Hack the Culture Stack - Saielle DaSilva.pdf

1. blossomat.work   @Intentionaut   hello.saielle@icloud.com How to Hack the Culture Stack Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

2. Photo by Toa Heftiba on Unsplash

3. “We think in story. It’s hardwired in our brain. It’s how we make strategic sense of the otherwise overwhelming world around us.”     -Lisa Cron, Wired for Story Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

4. Culture is the human operating system Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

5. Photo by Trnava University on Unsplash

6. “Since large-scale human cooperation is based on myths, the way   people cooperate can be altered by changing the myths   – by telling different stories.”     -Yuval Noah Harari, Sapiens: A Brief History of Humankind Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

7. About Me Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

8. About Me ✨ Director of User Experience at 🏳🌈 White House LGBTQ Tech Fellow ✨ Product Leadership Coach 🇧🇷🇺🇸 Immigrant Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack blossomat.work   @Intentionaut   hello.saielle@icloud.com

9. 1. Over 40,000 units sold 2. More than 17,000 5–Star customer reviews 3. From 0 designers to IPO in 2 years 4. 100’s of customer research interviews 5. ~60 UX people • User Research • Service Design • Content design • Product design By the Numbers Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

10. How might we design better   workplace cultures? Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

11. The Culture Stack Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

12. “Culture is the stories we tell ourselves about ourselves.”   -Clifford Geertz, Anthropologist Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

13. Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack blossomat.work   @Intentionaut   hello.saielle@icloud.com

14. A way to connect culture to strategy when thinking about and building high performing software teams. To change behaviours, ensure you have the right beliefs held in common. The Culture Stack Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

15. Values, Vision & Mission In corporate culture, it’s important to acknowledge that these are beliefs. They reflect what we think is important and held in common. Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

16. Great software is the result of teams that are psychologically safe Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

17. “{Psychological safety is]…a shared belief held by members of a team that the team is safe for interpersonal risk taking”   -Amy Edmonson, Harvard University, 1991 Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

18. Psychological Safety   I feel safe and even expected to challenge the status quo without people thinking I’m negative or an upstart   I feel safe to use learnings and make suggestions about improving things without feeling intrusive   I feel safe admitting I don’t know everything and asking questions without being seen as incompetent   I feel safe to share my personality, skills, and ways of thinking without feeling like an outsider Inclusion Safety Learner Safety Contributor Safety Challenger Safety Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

19. Psychological Safety   I feel safe and even expected to challenge the status quo without people thinking I’m negative or an upstart   I feel safe to use learnings and make suggestions about improving things without feeling intrusive   I feel safe admitting I don’t know everything and asking questions without being seen as incompetent   I feel safe to share my personality, skills, and ways of thinking without feeling like an outsider Inclusion Safety Learner Safety Contributor Safety Challenger Safety Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

20. “[Psychologically safe culture is]…a climate in which raising a dissenting view is expected and welcomed. A tolerance of dissent allows productive discussions and early detection of problems.”   -Amy Edmonson, Harvard University, 1991 Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

21. Is your culture psychologically safe?

22. “People stop taking values seriously when the public rewards (and consequences) don’t match up. We can say that our culture requires treating each other with respect, but all too often, the openly rude high performer is privately disciplined, but keeps getting more and better projects.”     -Jocelyn Goldfein, Culture is the behaviours you reward and punish Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

23. 46% of men in one survey of almost 1500 men would try to directly interrupt a sexist event in their workplace. Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

24. Interrupting Sexism? Climate of Silence   A culture in which employees feel restrained from speaking about organisational or work- related problems, concerns, or challenges. Combative Culture   A hyper-competitive workplace culture where value is attributed to a quest to dominate others and compete over power, authority, and status. Climate of Futility   An environment that creates the sense that efforts to make change will not matter or have desired impact. Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

25. Have you ever seen or heard something sexist at work?

26. What did you do about it?

27. Values based decision making Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

29. Use decision making principles to help others align with the future you want to build Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

30. Culture   Add Culture   Fit > Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

31. Culture   Add Culture   Fit > https://bit.ly/culture-add Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

32. Learners Perfectly qualified > Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

33. Product & Design Scrap everything you think you know. Listen to the user. Test. Discard. Test again.     Listen. Ask more questions. Fine tune. Refine. Clarify at every step.     Question each and every assumption. Culture & People It’ll sort itself. I’m too busy for that. Scale first, questions later Keep calm, carry on Please keep your hands, feet, and questions inside the dominant paradigm at all times. Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

34. The Hiring Playbook Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

35. Hiring Principles • De fi ne skills based on the most relevant behaviours you need • Look for skill parallels not just the textbook skill • Define your skills VERY clearly with your team • People skills should be based on desired outcomes not personality • Technical skills should be clearly defined and negotiable Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

36. The Scorecard • Speci fi c skills based and behavioural • A mix of technical skills and people skills • Articulated and understood by the whole team • Shared understanding of what the scores look like • Skill weights are established for the role and shared with the panel i.e. • at least a 3/5 on stakeholder management • At least a 2/5 on user research Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

37. The Scorecard Template Skill Description Score Research Presentation and communication shows this person makes research informed design decisions. Their prior work relies on a variety of techniques like interviews, diary studies, jobs to be done, journey maps, and quantitative data with confidence. X/5 Information Architecture Considers content needs in work before interactions. Can break down work into content, objects, and events as needed. Organises interactions around mental models and content needs. X/5 Interaction Design Defines and articulates a problem and aligns with others on it before exploring solutions. Comfortable and confident in challenging decisions and asking questions. Work demonstrates an understanding of how to balance user needs and business needs. X/5 Collaboration Demonstrates examples of involving team in decision making and collaboration throughout product lifecycle. Can illustrate examples of when input from others meant a change of direction. Works to keep pace with the needs of others in the business. X/5 Communication Attentive, empathetic. Focuses on gathering contributions from others. Organizes information to align teams and stakeholders. Has a well developed toolkit of techniques to align diverging opinions. X/5 Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

38. The Process 1st – Screening for culture & values   2nd – Technical Interview • Never a take home; no homework • Focused on prior work (exceptions for entry level) • Scripts are focused on prior behaviours over hypotheticals   3rd – Balanced Team Interview • Ways of Working with other roles • Technical skills should be clearly defined and negotiable Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

39. The Advocate Role • Rotating role • Sole job is to push in favour of the candidate • Advocate for balance in discussions • Help the team balance perspectives • Ensure everyone speaks • Judges feedback against written scorecard requirements to check for bias Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

40. The Panel Debrief • A panel of 6 • Quick thumbs up/down at the same time • Everyone has to own their opinion, share feedback and cite specific examples • Minority opinion goes first to avoid groupthink • Feedback is collected for candidates and given to them regardless of offer Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

41. Candidate Debrief • Feedback is collected for candidates and given to them regardless of offer • We ask for feedback from the candidate about the process • How was the process? • Anything we could have done better? • Anything that felt needlessly difficult? Why? • Candidate feedback is distributed to the hiring panel Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

43. More details & resources for this talk & other work:   www.blossomat.work Thank You blossomat.work   @Intentionaut   hello.saielle@icloud.com Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

44. Thank You Gender Stuff Fundraiser blossomat.work   @Intentionaut   hello.saielle@icloud.com Saielle DaSilva Director of User Experience Design @ Cazoo #CultureStack

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