Key Insights

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  A dedicated design ops function becomes essential once a design team reaches about 10 members.

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  Discovery through interviewing staff helps identify key operational pain points before building an ops team.

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  Design ops at Zendesk is organized into four pillars: project management, research ops, business ops, and community coordination.

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  Distributed teams face unique challenges like communication gaps, cultural isolation, time zone coordination, and version control of documentation.

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  Instituting a cameras-on policy during remote meetings helps reduce feelings of isolation in distributed teams.

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  Establishing 'office hours' aligned with time zones supports remote collaboration and encourages healthy work-life balance.

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  Investing in high-quality, often costly, digital collaboration and asset management tools is critical for efficient distributed design workflows.

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  Travel and periodic in-person meetups remain important to build relationships and understand teammates' local contexts.

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  Maintaining team culture requires intentional activities including onboarding buddies paired across global locations and virtual social events.

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  Design ops protects designers’ time and headspace to focus on creative work by handling operational burdens and improving workflows.

Notable Quotes