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
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Structure in Design Ops is essential for managing chaos and improving efficiency.
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Honest communication fosters better feedback and actionable insights.
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Utilizing an ops-focused discussion guide can effectively gather team needs.
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Orchestrating processes involves connecting different team elements for cohesive functioning.
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Timeliness in executing recommendations builds trust within teams.
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Creating a culture of transparency and accountability enhances team dynamics.
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An effectiveness scale can measure the success of design meetings and processes.
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Tailoring discussions to audience levels ensures relevant information is communicated.
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Documenting processes thoroughly leads to improved execution and accountability.
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Positive feedback and engagement metrics are indicators of successful operational changes.
Notable Quotes
"Coming in hot means being honest, orchestrated, and timely."
"As design ops people, we often notice gaps in processes and it's our job to pull it all together."
"We need to encourage honest conversations to receive actionable feedback."
"It's all about making sure the right people are in the room during meetings."
"Our effectiveness scale helps ground our recommendations in real data."
"We have to act quickly and strategically or risk losing trust."
"When you document thoroughly, it leads to timely, well-thought-out execution."
"Feedback should also come from multiple disciplines and levels within the organization."
"Creating a space for curated connection can amplify team culture."
"Effective changes stem from understanding both positives and areas needing improvement."
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