Summary
Picture this: You spend weeks writing up your UX Playbook. Your Playbook covers every design and research method your team might use, when to use it, and how. It’s PERFECT. And... no one reads it. I’ve been there! I’ve led or contributed to 4 Playbooks, 2 toolkits and uncountable miscellaneous “how to” docs in my 8 years as a UX Designer and Operations Manager. In this talk, we’ll cover how to: avoid common pitfalls in documentation, discover what your team needs most, apply a design process to your documentation efforts and deliver incremental value through documentation your team will actually use.
Key Insights
-
•
There are two primary types of documentation: process and policy documents, typically made by managers or design ops, and project records created by individual contributors.
-
•
Playbooks streamline organizational design practices by organizing actionable content into stages and plays reflecting the team's mental model.
-
•
Common pitfalls in documentation include unactionable generic information, difficult navigation, cognitive overload from excessive detail, and outdated content that erodes trust.
-
•
Teams overwhelmingly rely on numerous tools (13 on average in UX research), making accessible and clear playbooks essential especially for new hires and junior designers.
-
•
Applying a design thinking process to documentation—empathize, prioritize, prototype small sections, test, and circulate—helps create valuable, user-friendly resources.
-
•
Empathizing means understanding how your team currently accesses information, avoiding top-down imposed processes, and discovering real pain points through interviews, surveys, and desk research.
-
•
Delivering incremental, usable sections instead of waiting to complete the entire playbook increases adoption and feedback opportunities.
-
•
Shared ownership of playbook sections by contributors encourages more frequent referencing and greater relevance.
-
•
Tools like Coda offer useful analytics such as page views and video engagement metrics that help track documentation adoption and identify pain points.
-
•
Regular review and content updating, ideally on a quarterly or semiannual cadence, is critical to maintain trust and ensure documentation relevance.
Notable Quotes
"Our folks are not looking for information about what are wireframes. They want information specific to your organization."
"If folks can't find the information, it doesn't matter how well it is written."
"Avoid walls of text and create visual hierarchy to ensure scanability by using headers, sections, lists, and images."
"Outdated content will erode trust and make folks question whether other information is worth their time."
"You should not try to deliver your playbook from the ivory tower of design ops. It just will not be successful."
"Start with the biggest pain points your team is experiencing and find the biggest potential impact."
"You don't want to hide away for six months and try to build the perfect documentation. It won't work."
"Encourage adoption by sharing documentation in relevant channels, referring team members to it, and including it in onboarding."
"I love getting other people in there. Shared ownership means people are going to reference it more often."
"Use whatever information is available in the tool. Views, downloads, and links in Slack channels are all helpful adoption metrics."
Or choose a question:
More Videos
"Design capability scaling behaves like a social movement with a narrow path to success, requiring both skill-building and environmental adaptation."
Andrew WebsterScaling Design Capability: How Involved Should You Be?
September 30, 2021
"Data is only as good as insights that come out of it and action."
Kristen Honey"Let’s Talk About Data and Crisis”: Public Digital Service Delivery = Open Data + Human Centered Design
November 18, 2021
"We're structured like a dry cleaner—someone only thinks about research when they have a problem to solve."
Tala Tayebi Kelly Goto Jared SpoolVoice and influence in an age of noise
March 10, 2026
"Our intercept survey is more reliable than NPS and works well even for illiterate drivers because it uses emojis as response options."
George Zhang Molly StevensUX Research Excellence Framework
March 11, 2021
"Hiring designers in non-design functions spreads headcount across sponsors so if one area faces cuts, the whole team doesn’t suffer."
Silke Bochat5 Antifragile Strategies for a DesignOps 2.0
September 23, 2024
"User research can sound intimidating, so our first step was to make it simpler and more approachable."
Roy Opata OlendeHow Zapier Uses ‘All Hands Research’ to Increase Exposure to Users
August 6, 2020
"I feel like I play more of a chief of staff type role than just head of design operations."
Panel Discussion: Communicating the Value of DesignOps
November 7, 2018
"True success means designing teams for resilience so they’re ready for whatever season comes."
Mariesa LenzWhat Beekeeping Taught me about Product Teams
October 29, 2025
"Sticky notes and whiteboards just wouldn’t translate online, so our collaboration rituals had to change."
Rusha SopariwalaRemote, Together: Craft and Collaboration Across Disciplines, Borders, Time Zones, and a Design Org of 170+
June 9, 2022
