Summary
TIn their first 60 days at Zendesk, Briana and Christina, a 2 person design ops team, conducted a Program Manager Audit looking at these 3 key areas: People, Process, and Portfolio. 90 days later, Product Design has transformed from a siloed, disjointed team into a well-organized, collaborative environment with a unified tool strategy, inclusive team spaces and more focus on design craft. In this talk you will learn how to not only conduct a thorough and data-centric Program Manager Audit, but how to come in H.O.T. (Humble, Orchestrated, and Timely.)
Key Insights
-
•
New design ops members conducted a comprehensive people, practice, and portfolio audit within their first 30 days to identify improvement areas.
-
•
Ops-focused discussion guides differ from typical UX research guides by addressing distinct needs across leadership and design teams.
-
•
Effective ops work requires honest, transparent, and encouraging conversations to gather actionable feedback.
-
•
The effectiveness scale with seven criteria (audience, purpose, documentation, cadence, effectiveness, participation, culture) helps objectively evaluate meetings and rituals.
-
•
UX Weekly initially suffered from low strategic value, low engagement, and unsustainable slide-heavy formats, causing decline over time.
-
•
Grounding recommendations in real user feedback and data increases leadership buy-in and ensures relevant changes.
-
•
Project charters are vital for accountability, impact communication, and timely execution of ops initiatives.
-
•
Tailoring discussion guides and recommendations to different audience levels (VPs to individual designers) enhances relevance.
-
•
Maintaining cultural elements like greetings and community connection strengthens team engagement during meetings.
-
•
Ops roles serve as linchpins balancing competing priorities and synthesizing diverse inputs into cohesive strategies.
Notable Quotes
"When design ops comes in hot, it means honest, orchestrated, and timely."
"We had 80 designers attending UX Weekly and trying to get through 64 slides in one hour. It wasn’t sustainable."
"Dogs and spam started filling the slides. That was a sign this meeting wasn’t working anymore."
"An ops-focused discussion guide helps us gather feedback from leadership and designers so our recommendations meet their needs."
"Our effectiveness scale measured audience, purpose, documentation, cadence, effectiveness, participation, and culture to rate meetings."
"We unapologetically move forward when high-level stakeholders miss deadlines, but also collect feedback via surveys."
"The project charter is our best friend for accountability, impact, and timelines."
"You need to be laser-focused as ops people—we get asked to do too many things otherwise."
"We shifted UX Weekly to Product Design Biweekly, giving the team more time to engage meaningfully."
"Ops folks are the linchpin connecting leadership and designers, orchestrating all the instruments."
Or choose a question:
More Videos
"The developer who refused to run experiments bragged about success, but it was actually a flop once we ran the test properly."
Steve Sanderson Alissa Briggs Jeff Gothelf Bill ScottDiscussion
May 14, 2015
"Leadership Dichotomies are not opposites but spectrums where leaders find their dominant position and comfort range."
Jason Mesut Martina Hodges-Schell Jose CoronadoUnmasking Design Leadership: Navigating leadership without neglecting ourselves
October 30, 2025
"AI is a design material, not just a tool or function you add to an experience."
Josh Clark Veronika KindredSentient Design, AI, and the Radically Adaptive Experience (1st of 3 seminars)
January 15, 2025
"Only 50% of people in Germany interact with authorities online, compared to 80-90% in Nordic countries."
Magdalena ZadaraZero Hour: How to Get Far Quickly When Starting Your Digital Service Unit Late
November 16, 2022
"I kind of think of it one as like fields of influence — staff influences the team or pillar, principal influences organization-wide."
Catt Small Micah Bennett Brian Carr Jessica HarlleeWhat's Next for ICs: Exploring Staff and Principal Designer Roles
February 22, 2024
"If you want to avoid time zone confusion, you can switch the conference schedule to your local time on the program page."
Bria AlexanderOpening Remarks
November 17, 2022
"It’s not enough to just see inputs at the altitude you’re working at; you need visibility into the inputs around you for proper context."
Ellie Krysl Jon FukudaPlanned Right. Managed Right. Designed Right.
June 6, 2023
"Sometimes research becomes the defacto 'talk to a customer' group, which can distance others from direct customer contact."
Ned Dwyer Emily Stewart James WallisThe Intersection of Design and ResearchOps
September 24, 2024
"We can’t predict the future, but we can learn how to think about the future systematically."
Sarah BrooksTheme 3 Intro
December 10, 2021
