Indra Klavins: “A DesignOps Girl in a DevOps World” DesignOps Summit 2019 • October 23-24, 2019 • New York, NY, USA http://www.designopssummit.com

1. Expensive Routers
Create Connections
Indra Klavins
@indrapendence

2. WeWork
A Grammar Lesson

3. You

4. You I

5. You I

7. Joy &
Delight
Joy & Delight

9. Start by Knowing
Everyone’s
Origin Story
Touchstone One

11. WeWork
Knowledge
Fear & Shame

12. WeWork
Knowledge
Tech Debt
Galore
Fear & Shame

13. WeWork
Knowledge
No Tech
Debt
Tech Debt
Galore
Fear & Shame

14. WeWork
Knowledge
No Tech
Debt
Tech Debt
Galore
Not
Integrated
Fear & Shame

15. WeWork
Knowledge
No Tech
Debt
Has Worked
at Scale
Tech Debt
Galore
Not
Integrated
Fear & Shame

16. WeWork
Knowledge
No Tech
Debt
Has Worked
at Scale
Tech Debt
Galore
Not
Integrated
Unfamiliar
Territory
Fear & Shame

17. Joy &
Delight
Fear &
Shame
Fear & Shame

18. Joy &
Delight
Fear &
Shame
We Can
Do This!
Fear & Shame

20. Shared
Understanding
Fear & Shame

21. Story Mapping: Example (fictional new user workflow)
User Registration
Enter
Registration
Flow
Landing Page
Render
Landing Page
Call To Action
Step 1: Name
and Email
Render Step 1
blank page
User enters
name + email
Submit
Step2:
Address &
Phone
Render Step 2
page w/fields
User enters
name + email
User Submits
Address
validation
User reviews
info &
submits
User reviews
info entered
Submit
User edits
info prior to
submit
User enters
edit mode
User changes
info
User returns
to review
User granted
access
Back end data
validation
Info committed
to DB
Confirmation
email sent
User sees
confirmation
screen
Render success
message
Login CTA
User logs in
First login
welcome promo
User Logs In
for the First
Time
Registration CompleteReview Registration Information
User Enters Demographic
Information
MVPVersion2
Targeted
messaging
User entered in
rewards system
Deferred
Front end
validation
Time
Priority

22. Story Mapping: Example (fictional user story)
User Registration – Step 1 – Enter Name & Email
As a new member I would like to become a registered user so that I can login to systems, get access to services, be addressed
by name and receive email communications from WeWork.
Acceptance Criteria
● User is presented with clearly labeled fields for email address, first name and last name
● Tool tips and error messages are provided to the user as needed
● Front end validations will be limited to ensuring that data is in all fields and the email address is properly formatted
● Wireframes will be delivered based on the specification above
● A copy deck, including all labels, tooltips, error messages...etc. will be provided
● Working code will be deployed to staging environment
Tasks
● Wireframes
● Visual Design
● Copy Deck
● Business Review
● Development Review
● Stakeholder review
● Development
● UX Review
● QA
● Final Acceptance
Notes
● OKR: Growth of user base by decreasing friction in registration process and increasing user satisfaction.
● Link to user flows: http:xxx.xxx.xxxxxx
● We will not be checking the database to see if the email address already exists at this step in the process for xyz reasons.
Entered in the
description field
Entered in the
story name field

23. Story Writing: Splitting a Story Pt 1 (fictional)
User Registration – Step 1 – Enter Name & Email – Design
As a new member I would like to become a registered user so that I can login to systems, get access to services, be addressed
by name and receive email communications from WeWork.
Acceptance Criteria
● User is presented with clearly labeled fields for email address, first name and last name
● Tool tips and error messages are provided to the user as needed
● Front end validations will be limited to ensuring that data is in all fields and the email address is properly formatted
● Wireframes will be delivered based on the specification above
● A copy deck, including all labels, tooltips, error messages...etc. will be provided
● Working code will be deployed to staging environment
Tasks
● Wireframes
● Visual Design
● Copy Deck
● Business Review
● Development Review
● Stakeholder review
● Development
● UX Review
● QA
● Final Acceptance
Notes
● OKR: Growth of user base by decreasing friction in registration process and increasing user satisfaction.
● Link to user flows: http:xxx.xxx.xxxxxx
● We will not be checking the database to see if the email address already exists at this step in the process for xyz reasons.
Entered in the
description field
Entered in the
story name field

24. Story Writing: Splitting a Story Pt 2 (fictional)
User Registration – Step 1 – Enter Name & Email – Development
As a new member I would like to become a registered user so that I can login to systems, get access to services, be addressed
by name and receive email communications from WeWork.
Notes
● OKR: Growth of user base by decreasing friction in registration process and increasing user satisfaction.
● Link to user flows: http:xxx.xxx.xxxxxx
● Added: Link to wireframes & copy deck: http:xxx.xxx.xxxxxx
● We will not be checking the database to see if the email address already exists at this step in the process for xyz reasons.
Acceptance Criteria
● User is presented with clearly labeled fields for email address, first name and last name
● Tool tips and error messages are provided to the user as needed
● Front end validations will be limited to ensuring that data is in all fields and the email address is properly formatted
● Wireframes will be delivered based on the specification above
● A copy deck, including all labels, tooltips, error messages...etc. will be provided
● Working code will be deployed to staging environment
Tasks
● Wireframes
● Visual Design
● Copy Deck
● Business Review
● Development Review
● Stakeholder review
● Development
● UX Review
● QA
● Final Acceptance
Entered in the
description field
Entered in the
story name field

26. Shared
Understanding
Quarterly
Retros
Fear & Shame

27. _ Take turns.
_ Resist interrupting.
_ If you’re worried about forgetting what you have to say, write it down.
_ Practice active listening.
_ Make sure that everyone has a chance to be heard.
_ Respect other people’s perspectives and experience.
_ No multitasking.
_ Remember the engineering ground rules. (facts, not opinions)
_ Resist going off topic.
Conversation Ground Rules

28. 1. What went well?
2. What didn’t go well?
3. What started off poorly but
improved over the quarter?
Three Questions

30. Shared
Understanding
Quarterly
Retros
Connection
Between
Teams
Connection Between Teams

32. Remember Me
Not Just We

33. Find the People
With Whom You
Can Lock Eyes
Touchstone Two

34. Find
Your
Tribe
Find Your Tribe

36. Find
Your
Tribe
Build
Your
Tribe
Build Your Tribe

38. Find
Your
Tribe
Build
Your
Tribe
Imagine
Your
Tribe
Imagine Your Tribe

43. Thank You.
Indra Klavins
@indrapendence