Summary
Long distance relationships are hard – and managing Design Operations for a global team is no exception. Even with the best collaboration tools (and occasional late night phone calls), teams can struggle with isolation and lack of motivation. But there is a way to avoid bad break ups and international team malaise, and Jilanna Wilson knows how. She keeps the love light burning for a team that is spread across 5 continents and 8 time zones. In this session you will hear practical suggestions for topics that are challenging many DesignOps leaders, such as how to manage your team’s critical meetings, maintain consistent onboarding and documentation practices, select effective collaboration tools, and achieve a healthy team culture in a distributed environment.
Key Insights
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Zendesk has grown from 30 to 100 designers in four years, with a design ops team evolving from 1 to 9 members.
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Effective communication is crucial for remote teams, as the absence of face-to-face interactions can lead to misinterpretations.
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Regular check-ins and clear agendas are essential for productive remote meetings.
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Fostering a sense of community among remote workers can mitigate feelings of isolation and enhance team spirit.
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Utilizing tools like Slack, Miro, and collaborative document sharing is critical for asynchronous communication and collaboration.
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Creating channels for informal conversations allows remote workers to build relationships beyond work tasks.
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Providing ongoing onboarding and continuous learning opportunities helps remote employees integrate and succeed effectively.
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Injecting fun into remote interactions, such as games and virtual recognition, can improve morale.
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Establishing cultural norms for remote teams can ensure clarity and consistency in expectations and behaviors.
Notable Quotes
"Support software used to be really shitty and expensive. We sought out to change this experience."
"At the heart Zendesk is at the business of relationships, and we just happen to make software that does that too."
"Empathy is the first principle we focus on—understanding what customers need comes first."
"Our most basic human need is for human connection, and that doesn't disappear in the workplace."
"Thoughtful communication is vital for any organization, especially when we're not face-to-face."
"Regular opportunities for check-ins can be especially beneficial for junior team members."
"Don’t let rigid timelines hinder casual conversations; organic interactions help build relationships."
"Offering treats or care packages can help remote employees feel valued and connected."
"Creating platforms for team recognition boosts morale and fosters a positive culture."
"Onboarding shouldn't stop after the first week; it should be a continuous effort."
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