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
"We are truly in a golden age for our profession."
Doug PowellClosing Keynote: Design at Scale
November 8, 2018
"Sometimes with kids, you just have to get artifactual data or creative outputs because they can’t always articulate."
Mila Kuznetsova Lucy DentonHow Lessons Learned from Our Youngest Users Can Help Us Evolve our Practices
March 9, 2022
"What if I said that this was actually the assignment: to write an essay using AI, helping students become familiar with translating their policy intent through AI?"
Sarah GallimoreInspire Progress with Artifacts from the Future
November 18, 2022
"We never compromise on the business goals, but how we achieve them can be flexible and pragmatic."
Lada Gorlenko Sharbani Dhar Sébastien Malo Rob Mitzel Ivana Ng Michal Anne RogondinoTheme 1: Discussion
January 8, 2024
"Who deals with chaos, ambiguity, and disruption best? It’s us, design operations humans."
Alnie FigueroaThe Future of Design Operations: Transforming Our Craft
September 10, 2025
"Meaningfulness is linked directly to what your organization cares about in terms of goals and priorities."
Landon BarnesAre My Research Findings Actually Meaningful?
March 10, 2022
"It’s the worst thing when someone feels dumb in front of a customer because the tools don’t support them."
Emily EagleCan't Rewind: Radio and Retail
June 3, 2019
"We neglected our power users during the responsive, one-size-fits-all strategy, and it really hurt us."
Malini RaoLessons Learned from a 4-year Product Re-platforming Journey
June 9, 2021
"Project management was focused on outputs, assuming the correct feature was already defined."
Asia HoePartnering with Product: A Journey from Junior to Senior Design
November 29, 2023
