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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

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

  1. 1. Proprietary & Confidential 2018 Flow & Superfluidity for Design Orgs NOVEMBER 2018 Jacqui Frey Director of Design Operations !1
  2. 2. Proprietary & Confidential 2018 Design at Mailchimp
  3. 3. Proprietary & Confidential 2018 Design is in the DNA 2001: Mailchimp Co-founded by Ben Chestnut, CEO and First Designer !3
  4. 4. 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
  5. 5. 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 2016: Est. the Design Department !5
  6. 6. 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 2016: Est. the Design Department 2018: Scaled Design Department Org !6
  7. 7. Proprietary & Confidential 2018 Mailchimp Design Ops Maturity
  8. 8. Proprietary & Confidential 2018 Mailchimp Design Ops Maturity 2016: 1FTE !8
  9. 9. Proprietary & Confidential 2018 Mailchimp Design Ops Maturity 2016: 1FTE 2017: 3FTE !9
  10. 10. Proprietary & Confidential 2018 Mailchimp Design Ops Maturity 2016: 1FTE 2017: 3FTE 2018: 9FTE !10
  11. 11. Proprietary & Confidential 2018 Mailchimp Design Ops Maturity 2016: 1FTE 2017: 3FTE 2018: 9FTE 2019: 15+FTE !11
  12. 12. Proprietary & Confidential 2018 Mailchimp Design Ops Maturity Phase I: Call it Design Operations !12
  13. 13. Proprietary & Confidential 2018 Mailchimp Design Ops Maturity Phase I: Call it Design Operations Phase II: Breadth not Depth !13
  14. 14. 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
  15. 15. Proprietary & Confidential 2018 Mailchimp Design Ops Maturity Phase I: Call it Design Operations Phase II: Breadth not Depth Phase III: Build the Business Case Phase IV: Scale the Team !15
  16. 16. Proprietary & Confidential 2018 Mailchimp Design Ops Maturity Phase I: Call it Design Operations Phase II: Breadth not Depth Phase III: Build the Business Case Phase IV: Scale the Team Phase V: Forecast for Future !16
  17. 17. Proprietary & Confidential 2018 Design Ops Strategy
  18. 18. Proprietary & Confidential 2018 !18
  19. 19. Proprietary & Confidential 2018 Boil the Ocean !19
  20. 20. Proprietary & Confidential 2018 !20 There has to be a pattern.
  21. 21. Proprietary & Confidential 2018 !21
  22. 22. Proprietary & Confidential 2018 !22
  23. 23. Proprietary & Confidential 2018 !23 I felt… “In the zone” “Focused” “Accomplished”
  24. 24. Proprietary & Confidential 2018 !24 What I was doing… Practicing Studying Video Training
  25. 25. Proprietary & Confidential 2018 !25 What made that possible… Schedules Programs Leadership
  26. 26. Proprietary & Confidential 2018 !26
  27. 27. Proprietary & Confidential 2018 !27
  28. 28. 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
  29. 29. 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 !29
  30. 30. 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 !30
  31. 31. Proprietary & Confidential 2018 Friction !31
  32. 32. Proprietary & Confidential 2018 Superfluidity !32
  33. 33. 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
  34. 34. 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.” !34
  35. 35. Proprietary & Confidential 2018 !35 Design Ops Strategy
  36. 36. Proprietary & Confidential 2018 Condition the environment to align with dept goals. !36
  37. 37. Proprietary & Confidential 2018 Remove friction in the environment. !37
  38. 38. Proprietary & Confidential 2018 Test into it !38
  39. 39. Proprietary & Confidential 2018 Beta Programs !39
  40. 40. Proprietary & Confidential 2018 Scale the Team to the Strategy !40
  41. 41. Proprietary & Confidential 2018 !41 Programs for Flow
  42. 42. Proprietary & Confidential 2018 CX Practice CX, UX, Design Programs, Processes, and Tooling !42
  43. 43. Proprietary & Confidential 2018 CX Practice CX, UX, Design Programs, Processes, and Tooling Continuous Growth !43
  44. 44. Proprietary & Confidential 2018 CX Practice CX, UX, Design Programs, Processes, and Tooling Continuous Growth Design Community !44
  45. 45. Proprietary & Confidential 2018 Strategic Hypothesis: Conditioning the environment for growth will improve people’s ability to grow !45
  46. 46. Proprietary & Confidential 2018 Strategic Litmus Test: Will this investment provide growth? !46
  47. 47. Proprietary & Confidential 2018 !47 Programs for Superfluidity
  48. 48. Proprietary & Confidential 2018 Design Production Workflow Management !48
  49. 49. Proprietary & Confidential 2018 Design Production Workflow Management Weekly Operations !49
  50. 50. Proprietary & Confidential 2018 Design Production Workflow Management Weekly Operations Quality Gates !50
  51. 51. Proprietary & Confidential 2018 Design Production Workflow Management Weekly Operations Quality Gates Infrastructure + Tooling !51
  52. 52. Proprietary & Confidential 2018 Business Operations Budgetary Management !52
  53. 53. Proprietary & Confidential 2018 Business Operations Budgetary Management Vendor Management !53
  54. 54. Proprietary & Confidential 2018 Business Operations Budgetary Management Vendor Management Supply Chain Management !54
  55. 55. Proprietary & Confidential 2018 Business Operations Budgetary Management Vendor Management Supply Chain Management Retail Operations !55
  56. 56. Proprietary & Confidential 2018 Strategic Hypothesis: Improving areas of friction in the environment will increase people’s ability to achieve goals !56
  57. 57. Proprietary & Confidential 2018 Strategic Litmus Test: Will this investment remove friction? !57
  58. 58. Proprietary & Confidential 2018 !58 North Star Metrics
  59. 59. Proprietary & Confidential 2018 !59 Flow Metrics Growth Rate Attrition Rate Design eNPS
  60. 60. Proprietary & Confidential 2018 !60 Superfluidity Metrics Dept Process Scores Retro Scores Cfx NPS Scores
  61. 61. Proprietary & Confidential 2018 What We’ve Learned !61
  62. 62. Proprietary & Confidential 2018 Look for Patterns !62
  63. 63. Proprietary & Confidential 2018 Research Similar Patterns for Inspiration !63
  64. 64. Proprietary & Confidential 2018 Test Into It !64
  65. 65. Proprietary & Confidential 2018 Scale the Team to the Strategy !65
  66. 66. Proprietary & Confidential 2018 Set KPIs !66
  67. 67. Proprietary & Confidential 2018 Be Prepared for Change !67
  68. 68. Proprietary & Confidential 2018 !68
  69. 69. Proprietary & Confidential 2018 !69 Thank you.

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