Rosenverse

This video is only accessible to Gold members. Log in or register for a free Gold Trial Account to watch.

Log in Register

Most conference talks are accessible to Gold members, while community videos are generally available to all logged-in members.

Flex Your Super Powers: When a Design Ops Team Scales to Power CX
Gold
Wednesday, September 29, 2021 • DesignOps Summit 2021
Share the love for this talk
Flex Your Super Powers: When a Design Ops Team Scales to Power CX
Speakers: Kate Koch and Jean-Claire Fitschen
Link:

Summary

Join the Verizon CX Design Ops team for an interactive session about uncovering your super powers, recognizing your kryptonite and flexing your skills to power a growing, global team.

Key Insights

  • Verizon CX Ops transformed from a design ops team to a global CX operations team powering 300+ roles across the enterprise.

  • Super speed represents rapid onboarding and resource planning to match the right designers to priority projects quickly.

  • Telepathy is a metaphor for proactive and consistent communication, resource capacity planning, and recruitment process improvements.

  • Super gadgets include operational tools like Jira, Airtable, and dynamic reporting, critical for scaling CX operations.

  • Flight symbolizes adopting multiple frameworks (predictive, agile, hybrid) and flexible working at global scale.

  • Super intelligence is embodied by CX Ops acting as a knowledge hub, oversharing communications to avoid gaps.

  • Super strength is demonstrated by strong cross-team partnerships and repeatable scalable processes that enhance customer experience quality.

  • Capacity planning in uncertain environments relies heavily on design systems, iterative planning, and quarterly forecasts with business partners.

  • Defining and tracking anti-patterns helps identify inefficiencies, such as ineffective meetings or communication breakdowns, enabling quick corrective action.

  • Crypto nights like burnout, silos, and too many priorities are actively managed through transparency, communication, and team support.

Notable Quotes

"We are super ops — powering 300 plus designers, researchers, and strategists globally."

"One of our superpowers is super speed: moving at the speed of light almost in onboarding and resource planning."

"Telepathy means mind-reading—proactive solutions through expanded resource capacity planning and recruitment."

"Super gadgets are our operational tools that we get really geeky about, like Jira and Airtable."

"Flight means adopting multiple models—predictive, agile, hybrid—to empower design at global scale."

"As the keepers and gatherers of knowledge, we empower others by sharing and sometimes over-sharing communications."

"Our super strength comes from partnerships and scalable, repeatable processes."

"We have crypto nights like people pleasing, perfectionism, silos, and burnout—which we watch out for carefully."

"Capacity planning is always through ever-changing uncertainty, requiring quarterly resource planning and business partnership."

"Defining anti-patterns helps us quickly identify and remedy issues like ineffective meetings or misaligned priorities."

Ask the Rosenbot
Irina Tikhonova
Small Wins, Big Impact: Leveraging and Elevating User Engagement
2021 • Civic Design 2021
Gold
Matt Bernius
Learnings from Applying Trauma-Informed Principles to the Research Process
2022 • Advancing Research 2022
Gold
Dave Hora
A Research Skills Evolution
2021 • Advancing Research 2021
Gold
Adam Cutler
Discussion
2016 • Enterprise UX 2016
Gold
Susan Simon-Daniels
War Stories LIVE! Susan Simon-Daniels
2020 • Advancing Research 2020
Gold
Sheryl Cababa
Day 2 Panel
2024 • Designing with AI 2024
Gold
Isaac Heyveld
Expand DesignOps Leadership as a Chief of Staff
2022 • DesignOps Summit 2022
Gold
Mariah Hay
Ethics in Tech Education: Designing to Provide Opportunity for All
2018 • Enterprise Experience 2018
Gold
Joi Freeman
A New Vantage Point: Building a Pipeline for Multifaceted Research(ers)
2020 • Advancing Research 2020
Gold
Wendy Johansson
Be a Product Boss!
2022 • Design in Product 2022
Gold
Alla Weinberg
How to Build and Scale Team Safety
2024 • DesignOps Summit 2020
Gold
Ned Gartside
Navigating accessibility and climate
2024 • Climate UX Interest Group
Kit Unger
Theme 1 Intro
2022 • Design at Scale 2022
Gold
Sohit Karol
Designing Delightful Listening Experiences: Mixed Methods Research in the Age of Machine Learning
2020 • Advancing Research 2020
Gold
Leisa Reichelt
Opening Keynote: Operating in Context
2018 • DesignOps Summit 2018
Gold
Johanna Kollmann
Insights-Driven Product Strategy: Get your Research to Count
2022 • Design in Product 2022
Gold

More Videos

Sheryl Cababa

"There is no singular solution in systems thinking; there are multiple types of interventions."

Sheryl Cababa

Living in the Clouds: Adopting a Systems Thinking Mindset

June 6, 2023

Victor Udoewa

"If the community is truly leading, you shouldn’t have anyone on the research team who doesn’t want to be there."

Victor Udoewa

Radical Participatory Research: Decolonizing Participatory Processes

March 9, 2022

Jennifer Kong

"Users were initially excited but six months later expressed frustration and uncertainty about the tool’s usefulness."

Jennifer Kong

Journeying toward AI-assisted documentation in healthcare

June 5, 2024

Erin May

"Two researchers can’t come close to digging into the customer problems for 17 product teams."

Erin May Roberta Dombrowski Laura Oxenfeld Brooke Hinton

Distributed, Democratized, Decentralized: Finding a Research Model to Support Your Org

March 10, 2022

Nicole Bergstrom

"Progress over perfection—that’s how accessibility wins get made and sustained."

Nicole Bergstrom Anna Cook Kate Kalcevich Saara Kamppari-Miller

AccessibilityOps: Moving beyond “nice to have”

September 19, 2024

Jon Fukuda

"Each team should talk about their core values like integrity, accountability, and respect to work together with the same mindset."

Jon Fukuda Amy Evans Ignacio Martinez Joe Meersman

The Big Question about Innovation: A Panel Discussion

September 25, 2024

Sam Proulx

"If you partner with grassroots organizations, they can help not only with recruiting but trust building and getting your name out there."

Sam Proulx

Designing For Screen Readers: Understanding the Mental Models and Techniques of Real Users

September 30, 2021

Andrew Michael

"Without Jim, what we're going to see today would have been a lot worse."

Andrew Michael

Building a Product Insights Team

March 10, 2022

Christian Crumlish

"This is a topic near and dear to my heart and I feel really long overdue conversation."

Christian Crumlish

Introduction by our Conference Chair

December 6, 2022