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From Design Thinking to DevOps and Back Again: Unifying Design and Operations


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From Design Thinking to DevOps and Back Again: Unifying Design and Operations

  1. 1. From design thinking to devops and back again Unifying design and operations @jeffsussna
  2. 2. Rethinking the relationship between design and operations
  3. 3. Design: figuring out what comes next Operations: taking care of what’s happening now
  4. 4. Des Design as problem solving…
  5. 5. Design thinking: iterating towards a ‘solution’ Lean: optimizing the value 'stream' Agile: defining ‘done’ DevOps: continuous ‘delivery’ Service Design: map journey from 'beginning to end'
  6. 6. Unfortunately…
  7. 7. Experience shapes meaning
  8. 8. Experience changes users
  9. 9. Value is co-created
  10. 10. Service exposes the sausage factory
  11. 11. Complexity defies control
  12. 12. Design is always provisional
  13. 13. You can’t foresee the entire problem You can’t solve the problem correctly The solution changes the problem The designer/customer is part of the problem/solution
  14. 14. IT is eating the world
  15. 15. The physical world is dissolving
  16. 16. Brand promise shifts from delivery to conversation
  17. 17. IT becomes a medium for continuous design
  18. 18. Design becomes operations Operations becomes design
  19. 19. Velocity is necessary but not sufficient
  20. 20. Continuous design is useful conversation
  21. 21. Design for service, not just software: Start with the customer’s job-to-be-done
 Address experience across touchpoints and time
 Treat employees as customers
  22. 22. Minimize latency, maximize feedback: Extend the mantra of LeanUX throughout the lifecycle
 Design signals, not just features
 Apply to internal and external relationships
  23. 23. Design for failure, operate to learn: Design for resilience
 Use failure as information
 Incorporate entire “UX stack”
  24. 24. If… You can’t foresee the entire problem… You can’t solve the problem correctly… The solution changes the problem… The designer/customer is part of the problem/solution…
  25. 25. …then there is no “done”
  26. 26. Use operations as input to design: Seek out operational insight
 Expose internal and external interactions
 Listen to reality -> act on what you hear
  27. 27. Be curious and humble
  28. 28. You're walking. And you don't always realize it,! but you're always falling.! With each step you fall forward slightly.! And then catch yourself from falling.! Over and over, you're falling.! And then catching yourself from falling.! And this is how you can be walking and falling! at the same time.! -Laurie Anderson
  29. 29. Homework: Design for Dasein. Thomas Wendt
 Service-Dominant Logic. Robert Lusch/Stephen Vargo
 Designing Delivery. Jeff Sussna