Summary
Constantly improving processes and embracing an iterative mindset can be difficult. In this session, I’ll share unexpected hurdles I faced while leading large-scale changes and how you can avoid them. We'll dive into key moments where I hit roadblocks and more importantly, I'll share the valuable lessons I learned the hard way. Let’s turn my “list of things I wish I knew” into actionable best practices that you can apply to lead change more effectively.
Key Insights
-
•
Doubling a team’s size can drastically reduce process maturity and create new challenges in scaling tools and workflows.
-
•
Failing to thoroughly vet feedback before acting can lead to choosing suboptimal solutions that cause more disruption.
-
•
Piloting changes on a smaller scale helps uncover issues early and builds stakeholder buy-in before full implementation.
-
•
Assessing the urgency of feedback involves understanding who it impacts, if it blocks critical work, and possible temporary workarounds.
-
•
Feedback should be viewed as data, recognizing whether it reflects the majority or a small subset to avoid biased decisions.
-
•
Locking processes from change for 1-2 months creates stability and sustainability, especially when managing multiple teams.
-
•
Documentation of changes, including rationale, approvals, alternative options, and pilot outcomes, prevents repeating past mistakes.
-
•
Engaging trusted colleagues can help mitigate personal bias when assessing feedback.
-
•
Using anecdotal team feedback helps leaders appreciate the human impact of change and the importance of pacing.
-
•
Managing change frequency is a balance that requires gauging team health through surveys and direct human connection.
Notable Quotes
"If you dug deeper into feedback, you'd find ways to address issues without a big change."
"Leading change is like shopping—take time to find the right store before you buy."
"Piloting your ideas before committing helps prevent disruption and saves energy in the long run."
"Processes are never perfect, but thoughtful testing limits disruption for your team."
"We forget a lot of details over time; documentation saves us from repeating mistakes."
"Assessing feedback urgency means understanding if the issue blocks critical work or if there are workarounds."
"Using pilots can get buy-in from stakeholders who might resist broad change initially."
"Anecdotal feedback from team members helps leaders understand the real impact of change."
"More frequent change isn't always better; good communication and team pulse are key."
"Not everything that is faced can be changed, but nothing can be changed until it is faced."
Or choose a question:
More Videos
"Throw away the rule book in early ideation phases to get as many ideas out as fast as possible."
Billy CarlsonIdeation tips for Product Managers
December 6, 2022
"If you haven’t done accessibility work yet, it makes sense to get started on mobile because you already have the tools in your pocket."
Sam ProulxMobile Accessibility: Why Moving Accessibility Beyond the Desktop is Critical in a Mobile-first World
November 17, 2022
"Nobody wants nothing. Nobody says, can't, what the hell get in my office? How come you did not do anything?"
Dan WillisEnterprise Storytelling Sessions
May 13, 2015
"Design is frequently misunderstood; sometimes it’s just about explaining why it’s important to get others involved."
Michael PolivkaScaling Design through Relationship Maps
November 7, 2017
"Natural language processing is basically about figuring out how to math words."
Karen McGrane Jeff EatonAI for Information Architects: Are the robots coming for our jobs?
November 21, 2024
"When negotiating, bring plan A—show what you need and what good looks like—even if it seems outrageous."
Leisa ReicheltOpening Keynote: Operating in Context
November 7, 2018
"We do this with intention of fostering a more inclusive experience for audience members who might be sight impaired."
Kim Holt Emma Wylds Pearl Koppenhaver Maisee XiongA Salesforce Panel Discussion on Values-Driven DesignOps
September 8, 2022
"Move softly and fix things."
Jacqui Frey Alison RandSetting the Table for Dynamic Change
October 24, 2019
"Southwest Airlines focused on quality of experience and recorded 24 straight years of profitability despite never dominating market share."
How to Identify and Increase your "Experience Quotient"
June 15, 2018
