Flow and Superfluidity for Design Orgs (Jacqui Frey at DesignOps Summit 2018)

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Jacqui Frey: "Flow and Superfluidity for Design Orgs" DesignOps Summit 2018 • November 7-8, 2018 • New York, NY http://www.designopssummit.com

Diseño

Proprietary & Confidential 2018
Flow & Superfluidity for
Design Orgs
NOVEMBER 2018
Jacqui Frey
Director of Design Operations
!1

Proprietary & Confidential 2018
Design at
Mailchimp

Proprietary & Confidential 2018
Design is in
the DNA
2001: Mailchimp Co-founded by Ben
Chestnut, CEO and First Designer
!3

Proprietary & Confidential 2018
Design is in
the DNA
2001: Mailchimp Co-founded by Ben
Chestnut, CEO and First Designer
2000s-2016: Embedded Design in
Marketing + Product
!4

Proprietary & Confidential 2018
Mailchimp
Design Ops
Maturity

Proprietary & Confidential 2018
Mailchimp
Design Ops
Maturity
2016: 1FTE
!8

Proprietary & Confidential 2018
Mailchimp
Design Ops
Maturity
2016: 1FTE
2017: 3FTE
!9

Proprietary & Confidential 2018
Mailchimp
Design Ops
Maturity
2016: 1FTE
2017: 3FTE
2018: 9FTE
!10

Proprietary & Confidential 2018
Mailchimp
Design Ops
Maturity
2016: 1FTE
2017: 3FTE
2018: 9FTE
2019: 15+FTE
!11

Proprietary & Confidential 2018
Mailchimp
Design Ops
Maturity
Phase I: Call it Design Operations
!12

Proprietary & Confidential 2018
Mailchimp
Design Ops
Maturity
Phase I: Call it Design Operations
Phase II: Breadth not Depth
!13

Proprietary & Confidential 2018
Mailchimp
Design Ops
Maturity
Phase I: Call it Design Operations
Phase II: Breadth not Depth
Phase III: Build the Business Case
!14

Proprietary & Confidential 2018
Design Ops
Strategy

Proprietary & Confidential 2018
Boil the Ocean
!19

Proprietary & Confidential 2018 !20
There has to
be a pattern.

Proprietary & Confidential 2018 !23
I felt…
“In the zone”
“Focused”
“Accomplished”

Proprietary & Confidential 2018 !24
What I was doing…
Practicing
Studying Video
Training

Proprietary & Confidential 2018 !25
What made that
possible…
Schedules
Programs
Leadership

Proprietary & Confidential 2018
“There are two main strategies we can
adopt to improve the quality of life. The
first is to try making external conditions
match our goals. The second is to change
how we experience external conditions to
make them fit our goals better.”
- Flow, Mihaly Csikszentmihalyi
!28

Proprietary & Confidential 2018
Friction
!31

Proprietary & Confidential 2018
Superfluidity
!32

Proprietary & Confidential 2018
“Superfluidity is the characteristic
property of a fluid with zero viscosity
which therefore flows without loss of
kinetic energy. When stirred, a superfluid
forms cellular vortices that continue to
rotate indefinitely.”
!33

Proprietary & Confidential 2018 !35
Design Ops
Strategy

Proprietary & Confidential 2018
Condition the
environment to align
with dept goals.
!36

Proprietary & Confidential 2018
Remove friction in
the environment.
!37

Proprietary & Confidential 2018
Test into it
!38

Proprietary & Confidential 2018
Beta Programs
!39

Proprietary & Confidential 2018
Scale the
Team to the
Strategy
!40

Proprietary & Confidential 2018 !41
Programs
for Flow

Proprietary & Confidential 2018
CX
Practice
CX, UX, Design Programs,
Processes, and Tooling
!42

Proprietary & Confidential 2018
CX
Practice
CX, UX, Design Programs,
Processes, and Tooling
Continuous Growth
!43

Proprietary & Confidential 2018
CX
Practice
CX, UX, Design Programs,
Processes, and Tooling
Continuous Growth
Design Community
!44

Proprietary & Confidential 2018
Strategic Hypothesis:
Conditioning the
environment for growth
will improve people’s
ability to grow
!45

Proprietary & Confidential 2018
Strategic Litmus Test:
Will this investment
provide growth?
!46

Proprietary & Confidential 2018 !47
Programs for
Superfluidity

Proprietary & Confidential 2018
Design
Production
Workflow Management
!48

Proprietary & Confidential 2018
Design
Production
Workflow Management
Weekly Operations
!49

Proprietary & Confidential 2018
Design
Production
Workflow Management
Weekly Operations
Quality Gates
!50

Proprietary & Confidential 2018
Design
Production
Workflow Management
Weekly Operations
Quality Gates
Infrastructure + Tooling
!51

Proprietary & Confidential 2018
Business
Operations
Budgetary Management
!52

Proprietary & Confidential 2018
Business
Operations
Budgetary Management
Vendor Management
!53

Proprietary & Confidential 2018
Business
Operations
Budgetary Management
Vendor Management
Supply Chain Management
!54

Proprietary & Confidential 2018
Business
Operations
Budgetary Management
Vendor Management
Supply Chain Management
Retail Operations
!55

Proprietary & Confidential 2018
Strategic Hypothesis:
Improving areas of friction
in the environment will
increase people’s ability to
achieve goals
!56

Proprietary & Confidential 2018
Strategic Litmus Test:
Will this investment
remove friction?
!57

Proprietary & Confidential 2018 !58
North Star
Metrics

Proprietary & Confidential 2018 !59
Flow Metrics
Growth Rate
Attrition Rate
Design eNPS

Proprietary & Confidential 2018 !60
Superfluidity Metrics
Dept Process Scores
Retro Scores
Cfx NPS Scores

Proprietary & Confidential 2018
What We’ve
Learned
!61

Proprietary & Confidential 2018
Look for Patterns
!62

Proprietary & Confidential 2018
Research
Similar
Patterns for
Inspiration
!63

Proprietary & Confidential 2018
Test Into It
!64

Proprietary & Confidential 2018
Scale the
Team to the
Strategy
!65

Proprietary & Confidential 2018
Set KPIs
!66

Proprietary & Confidential 2018
Be Prepared
for Change
!67

Proprietary & Confidential 2018 !69
Thank you.

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DesignOps in Wonderland (Carla Casariego and Sarah Spencer at DesignOps Summi...

Rosenfeld Media

Debunking the Myths of Cross-Disciplinary Collaboration (Alastair Simpson at ...

Rosenfeld Media

Distributed Design Operations Management (Jilanna Wilson at DesignOps Summit ...

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A DesignOps Girl in a DevOps World (Indra Klavins at DesignOps Summit 2019)

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Process and Ambiguity (Amy Thibodeau at DesignOps Summit 2019)

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The View from the Top (Iram Shah at Enterprise Experience 2019)

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Jazz Improvisation as a Model for Team Collaboration (Jim Kalbach at Enterpri...

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We’ve Never Done This Before (Nova Wehman-Brown and Ken Hoffmann at Enterpris...

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How UX Research Hit It Big in Las Vegas (Melissa Schmidt and Adam Menter at E...

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Enterprise UX Storytelling Sessions (Dan Willis et al. at Enterprise Experien...

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Teams Work How People Work (Kevin Hoffman et al. at Enterprise Experience 2019)

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Can’t Rewind: Radio and Retail (Emily Eagle at Enterprise Experience 2019)

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Becoming a ResearchH.E.R (Highly Enterprise Ready) (Renee Reid at Enterprise ...

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Breaking Conway’s Law–or How to Work Differently and Not Ship Your Org Chart ...

Rosenfeld Media

Growing in Enterprise Design through Making Connections (Nick Cochran at Ente...

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