The document discusses the relationship between design and operations. It argues that design has traditionally been about figuring out what comes next while operations focuses on taking care of what's happening now. However, it says that in today's world where IT is continuously evolving, the boundaries between design and operations are blurring. Design is becoming more about continuous iteration and improvement while operations involves more upfront problem solving. The document advocates for an approach where design and operations work together in a continuous feedback loop to best meet customer needs.

1. From design thinking to devops and back again
Unifying design and operations
@jeffsussna

2. Rethinking the relationship between design and operations

3. Design: figuring out what comes next
Operations: taking care of what’s happening now

4. Des
Design as problem solving…

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. Unfortunately…

7. Experience shapes
meaning

8. Experience changes users

9. Value is co-created

10. Service exposes the sausage factory

11. Complexity defies control

12. Design is always provisional

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. IT is eating the world

15. The physical world is dissolving

16. Brand promise shifts from delivery to conversation

17. IT becomes a medium for continuous design

18. Design becomes operations
Operations becomes design

19. Velocity is necessary but not sufficient

20. Continuous design is useful conversation

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. Minimize latency, maximize feedback:
Extend the mantra of LeanUX throughout the lifecycle
Design signals, not just features
Apply to internal and external relationships

23. Design for failure, operate to learn:
Design for resilience
Use failure as information
Incorporate entire “UX stack”

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. …then there is no “done”

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. Be curious and humble

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. Homework:
Design for Dasein. Thomas Wendt
Service-Dominant Logic. Robert Lusch/Stephen Vargo
Designing Delivery. Jeff Sussna