More Related Content Similar to Impact of DesignOps at ServiceNow (DesignX DesignOps Day) (20) More from Peter Boersma (20) Impact of DesignOps at ServiceNow (DesignX DesignOps Day)1. The impact of DesignOpsāØ
at ServiceNow
Director of Product Design for NowX
Peter Boersma
DesignOps Day, Amsterdam, October 25, 2019
2. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Peterās ātwo truths and a lieā
In the early ā90sāØ
I created myāØ
own MastersāāØ
program, calledāØ
āInformationāØ
Ergonomicsā.
I have presentedāØ
at more than 40āØ
conferences butāØ
I have neverāØ
presented furtherāØ
east than Berlin.
For 3 weeks, IāØ
designed websiteāØ
prototypes forāØ
the governmentāØ
of Jamaica, ināØ
Kingston, Jamaica.
5. Ā© 2019 ServiceNow, Inc. All Rights Reserved.!5
Like DevOps
A mindset, aimed at closer
collaboration (originally
between Dev and Ops),
continuous delivery,
automation, feedback,
efficiency, innovation.
Like Roadies
Running the show from
backstage: planning
events, writing the
playbook, defining the
process, selecting the tools.
Like Management
Focussed on building
teams, having 1-on-1ās,
creating career ladders,
collaboration amongst
designers and with others,
quality of output.
Three flavours of DesignOps
6. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
DesignOps 101 by Nielsen Norman Group
DesignOps refers to the orchestration and
optimization of people, processes, and craft
in order to amplify designās value and impact
at scale.āØ
Ā
DesignOps is a collective term for addressing challenges such as:
ā¢ growing and evolving design teams
ā¢ finding and hiring people with the right skills
ā¢ creating efficient workflows
ā¢ improving the quality and impact of design outputs.
7. Ā© 2019 ServiceNow, Inc. All Rights Reserved.!7
1. How we work āØ
together
Organize
ā¢ Organizational structure
ā¢ Team composition
ā¢ Role definition
Collaborate
ā¢ Meetings
ā¢ Environment
ā¢ Communities of Practice
Humanize
ā¢ Career paths
ā¢ Hiring and onboarding
ā¢ Career development
3. How our workāØ
creates impact
Measure
ā¢ Design standards
ā¢ Metrics
ā¢ Definitions of āgoodā and ādoneā
Socialize
ā¢ Success stories
ā¢ Reward and recognition
ā¢ Education
Enable
ā¢ Skills training
ā¢ Playbooks
ā¢ Workshops
2. How we get ourāØ
work done
Standardize
ā¢ Guiding principles
ā¢ Design process
ā¢ Consistent toolsets
Harmonize
ā¢ Design systems
ā¢ Research repositories
ā¢ Digital-asset management
Prioritize
ā¢ Balancing workflow
ā¢ Estimation
ā¢ Allocation
Components of DesignOps organisations
8. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
āThe shape of DesignOps will and
should look very different from one
organization to the next.ā
Kate Kaplan, Nielsen Norman Group, DesignOps 101, July 21, 2019
9. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Every UX designer everywhere
āIt dependsā¦ā
11. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
ServiceNow makes work, work better for people.
We transform old, manual ways of working into
modern digital workflows, so employees and
customers get what they need, when they need
it ā fast, simple, easy.
When people work better, business works better.
12. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Workflow engine
(IT) systems inventory Employees & Org chart
Customer data
13. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
āIT ticketsā or ārequestsā or "incidentsāāØ
(large but shrinking % of our revenue)
21. Ā© 2019 ServiceNow, Inc. All Rights Reserved.!21
https://www.youtube.com/watch?v=xUrv0I8x5Ek
22. Ā© 2019 ServiceNow, Inc. All Rights Reserved.!22
Motaz Altaher,āØ
Senior UX DesignerāØ
Performance Analytics & Reporting
Amsterdam
23. Every 6 months,āØ
we release a new versionāØ
of every product
Product teams, made up of product
managers, designers, developers and
quality assurance staff, actively work on
the design & development of a release,
while preparing for the next few releases
in parallel.
(c) copyright I, Laslovarga, CC BY-SA 3.0, https://commons.wikimedia.org/
wiki/File:0327New_York_City_Statue_of_Liberty.JPG
Our releases are named after cities.āØ
Most customers are on the London or Madrid version.āØ
We just released New York, are working on Orlando, and
are busy planning Paris, Quebec, etc.
24. Ā© 2019 ServiceNow, Inc. All Rights Reserved.!24
This yearās challenge: moving to a new UI platform
classic lists & forms modern, flexible canvas
26. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Experience Organisation size over time
0
75
150
225
300
2004 2008 2012 2016 2018 2020
300
200
50
20
10
0
we are going to needāØ
DesignOps!
today: 257
27. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Design in the OrgChart
CEO
CPO
HoD
Sr.DirāØ
x5
CIO CCO CMO
VP
Dir
Mgr
UX
10.000
CFO 2.500
250
25
10
5
1
DirSr.
Mgr
PrincipāØ
UX
Sr.Dir
28. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
CEO
CPO
HoD
Sr.Dir
CIO CCO CMO
Dir
Sr.UX Sr.UXSr.Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
10.000
CFO 2.500
250
25
10
5
1
DesignOps
29. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Services of DesignOps at ServiceNow
Process definition
ā¢ Design Project Life Cycle
ā¢ Design Review process (DERT)
ā¢ Product Content process
Design support
ā¢ Design Workflow Tool
ā¢ Design Manager checkins
ā¢ DERT calendar & sessions
ā¢ Tool selectionāØ
(Abstract, Sketch, InVision, Miro)
Program Management
ā¢ Release Management
ā¢ Project Armstrong (move to new UI platform)
ā¢ Design System project management
ā¢ Accessibility training
Communication
ā¢ Weekly newsletter
ā¢ Office hours
ā¢ Slack channel
ā¢ Sharepoint articles
30. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Services of DesignOps at ServiceNow
Process definition
ā¢ Design Project Life Cycle
ā¢ Design Review process (DERT)
ā¢ Product Content process
Design support
ā¢ Design Workflow Tool
ā¢ Design Manager checkins
ā¢ DERT calendar & sessions
ā¢ Tool selectionāØ
(Abstract, Sketch, InVision, Miro)
Program Management
ā¢ Release Management
ā¢ Project Armstrong (move to new UI platform)
ā¢ Design System project management
ā¢ Accessibility training
Communication
ā¢ Weekly newsletter
ā¢ Office hours
ā¢ Slack channel
ā¢ Sharepoint articles
31. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Design Project Life Cycle
Understand Ideate Build
Intake
Discovery &āØ
Analysis
ConceptualāØ
Validation
Refinement &āØ
UsabilityāØ
Testing
UXāØ
Specifications
Development
InstanceāØ
Grooming
Approval
+ activities
+ deliverables
32. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Services of DesignOps at ServiceNow
Process definition
ā¢ Design Project Life Cycle
ā¢ Design Review process (DERT)
ā¢ Product Content process
Design support
ā¢ Design Workflow Tool
ā¢ Design Manager checkins
ā¢ DERT calendar & sessions
ā¢ Tool selectionāØ
(Abstract, Sketch, InVision, Miro)
Program Management
ā¢ Release Management
ā¢ Project Armstrong (move to new UI platform)
ā¢ Design System project management
ā¢ Accessibility training
Communication
ā¢ Weekly newsletter
ā¢ Office hours
ā¢ Slack channel
ā¢ Sharepoint articles
33. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Purpose
TheĀ DesignĀ ExperienceĀ ReviewĀ Team (DERT) is a process and a cross-functional team
which helps to ensureĀ quality andĀ consistency in user experience and user interface
across the ServiceNow platformĀ and to validate conformance and
contributionsĀ toĀ ServiceNow Design Systems.Ā
Ā
GoalsāÆāÆĀ
ā¢ GuideĀ teams from concept to codeĀ
ā¢ ConnectĀ with all teams across ServiceNow to share design patterns and resourcesĀ
ā¢ EvangelizeĀ UX patterns and best practices back to stakeholdersĀ
ā¢ EnsureĀ a consistent look & feel that results in product harmony and customer delight
Design Experience Review Team (DERT)
38. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Services of DesignOps at ServiceNow
Process definition
ā¢ Design Project Life Cycle
ā¢ Design Review process (DERT)
ā¢ Product Content process
Design support
ā¢ Design Workflow Tool
ā¢ Design Manager checkins
ā¢ DERT calendar & sessions
ā¢ Tool selectionāØ
(Abstract, Sketch, InVision, Miro)
Program Management
ā¢ Release Management
ā¢ Project Armstrong (move to new UI platform)
ā¢ Design System project management
ā¢ Accessibility training
Communication
ā¢ Weekly newsletter
ā¢ Office hours
ā¢ Slack channel
ā¢ Sharepoint articles
39. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Design Workflow Tool - Design project dashboard
40. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Design Workflow Tool - Design project list for PA&R
43. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Services of DesignOps at ServiceNow
Process definition
ā¢ Design Project Life Cycle
ā¢ Design Review process (DERT)
ā¢ Product Content process
Design support
ā¢ Design Workflow Tool
ā¢ Design Manager checkins
ā¢ DERT calendar & sessions
ā¢ Tool selectionāØ
(Abstract, Sketch, InVision, Miro)
Program Management
ā¢ Release Management
ā¢ Project Armstrong (move to new UI platform)
ā¢ Design System project management
ā¢ Accessibility training
Communication
ā¢ Weekly newsletter
ā¢ Office hours
ā¢ Slack channel
ā¢ Sharepoint articles
44. Ā© 2019 ServiceNow, Inc. All Rights Reserved.!44
This yearās challenge: moving to a new UI platform
classic lists & forms modern, flexible canvas
45. Ā© 2019 ServiceNow, Inc. All Rights Reserved.!45
Program Management - Inventory of screens & components
46. Ā© 2019 ServiceNow, Inc. All Rights Reserved.!46
Program Management - Design Jams
50+ people
2x2 weeks
47. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Services of DesignOps at ServiceNow
Process definition
ā¢ Design Project Life Cycle
ā¢ Design Review process (DERT)
ā¢ Product Content process
Design support
ā¢ Design Workflow Tool
ā¢ Design Manager checkins
ā¢ DERT calendar & sessions
ā¢ Tool selectionāØ
(Abstract, Sketch, InVision, Miro)
Program Management
ā¢ Release Management
ā¢ Project Armstrong (move to new UI platform)
ā¢ Design System project management
ā¢ Accessibility training
Communication
ā¢ Weekly newsletter
ā¢ Office hours
ā¢ Slack channel
ā¢ Sharepoint articles
49. Ā© 2019 ServiceNow, Inc. All Rights Reserved.!49
Related to DesignOps
Design System
BizOps
Insights
Leadership
50. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
CEO
CPO
HoD
Sr.Dir
Dir
Sr.UX Sr.UXSr.Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
10.000
2.500
250
25
10
5
1
Dir
Sr.UX
X4
Dev
Mgr.
Mgr.
X4
UX
X10
Dev
X6
Related: Design System
53. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Related: Design System
ā¢ Documentation of components
ā¢ Team has developers and works with Development
ā¢ Contribution model for other Business Units
ā¢ Office Hours & Slack channel for support
54. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
CEO
CPO
HoD
Sr.Dir
Dir
Sr.UX Sr.UXSr.Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
10.000
2.500
250
25
10
5
1
Sr.
Mgr
Prog.
Mgr
Prog.
Mgr
Comm
Spec.
Related: BizOps
Dir
Sr.UX
X4
Dev
Mgr.
Mgr.
X4
UX
X10
Dev
X6
55. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Related: BizOps
ā¢ Determining headcount and support with hiring
ā¢ Templates and organisation of annual reviews
ā¢ Development of career ladder
ā¢ In-house events & training
ā¢ Budget for team outings
ā¢ Internal newsletter
ā¢ Sponsorships
57. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Related: BizOps - career ladder - skills for Designers
59. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Related: BizOps - Sponsoring
Photo Enterprise Experience booth from post-event Deck
60. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
CEO
CPO
HoD
Sr.Dir
Dir
Sr.UX Sr.UXSr.Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
10.000
2.500
250
25
10
5
1
Sr. Dir
Arch.
Mgr.
X4
Dir.
Res
X19
Related: Insights (Market/User Research & Evaluation)
Sr.
Mgr
Prog.
Mgr
Prog.
Mgr
Comm
Spec.
Dir
Sr.UX
X4
Dev
Mgr.
Mgr.
X4
UX
X10
Dev
X6
61. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Related: Insights (Market/User Research & Evaluation)
The Insights team performs market & user research and evaluations of concepts,
prototypes and launched products. The team also supports its researchers
(ResearchOps!) as well as product teams to do research themselves.
ā¢ 3 or 6-month user & market research programs
ā¢ Usability test participant pool & rewards
ā¢ Design Partner Program
ā¢ ProductLab for surveys
62. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Related: Insights (Market/User Research & Evaluation)
63. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Related: Insights (Market/User Research & Evaluation)
65. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
CEO
CPO
HoD
Sr.DirāØ
x5
Dir
10.000
2.500
250
25
10
5
1
Related: Experience Org Leadership
Sr.āØ
Mgr
PrincipāØ
UX
VP
DirāØ
x5
Sr.UX Sr.UXSr.Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Arch.
Mgr.
X4
Dir.
Res
X19
Sr.
Mgr
Prog.
Mgr
Prog.
Mgr
Comm
Spec.
Sr.UX
X4
Dev
Mgr.
Mgr.
X4
UX
X10
Dev
X6
66. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Related: Experience Org Leadership
EO Leadership has bi-weekly calls and quarterly face-to-face meetings where the
overall status of the Experience Organisation is discussed.
Typical topics are:
ā¢ EO-wide Goals
ā¢ Aligning people & processes to other Business Units
ā¢ Bonuses & promotions
ā¢ Promotion of ServiceNow design
68. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
CEO
CPO
HoD
Sr.DirāØ
x5
Dir
10.000
2.500
250
25
10
5
1
DesignOps + Design System + BizOps + Insights + Leadership
Sr.āØ
Mgr
PrincipāØ
UX
VP
DirāØ
x5
Sr.UX Sr.UXSr.Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Prog.
Mgr
Arch.
Mgr.
X4
Dir.
Res
X19
Sr.
Mgr
Prog.
Mgr
Prog.
Mgr
Comm
Spec.
Sr.UX
X4
Dev
Mgr.
Mgr.
X4
UX
X10
Dev
X6
70. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Source: DesignOps survey, September 2019
Impact of DesignOps - awareness of services
0%
25%
50%
75%
100%
D
ERT
Slack
C
hannels
N
ew
sletter
O
ffice
Hours
D
esign
W
orkflow
Tool
Program
M
anagem
ent
67%
71%
79%
88%
92%92%
72. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
āDesignOps impacts my every day.āØ
I would say for this release it has
gotten so much better with
oversight. Less things slipping
through the cracks.ā
Designer
73. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
āI am able to get approvalsāØ
straight from the design toolāØ
[thanks to Abstract, PB] and not
have to typically hunt downāØ
every individual party.āāØ
Designer
74. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
āFor our Design System component work,
DesignOps ran the daily stand-ups,
created our visual task board for tracking
work, and took on a lot of the
administrative work so we could focus on
design.ā
Designer who worked on the Design System team
75. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
āThe MIRO tool is something we've
been wanting for a while - so happyāØ
to see it implemented and also
supported; in terms of a best-practices,
the walkthrough was really helpful.ā
Designer
76. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Impact on Designers
Thanks to DesignOps
ā¢ State of project is known
ā¢ Designs are being pre-viewed and re-viewed
ā¢ Process is defined
ā¢ Tools are standardised & supported
Related to DesignOps
ā¢ Design system makes designers more efficient
ā¢ Insight in career opportunities
ā¢ Accessibility training
ā¢ Inspirational talks & events
ā¢ Access to research & test participants
78. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
āGurbani [DesignOps Program
Manager] has been helping my
team establish a daily standup
cadence and keep our teamāØ
up-to-date in our visual task board.ā
Design Manager
79. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
āWe use the Design Workflow Tool
daily in our work management as
well as all the tracking tools that
Nicole [DesignOps Program
Manager] has helped setup for us.ā
Design Manager
80. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
āDesignOps is working to help me get an
official content review process into DERT.āØ
āØ
They also send out a weekly email so I
have visibility into how all the projects
are doing and whoās working on what.ā
Content Design Manager
81. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
āAumarie [DesignOps Program Manager]
has been helping us manage work tasks
and has recently been helping us define
a capacity model.āØ
She has also been instrumental in tool
transitions (Box to OneDrive), etc.ā
Design Manager
82. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Impact on Design Managers
Thanks to DesignOps
ā¢ State of multiple projects known
ā¢ Team management support
ā¢ Multi-team programs supported
Related to DesignOps
ā¢ Support for advancing designersā careers
ā¢ Design Manager training
84. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
āThe status emails that are sent out weekly
containing details about the various projects
and programs in place is a huge benefit to
visibility. Even though we aren't always
responding to it, I am absolutely reading it,
and appreciating the communication on that
front.ā
Design Leader
85. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Impact on EO Leadership
Thanks to DesignOps
ā¢ State of all design projects known
ā¢ Insight into adherence to DERT processes
ā¢ Department-wide programs are managed
ā¢ Improved quality of design work
Related to DesignOps
ā¢ Design system makes all designers more efficient
ā¢ Support in managing headcount & hiring
ā¢ Insight in design team composition & skill gaps
ā¢ Brand recognition makes it easier to hire staff
87. Ā© 2019 ServiceNow, Inc. All Rights Reserved.!87
Lessons learned
What should DesignOps do?
Do I need DesignOps?
89. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Services of DesignOps at ServiceNow
Process definition
ā¢ Design Project Life Cycle
ā¢ Design Review process (DERT)
ā¢ Product Content process
Design support
ā¢ Design Workflow Tool
ā¢ Design Manager checkins
ā¢ DERT calendar & sessions
ā¢ Tool selectionāØ
(Abstract, Sketch, InVision, Miro)
Program Management
ā¢ Release Management
ā¢ Project Armstrong (move to new UI platform)
ā¢ Design System project management
ā¢ Accessibility training
Communication
ā¢ Weekly newsletter
ā¢ Office hours
ā¢ Slack channel
ā¢ Sharepoint articles
90. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Source: DesignOps survey, September 2019
Impact of DesignOps - usefulness of services (hi/med/low)
0
25
50
75
100
D
ERT
D
esign
W
orkflow
Tool
O
ffice
Hours
Slack
channels
Program
M
anagem
ent
N
ew
sletter
53
47
53
79
63
53
46
31
39
313131 31
38
46
0
31
46
91. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
High-impact services of DesignOps at ServiceNow
Process definition
ā¢ Design Project Life Cycle
ā¢ Design Review process (DERT)
ā¢ Product Content process
Design support
ā¢ Design Workflow Tool
ā¢ Design Manager checkins
ā¢ DERT calendar & sessions
ā¢ Tool selectionāØ
(Abstract, Sketch, InVision, Miro)
Program Management
ā¢ Release Management
ā¢ Project Armstrong (move to new UI platform)
ā¢ Design System project management
ā¢ Accessibility training
Communication
ā¢ Weekly newsletter
ā¢ Office hours
ā¢ Slack channel
ā¢ Sharepoint articles
92. Ā© 2019 ServiceNow, Inc. All Rights Reserved.!92
1. How we work āØ
together
Organize
ā¢ Organizational structure
ā¢ Team composition
ā¢ Role definition
Collaborate
ā¢ Meetings
ā¢ Environment
ā¢ Communities of Practice
Humanize
ā¢ Career paths
ā¢ Hiring and onboarding
ā¢ Career development
3. How our workāØ
creates impact
Measure
ā¢ Design standards
ā¢ Metrics
ā¢ Definitions of āgoodā and ādoneā
Socialize
ā¢ Success stories
ā¢ Reward and recognition
ā¢ Education
Enable
ā¢ Skills training
ā¢ Playbooks
ā¢ Workshops
2. How we get ourāØ
work done
Standardize
ā¢ Guiding principles
ā¢ Design process
ā¢ Consistent toolsets
Harmonize
ā¢ Design systems
ā¢ Research repositories
ā¢ Digital-asset management
Prioritize
ā¢ Balancing workflow
ā¢ Estimation
ā¢ Allocation
Components of DesignOps organisations
āthe shape of DesignOps will and should look very different from one organization to the nextā
93. Ā© 2019 ServiceNow, Inc. All Rights Reserved.!93
1. How we work āØ
together
Organize
ā¢ Organizational structure
ā¢ Team composition
ā¢ Role definition
Collaborate
ā¢ Meetings
ā¢ Environment
ā¢ Communities of Practice
Humanize
ā¢ Career paths
ā¢ Hiring and onboarding
ā¢ Career development
3. How our workāØ
creates impact
Measure
ā¢ Design standards
ā¢ Metrics
ā¢ Definitions of āgoodā and ādoneā
Socialize
ā¢ Success stories
ā¢ Reward and recognition
ā¢ Education
Enable
ā¢ Skills training
ā¢ Playbooks
ā¢ Workshops
2. How we get ourāØ
work done
Standardize
ā¢ Guiding principles
ā¢ Design process
ā¢ Consistent toolsets
Harmonize
ā¢ Design systems
ā¢ Research repositories
ā¢ Digital-asset management
Prioritize
ā¢ Balancing workflow
ā¢ Estimation
ā¢ Allocation
Components of DesignOps organisations
āthe shape of DesignOps will and should look very different from one organization to the nextā
94. Ā© 2019 ServiceNow, Inc. All Rights Reserved.!94
1. How we work āØ
together
Organize
ā¢ Organizational structure
ā¢ Team composition
ā¢ Role definition
Collaborate
ā¢ Meetings
ā¢ Environment
ā¢ Communities of Practice
Humanize
ā¢ Career paths
ā¢ Hiring and onboarding
ā¢ Career development
3. How our workāØ
creates impact
Measure
ā¢ Design standards
ā¢ Metrics
ā¢ Definitions of āgoodā and ādoneā
Socialize
ā¢ Success stories
ā¢ Reward and recognition
ā¢ Education
Enable
ā¢ Skills training
ā¢ Playbooks
ā¢ Workshops
2. How we get ourāØ
work done
Standardize
ā¢ Guiding principles
ā¢ Design process
ā¢ Consistent toolsets
Harmonize
ā¢ Design systems
ā¢ Research repositories
ā¢ Digital-asset management
Prioritize
ā¢ Balancing workflow
ā¢ Estimation
ā¢ Allocation
Components of DesignOps organisations
āthe shape of DesignOps will and should look very different from one organization to the nextā
96. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
āYou probably don't need this
dedicated role until your team is
about 150-200 people.ā
Peter Merholz (author of Org Design for Design Orgs),āØ
Leading Design slack community, #orgdesign, August 15, 2019
97. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Experience Organisation size over time
0
75
150
225
300
300
200
50
20
10
0
you are going to needāØ
DesignOps!
98. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
āAt this scale (12 designers), having a DesignOps person
responsible for creating career paths and supporting a
teamās development is management, not Ops.āØ
THAT SAID, career paths, etc., can very much be
supported by Ops, and as the organization scales,
having a dedicated Ops person to ensure a strong
employee experience is totally worthwhile.āØ
THAT SAID, you probably don't need this dedicated role
until your team is about ~150-200 people.ā
Peter Merholz (author of Org Design for Design Orgs),āØ
Leading Design slack community, #orgdesign, August 15, 2019
99. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
āWith 10 folks, you definitely want a
Design Program Manager to keep
things humming. Even more so
given a distributed nature..ā
Peter Merholz (author of Org Design for Design Orgs),āØ
Leading Design slack community, #orgdesign, October 20, 2019
100. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Experience Organisation size over time
0
75
150
225
300
300
200
50
20
10
0
you are going to needāØ
DesignOps!
but what if your designāØ
team is smaller?
101. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
āNot every organization needs
DesignOps the Role.ā
Kate Kaplan, Nielsen Norman Group, DesignOps 101, July 21, 2019
102. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
āAny team, however, can benefit from
DesignOps the Mindset, which simply means
recognizing the need for and implementing
an ecosystem, or a set of standardized
processes, methods, and tools that support
design and allow design to scale efficiently.ā
Kate Kaplan, Nielsen Norman Group, DesignOps 101, July 21, 2019
103. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
āAny team, however, can benefit
from DesignOps the Mindsetā
Kate Kaplan, Nielsen Norman Group, DesignOps 101, July 21, 2019
104. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
you can make work,āØ
work better for your peopleāØ
āØ
106. Ā© 2019 ServiceNow, Inc. All Rights Reserved.
Peterās ātwo truths and a lieā
In the early ā90sāØ
I created myāØ
own MastersāāØ
program, calledāØ
āInformationāØ
Ergonomicsā.
I have presentedāØ
at more than 40āØ
conferences butāØ
I have neverāØ
presented furtherāØ
east than Berlin.
For 3 weeks, IāØ
designed websiteāØ
prototypes forāØ
the governmentāØ
of Jamaica, ināØ
Kingston, Jamaica.
LIE
Amersfoort, Amsterdam, Austin, Barcelona, Berlin, Brussels, Chicago,
Cologne, Copenhagen, Dublin, Ede, Edinburgh, Hamburg, Las Vegas,
Lausanne, Lisbon, London, Madrid, Miami, Minneapolis, MontrƩal, Moscow,
Munich, Oslo, Paris, Pittsburgh, Prague, Riga, Rome, Rotterdam, Seattle,
Soesterberg, Sofia, Stockholm, The Hague, Utrecht, Vienna, Warsaw.