: Kate Battles, Meredith Black, Dave Malouf, Collin Whitehead, and Gregg Bernstein (editor). “DesignOps Handbook.” Apple Books. DesOps Leader Design Manager DesOps Leader Designer Designer Designer
  46. 46. What can Design Ops do for you? / @carologic Embed as Partners Own schedule and milestones Drive and improve creative process Ensure needs met Adapted From: Kate Battles, Meredith Black, Dave Malouf, Collin Whitehead, and Gregg Bernstein (editor). “DesignOps Handbook.” Apple Books.
  47. 47. What can Design Ops do for you? / @carologic Design/UX Hygiene DesignOps Leader Adapted From: Kate Battles, Meredith Black, Dave Malouf, Collin Whitehead, and Gregg Bernstein (editor). “DesignOps Handbook.” Apple Books. Design Manager Designer Designer Designer Design Manager Designer Designer Designer Design Manager Designer Designer Designer
  48. 48. What can Design Ops do for you? / @carologic Sets standards and refine processes Tooling, systems Communications and meetings Team development Adapted From: Kate Battles, Meredith Black, Dave Malouf, Collin Whitehead, and Gregg Bernstein (editor). “DesignOps Handbook.” Apple Books.
  49. 49. What can Design Ops do for you? / @carologic Sharing Information Infusing patterns across the organization Awareness of cross-team efforts
  50. 50. What can Design Ops do for you? / @carologic Growth - Hybrid DesignOps Leader Design Manager DesOps Design Manager DesOps Designer Designer Designer Designer Designer Designer
  51. 51. “The most effective DesignOps teams are servant leaders to their organizations and respected peers to design leaders and teams.” - Collin Whitehead, Dropbox Excerpt From: Kate Battles, Meredith Black, Dave Malouf, Collin Whitehead, and Gregg Bernstein (editor). DesignOps Handbook.” Apple Books
  52. 52. What can Design Ops do for you? / @carologic Successful DesignOps Keep leadership involved Spread good news Update your stakeholders • Show successes and impact • Progress on improvements Excerpt From: Kate Battles, Meredith Black, Dave Malouf, Collin Whitehead, and Gregg Bernstein (editor). “DesignOps Handbook.” Apple Books.
  53. 53. What can Design Ops do for you? / @carologic Integrate DesignOps Keep it practical – start small Where can DesignOps provide value? • Day-To-Day work • Functional Maturation • Growth & Development
  54. 54. “one person shouldn’t do it all—it takes a well-rounded team of different talents to succeed and thrive.” - Meredith Black, Pinterest Excerpt From: Kate Battles, Meredith Black, Dave Malouf, Collin Whitehead, and Gregg Bernstein (editor). DesignOps Handbook.” Apple Books
  55. 55. What can Design Ops do for you? / @carologic Continue the conversation... LinkedIn: CarolJSmith Twitter: @Carologic Slideshare: carologic
  56. 56. What can Design Ops do for you? / @carologic Appendix Information and Resources
  57. 57. What can Design Ops do for you? / @carologic Resources • Design Ops — A New Discipline. By Andy Budd, Clearleft. September 6, 2017 https://clearleft.com/posts/design-ops-a-new-discipline • DesignOps: the questions you’re probably asking yourself now: A 5-min guide to the topic all your designer friends are talking about. By Fabricio Teixeira, UX Collective. Jun 19, 2018. https://uxdesign.cc/designops- the-questions-youre-probably-asking-yourself-now-fdac491bfe4f • Why our industry is paying more attention to Design Ops in 2018: Where design is a standalone entity and creative delivery stalls, the commercial and cultural impact across the organisation can be harmful. By Stu Collett, UX Collective. Jan 25, 2018. https://uxdesign.cc/the-rise-of-design-ops-in-2018-f439edbc1513 • DesignOps at Airbnb: How we manage effective design at scale. By Adrian Cleave, Airbnb Design. https://airbnb.design/designops-airbnb/ • DesignOps Handbook. By Kate Battles, Meredith Black, Dave Malouf, Collin Whitehead, and Gregg Bernstein (editor), DesignBetter by InVision. https://www.designbetter.co/designops-handbook • DesignOps Summit 2017 and 2018. By Rosenfeld Media. https://rosenfeldmedia.com/designopssummit2018/
  58. 58. What can Design Ops do for you? / @carologic David Malouf's Writings • What is design operations and why should you care? By David Malouf, Designer Hangout. Jan 4, 2017 https://medium.com/designer-hangout/what-is-design-operations-and-why-should-you-care-b72f02b47761 • An Introduction to Design Operations. By Dave Malouf, Digital Ocean. October 30, 2017. https://blog.digitalocean.com/introduction-to-design-ops/ • Understanding the role of design operations on your team. By Dave Malouf, Inside Design. Feb 28, 2018 https://www.invisionapp.com/inside-design/understanding-design-operations/
  59. 59. What can Design Ops do for you? / @carologic Additional Resources • Cordes, R. E. and Spine, T. M. 2007. Transcending organizational boundaries: virtual team approach in UI guideline development. In Proceedings of the 2007 Symposium on Computer Human interaction For the Management of information Technology (Cambridge, Massachusetts, March 30 - 31, 2007). CHIMIT '07. ACM, New York, NY, 7. • Gale, S. A Collaborative Approach to Developing Style Guides. Conference proceedings on Human factors in Computing Systems April 13 - 18, 1996, Vancouver Canada. ACM Press, (pp. 362-367). • Galitz, W. O. (2002). The essential guide to user interface design: An introduction to GUI design principles and techniques (Second Edition). Wiley: New York, NY. • Grudin, J. 1989. The case against user interface consistency. Commun. ACM 32, 10 (Oct. 1989), 1164-1173. • Kuniavsky, M. and Raghavan, S. 2005. Guidelines are a tool: building a design knowledge management system for programmers. In Proceedings of the 2005 Conference on Designing For User Experience (San Francisco, California, November 03 - 05, 2005). Designing For User Experiences, vol. 135. AIGA: American Institute of Graphic Arts, New York, NY, 8.
  60. 60. What can Design Ops do for you? / @carologic More Resources • Mayhew, D. J. (1992). Principles and guidelines in software user interface design. Prentice Hall: Englewood Cliffs, NJ. • Rae, A. 2007. Helping the operator in the loop: practical human machine interface principles for safe computer controlled systems. In Proceedings of the Twelfth Australian Workshop on Safety Critical Systems and Software and Safety-Related Programmable Systems - Volume 86 (Adelaide, Australia, August 30 - 31, 2007). T. Cant, Ed. Conferences in Research and Practice in Information Technology Series, vol. 336. Australian Computer Society, Darlinghurst, Australia, 61-70. • Schemenaur, P. J. and Pawlick, C. 2007. Evaluating guidelines for writing user interface text. In Proceedings of the 25th Annual ACM international Conference on Design of Communication (El Paso, Texas, USA, October 22 - 24, 2007). SIGDOC '07. ACM, New York, NY, 216-220. • Shneiderman, B. (1987). Designing the user interface – Strategies for effective human-computer interaction. Reading, MA: Addison-Wesley.

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