Summary
Traditional approaches to maintaining consistency break down when confronted by the complexity of digital business. While DesignOps and related approaches such as DevOps can enhance speed and responsiveness, they risk generating their own kinds of silos, blockages, and breakdowns. This talk will present an agile governance model that scales without becoming brittle, slow, or invasive. It will describe principles and practices teams across-the design-operations spectrum can use to balance agility, coherency, and resilience.
Key Insights
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DesignOps and DevOps respond to the same systemic shift from industrial product focus to post-industrial service focus.
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Modern service systems are complex, interconnected ecosystems, not simple, separable components.
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Emergence means global behavior arises from local interactions without explicit central control.
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Complex systems are inherently unpredictable and sensitive to small changes, complicating testing outside production.
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Governance should shift from central enforcement to enabling continuous alignment and self-correction across teams.
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Breaking work into small, manageable, independently deployable units supports safe, continuous change and scalability.
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Service providers within organizations should treat each other as customers to maintain coherence without brittleness.
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User experience extends far beyond interfaces to the entire service ecosystem including backend operations.
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Continuous learning and iterative service design replace the industrial model of final, fixed solutions.
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Security and governance fail when user-centered design is ignored, impairing technical goals and usability.
Notable Quotes
"I thought design ops was about bringing together design and IT operations, but I was wrong and that’s okay."
"The digital is infusing the physical and breaking down familiar boundaries between parts of our lives and systems."
"You can’t separate the front end from the back end and you can’t separate the inside from the outside."
"Emergence means global structure has no explicit rules, it emerges from local interactions between components."
"At a certain level, the only way to know how your system will work is when people use it for real."
"The very thing that got us into trouble—the complexity of small pieces—is exactly our way out of it."
"Your company is a service provider; your HR, IT, design, and security teams are all service providers."
"Governance needs to become a self-correcting, flexible, and adaptable mechanism rather than centralized enforcement."
"How you make service is part of what you make; functionality and operability become one inseparable experience."
"Far too often security fails because we forget people are involved."
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