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Applying ResearchOps and
DesignOps in globally
distributed teams
Patrizia Bertini
International DesignOps Lead @ Intuit
I am Pat and I lead
the DesignOps
practice for Intuit’s 7
international teams.
But if you asked me
about DesignOps 18
months ago…
P. Bertini @ Global DesignOps conference 2020
Intuit is one of the
oldest fin techs
It was founded in
1983!
You may have heard
of QuickBooks.
P. Bertini @ Global DesignOps conference 2020
The Challenge
P. Bertini @ Global DesignOps conference 2020
Wouldn’t it be
awesome if
user testing, validation,
user research would
just happen?
P. Bertini @ Global DesignOps conference 2020
The challenge
within the challenge
P. Bertini @ Global DesignOps conference 2020
How can we harmonise
the E2E design
processes in all 7 teams
to increase operational
and spending efficiency?
P. Bertini @ Global DesignOps conference 2020
The challenge of
challenges
P. Bertini @ Global DesignOps conference 2020
How to introduce DesignOps
to all the Design leads?
P. Bertini @ Global DesignOps conference 2020
Where to
begin?
P. Bertini @ Global DesignOps conference 2020
The hypothesis in
May 2019 looked
like this
Increase Quantity
& Quality of user
research,
decreasing lead
time
P. Bertini @ Global DesignOps conference 2020
This is how success looks like today:
• Teams engaged with 4x users
compared to previous year
• + 72% in the number of
experiments and tests (vs 25%)
• Lead time reduced by 65% (vs
30%)
• Reduced spending by 60%
• 430 working days gained (= 2
FTE)
P. Bertini @ Global DesignOps conference 2020
Challenge one:
onboarding Design Leaders
P. Bertini @ Global DesignOps conference 2020
Intuit Confidential and Proprietary14
Who does DesignOps support?
All DesignOps’ actions
are a balancing act
between the business
priorities, Design
Managers goals, and
the teams’ needs.
Every DesignOps action
focuses on one or more
of these areas.
P. Bertini @ Global DesignOps conference 2020
Intuit Confidential and Proprietary15
What is DesignOps’ unit of reference?
DesignOps’s basic
focus is the Team.
It’s not about the
single individual,
it’s about the team as
a unit of potential
and opportunities.
P. Bertini @ Global DesignOps conference 2020
Challenge Two:
Building the vision
and the roadmap
P. Bertini @ Global DesignOps conference 2020
Although all teams
shared the same
design principles…
All teams faced
different problems
and they all solved
them differently.
P. Bertini @ Global DesignOps conference 2020
Distributed teams are not remote teams.
The only distance in distributed teams is the
lack of engagement and trust.
Distributed teams are organized and
capable to efficiently operate across geos
and time zones by:
• Developing and exploiting asynchronous processes &
communication
• Making time zones work for them to increase operational
efficiencies with up to 3x 8hours cycles a day
• Creating x-functional and x-geo synergies based on win-
wins
• Building efficient relationship through tools that foster
meaningful conversations
Lesson Learnt #1
P. Bertini @ Global DesignOps conference 2020
Step 1:
Assess the teams and
the ways of working
P. Bertini @ Global DesignOps conference 2020
Top learnings:
Each team has their own challenges
determined by the local context and
specific challenges.
Learn enough to be part of each team.
• Effort distribution per geo and per role
• Convergent and divergent ways of
working
• Bottlenecks and the enablers
• Unmet needs
• Current spending
• Tools’ impact and usage
• Team culture
Start with the What, focus on the Why-s, and the How-s
How: Map, assess, and measure the state of the art of your teams
P. Bertini @ Global DesignOps conference 2020
Teams’ shared pains are opportunities to
create synergies.
Distributed teams may feel isolated due to
the lack of visibility over other teams.
Help team members to:
• Focus on what they share with people from other geos
• Connect teams across the geos based on Win-Win
• Build personal connection to foster collaboration
• Foster knowledge sharing across teams and regions
Distance levels the effort to connect and
engage with distributed team mates:
we are all one click away from everyone else.
Lesson Learnt #2
P. Bertini @ Global DesignOps conference 2020
Step 2:
Empathize with the
stakeholders
(all of them)
P. Bertini @ Global DesignOps conference 2020
Efficiencies are created through
effective collaboration both with
the design teams and with both
local and global x-functional
teams.
It’s not just about the design team,
it’s also about everyone’s
experience with the Design team!
Lesson Learnt #3
P. Bertini @ Global DesignOps conference 2020
Top Learnings:
• The research and design E2E
process in every region
• Local tools’ ecosystems
• Local context
• X-function relationships
• X geo communication
The Design Team’s Experience
How: Lots of Coffee and 1:1 meetings with the design teams and other teams
P. Bertini @ Global DesignOps conference 2020
Step 3:
Make sense of it!
P. Bertini @ Global DesignOps conference 2020
Use the learnings to develop a 12
months’ action plan that includes:
• KPIs
• Risks & contingency plans
• Opportunities
• A PLAN for EVERYTHING
• Roll out plan
• Onboarding plans (by tools / geo)
• Engagement plan
• Training plans (with vendors)
• Evaluation plan
Analyse and put the learnings in action
How: More Coffee to prioritize and create a solid roadmap
P. Bertini @ Global DesignOps conference 2020
Change is a participative experience that
requires:
• Listening
• Engaging
• Empowering individuals
• Distributing roles
• Sharing opportunities
A successful change is the one done with
the team, not for the team.
More so when planning change across 7
distributed teams and driving
transformative initiatives.
Lesson Learnt #4
P. Bertini @ Global DesignOps conference 2020
Challenge Three:
Execute
P. Bertini @ Global DesignOps conference 2020
Be Quick
but not in a
hurry!
(J. Wooden)
P. Bertini @ Global DesignOps conference 2020
Meet your new obsession:
• DATA
• Team / subteam
• Region
• Goal
• Analytics
• Understand the Why
• Review the plans and KPIs
• Steer or change if needed
• Repeat every quarter, with all
teams, every time
Execute, Measure, Steer [Repeat]
How: Test your plans, never assume, always measure
P. Bertini @ Global DesignOps conference 2020
P. Bertini @ Global DesignOps conference 2020
Lesson Learnt #5
Behaviours are not immediately visible in
distributed teams and feedback may be slower.
Even successful projects may hide inefficiencies.
An assessment strategy is the the single
strongest tool to ensure incremental
improvements and consistency across different
teams.
Planned and timely feedback are key to
develop:
• Training strategies with vendors to improve tools’ adoption and
engagement
• Targeted actions to support local teams
• X-geo plans and tiger teams to tackled shared problems
Efficient (distributed)
teams do not happen.
They are designed.
P. Bertini @ Global DesignOps conference 2020
DesignOps is the most critical function in your business
Success in DesignOps lies in
the ability to
identify the biggest impact
you can make on your team,
support the design leaders to
be successful
while creating operational
and spending efficiencies that
will make the business happy.
P. Bertini @ Global DesignOps conference 2020
•
DesignOps is in the
business of Happiness!
DesignOps Makes Designers Happy
Happy Designers Make good Design
Good Design makes happy
Customers
Happy customers make happy
Stakeholders!
P. Bertini @ Global DesignOps conference 2020
Understand & design for the external factors:
• Make time zones work for you
• Design a-synchronic processes to increase:
• operational efficiency
• communication and collaboration
• team cohesion & culture
Map the context and know your space
• Look at your teams both from internal and external points
of view and assess:
• the market
• the team and the experience with the team
• the ecosystems
• performance & spending
• Capitalise on similarities across regions and teams to build
a shared strategy and synergies
Listen, engage, empower the teams
• Connect and listen as a habit
• Empower the teams to lead and to be the change
• Foster a knowledge sharing culture to spread emerging
best practices
P. Bertini @ Global DesignOps conference 2020
Key Take aways
Questions?
You can tweet me @Legoviews
or email patrizia_bertini@intuit.com
P. Bertini @ Global DesignOps conference 2020
Thank You!
eMail: Patrizia_Bertini@intuit.com
Twitter: @Legoviews

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Applying ResearchOps and DesignOps in globally distributed teams @ the Global DesignOps Conference

  • 1. Applying ResearchOps and DesignOps in globally distributed teams Patrizia Bertini International DesignOps Lead @ Intuit
  • 2. I am Pat and I lead the DesignOps practice for Intuit’s 7 international teams. But if you asked me about DesignOps 18 months ago… P. Bertini @ Global DesignOps conference 2020
  • 3. Intuit is one of the oldest fin techs It was founded in 1983! You may have heard of QuickBooks. P. Bertini @ Global DesignOps conference 2020
  • 4. The Challenge P. Bertini @ Global DesignOps conference 2020
  • 5. Wouldn’t it be awesome if user testing, validation, user research would just happen? P. Bertini @ Global DesignOps conference 2020
  • 6. The challenge within the challenge P. Bertini @ Global DesignOps conference 2020
  • 7. How can we harmonise the E2E design processes in all 7 teams to increase operational and spending efficiency? P. Bertini @ Global DesignOps conference 2020
  • 8. The challenge of challenges P. Bertini @ Global DesignOps conference 2020
  • 9. How to introduce DesignOps to all the Design leads? P. Bertini @ Global DesignOps conference 2020
  • 10. Where to begin? P. Bertini @ Global DesignOps conference 2020
  • 11. The hypothesis in May 2019 looked like this Increase Quantity & Quality of user research, decreasing lead time P. Bertini @ Global DesignOps conference 2020
  • 12. This is how success looks like today: • Teams engaged with 4x users compared to previous year • + 72% in the number of experiments and tests (vs 25%) • Lead time reduced by 65% (vs 30%) • Reduced spending by 60% • 430 working days gained (= 2 FTE) P. Bertini @ Global DesignOps conference 2020
  • 13. Challenge one: onboarding Design Leaders P. Bertini @ Global DesignOps conference 2020
  • 14. Intuit Confidential and Proprietary14 Who does DesignOps support? All DesignOps’ actions are a balancing act between the business priorities, Design Managers goals, and the teams’ needs. Every DesignOps action focuses on one or more of these areas. P. Bertini @ Global DesignOps conference 2020
  • 15. Intuit Confidential and Proprietary15 What is DesignOps’ unit of reference? DesignOps’s basic focus is the Team. It’s not about the single individual, it’s about the team as a unit of potential and opportunities. P. Bertini @ Global DesignOps conference 2020
  • 16. Challenge Two: Building the vision and the roadmap P. Bertini @ Global DesignOps conference 2020
  • 17. Although all teams shared the same design principles… All teams faced different problems and they all solved them differently. P. Bertini @ Global DesignOps conference 2020
  • 18. Distributed teams are not remote teams. The only distance in distributed teams is the lack of engagement and trust. Distributed teams are organized and capable to efficiently operate across geos and time zones by: • Developing and exploiting asynchronous processes & communication • Making time zones work for them to increase operational efficiencies with up to 3x 8hours cycles a day • Creating x-functional and x-geo synergies based on win- wins • Building efficient relationship through tools that foster meaningful conversations Lesson Learnt #1 P. Bertini @ Global DesignOps conference 2020
  • 19. Step 1: Assess the teams and the ways of working P. Bertini @ Global DesignOps conference 2020
  • 20. Top learnings: Each team has their own challenges determined by the local context and specific challenges. Learn enough to be part of each team. • Effort distribution per geo and per role • Convergent and divergent ways of working • Bottlenecks and the enablers • Unmet needs • Current spending • Tools’ impact and usage • Team culture Start with the What, focus on the Why-s, and the How-s How: Map, assess, and measure the state of the art of your teams P. Bertini @ Global DesignOps conference 2020
  • 21. Teams’ shared pains are opportunities to create synergies. Distributed teams may feel isolated due to the lack of visibility over other teams. Help team members to: • Focus on what they share with people from other geos • Connect teams across the geos based on Win-Win • Build personal connection to foster collaboration • Foster knowledge sharing across teams and regions Distance levels the effort to connect and engage with distributed team mates: we are all one click away from everyone else. Lesson Learnt #2 P. Bertini @ Global DesignOps conference 2020
  • 22. Step 2: Empathize with the stakeholders (all of them) P. Bertini @ Global DesignOps conference 2020
  • 23. Efficiencies are created through effective collaboration both with the design teams and with both local and global x-functional teams. It’s not just about the design team, it’s also about everyone’s experience with the Design team! Lesson Learnt #3 P. Bertini @ Global DesignOps conference 2020
  • 24. Top Learnings: • The research and design E2E process in every region • Local tools’ ecosystems • Local context • X-function relationships • X geo communication The Design Team’s Experience How: Lots of Coffee and 1:1 meetings with the design teams and other teams P. Bertini @ Global DesignOps conference 2020
  • 25. Step 3: Make sense of it! P. Bertini @ Global DesignOps conference 2020
  • 26. Use the learnings to develop a 12 months’ action plan that includes: • KPIs • Risks & contingency plans • Opportunities • A PLAN for EVERYTHING • Roll out plan • Onboarding plans (by tools / geo) • Engagement plan • Training plans (with vendors) • Evaluation plan Analyse and put the learnings in action How: More Coffee to prioritize and create a solid roadmap P. Bertini @ Global DesignOps conference 2020
  • 27. Change is a participative experience that requires: • Listening • Engaging • Empowering individuals • Distributing roles • Sharing opportunities A successful change is the one done with the team, not for the team. More so when planning change across 7 distributed teams and driving transformative initiatives. Lesson Learnt #4 P. Bertini @ Global DesignOps conference 2020
  • 28. Challenge Three: Execute P. Bertini @ Global DesignOps conference 2020
  • 29. Be Quick but not in a hurry! (J. Wooden) P. Bertini @ Global DesignOps conference 2020
  • 30. Meet your new obsession: • DATA • Team / subteam • Region • Goal • Analytics • Understand the Why • Review the plans and KPIs • Steer or change if needed • Repeat every quarter, with all teams, every time Execute, Measure, Steer [Repeat] How: Test your plans, never assume, always measure P. Bertini @ Global DesignOps conference 2020
  • 31. P. Bertini @ Global DesignOps conference 2020 Lesson Learnt #5 Behaviours are not immediately visible in distributed teams and feedback may be slower. Even successful projects may hide inefficiencies. An assessment strategy is the the single strongest tool to ensure incremental improvements and consistency across different teams. Planned and timely feedback are key to develop: • Training strategies with vendors to improve tools’ adoption and engagement • Targeted actions to support local teams • X-geo plans and tiger teams to tackled shared problems
  • 32. Efficient (distributed) teams do not happen. They are designed. P. Bertini @ Global DesignOps conference 2020 DesignOps is the most critical function in your business
  • 33. Success in DesignOps lies in the ability to identify the biggest impact you can make on your team, support the design leaders to be successful while creating operational and spending efficiencies that will make the business happy. P. Bertini @ Global DesignOps conference 2020
  • 34. • DesignOps is in the business of Happiness! DesignOps Makes Designers Happy Happy Designers Make good Design Good Design makes happy Customers Happy customers make happy Stakeholders! P. Bertini @ Global DesignOps conference 2020
  • 35. Understand & design for the external factors: • Make time zones work for you • Design a-synchronic processes to increase: • operational efficiency • communication and collaboration • team cohesion & culture Map the context and know your space • Look at your teams both from internal and external points of view and assess: • the market • the team and the experience with the team • the ecosystems • performance & spending • Capitalise on similarities across regions and teams to build a shared strategy and synergies Listen, engage, empower the teams • Connect and listen as a habit • Empower the teams to lead and to be the change • Foster a knowledge sharing culture to spread emerging best practices P. Bertini @ Global DesignOps conference 2020 Key Take aways
  • 36. Questions? You can tweet me @Legoviews or email patrizia_bertini@intuit.com P. Bertini @ Global DesignOps conference 2020