Summary
Our past three speakers will discuss and answer questions about operations practices from their respective industries. Facilitated by Lou Rosenfeld.
Key Insights
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Lifelong learning is essential for effective leadership and organizational survival, as stagnation leads to failure.
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Design thinking should extend beyond practitioners to encompass creative leadership across business and operations.
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Safe conflict is a critical signal of trust and healthy team dynamics, contrasting with suppressed conflict mistaken for harmony.
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DevOps and design ops face similar challenges around evolving practices, requiring flexible, context-driven approaches rather than replication of models.
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Etsy’s postmortem process reframes IT failures as creative opportunities to learn and improve without blame.
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Strategic friction, common in game design, can foster transformational user experiences unlike traditional UX’s focus on frictionless usability.
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Integrated, cross-disciplinary teams (designers, engineers, strategists) deliver better solutions than siloed approaches.
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Organizations should view themselves as evolving organisms, balancing respect for their history with adaptation to future needs.
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Motivating tech teams often involves reducing daily misery by automating repetitive tasks and converting unplanned into planned work.
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Design organizations should teach collaborators ‘how to fish’ to create independence and fluid collaboration rather than hoarding design knowledge.
Notable Quotes
"You can’t lead without being a lifelong learner because when your company stops learning, it dies."
"The Etsy postmortem is not about blame, it’s about open-ended discovery and learning to do better next time."
"If you don’t have any conflict, that means you have no trust."
"Please don’t implement the Spotify model. It works for them, it won’t work for you."
"We have to move beyond linear solutions. Complex systems require us to explore our way through problems."
"The greatest sin of the designer is to say I have the answers and no one else is allowed to have them."
"Our job as design teams is to teach others what we do, not to feel insecure about sharing."
"Strategic friction is about where you apply friction deliberately to create insight and transformation."
"A lot of DevOps is about empathy — doing our piece but thinking about the larger connection."
"In government, the motivation is reduction of misery: why are we up at 3 AM fixing something avoidable?"
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