The Design Management Office (John Devanney at DesignOps Summit 2017)
Org Design for Design Orgs (Kristin Skinner at DesignOps 2017)
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Transcript of Org Design for Design Orgs (Kristin Skinner at DesignOps 2017)
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KRISTIN SKINNERorgdesignfordesignorgs.com@bettay#designops
ORG DESIGN FOR DESIGN ORGS
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2013-2014 Lost in first round of playoffs
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2014-2015 NBA Champions
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TO DELIVER GREAT EXPERIENCES . . .
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TO DELIVER GREAT EXPERIENCES . . .
I just need to get the design right
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TO DELIVER GREAT EXPERIENCES . . .
I just need to get the design rightstrategy
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TO DELIVER GREAT EXPERIENCES . . .
I just need to get the design right
organizationstrategy
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ORG DESIGNFOR DESIGN ORGS
BUILDING AND MANAGING IN-HOUSE DESIGN TEAMS
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Drawn from experience running a design firm, going in-house Concern that these big investments are not going to pay off, at least not to nearly their potential At issue is not the product of design, but the unseen stuff “behind the scenes” that ultimately affects that quality
Why Us?
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→Margaret Gould Stewart, Facebook→Bob Baxley, Pinterest (formerly Apple)→Catherine Courage, Docusign (formerly Citrix)→Phil Gilbert, IBM→Dave Cronin, GE→Kaaren Hanson, Medallia (formerly Intuit)→Mike Davidson, Twitter→Prof. Sara Beckman, Haas School of Business→Milissa Tarquini, Scripps (formerly AOL)→Chris Avore, Nasdaq
Informed by interviews with Design Leaders→Secil Watson, Wells Fargo→Lesley Mottla, M. Gemi (formerly Zipcar)→Matias Duarte, Google→Braden Kowitz, Google Ventures→Sara Khoury, Google, Walmart→Leah Buley, Forrester (formerly Intuit)→Maria Giudice, Autodesk (formerly Facebook)→Chris McCarthy, Kaiser Permanente→Irene Au, Khosla Ventures (formerly Yahoo, Google)
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“Designers need to show up like business people first, just like any other discipline.”
- Bob Schwartz, GM Global Design, GE Healthcare
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YOU CAN’T CHANGE THE PRODUCT OR SERVICE WITHOUT CHANGING
THE ORGANIZATION
LESSON #1
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12 QUALITIES OF EFFECTIVE DESIGN ORGANIZATIONS
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Foundation 1. Shared sense of purpose 2. Focused, empowered leadership 3. Authentic user empathy 4. Understand, articulate, and create value
12 Qualities of Effective Design Organizations
Management 9. Treat team members as people, not resources 10. Diversity of perspective and background 11. Foster a collaborative environment 12. Manage operations effectively
Output 5. Support the entire journey 6. Delivers at all levels of scale 7. Establish and uphold standards of quality 8. Value delivery over perfection
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“Half the decisions in organizations fail.”
- Paul Nutt, Author and Professor, Ohio State University
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Source: Surprising but True: Half the Decisions in Organizations Fail, Paul C. Nutt
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MUCH OF WHAT CAUSES DESIGNERS TO STRESS ABOUT THEIR WORK IS THE RESULT OF
FLAWED OPERATIONS
LESSON #2
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THE 5 STAGES OF DESIGN ORG EVOLUTION
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Stage 1: The Initial Pair
HD
PD
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Stage 1: The Initial Pair
HD
PD
Head of Design •creative •managerial •operational • (and, at this stage,
a maker)
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Stage 1: The Initial Pair
HD
PD
Head of Design •creative •managerial •operational • (and, at this stage,
a maker)
Product Designer • Structure
and/or • Surface
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HD
PD PD
PD
CS CD
PD
Stage 2: Full Team
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HD
PD PD
PD
CS CD
PD
Content Strategist •Voice and tone •Content structure •Copywriting
Stage 2: Full Team
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HD
PD PD
PD
CS CD
PD
Content Strategist •Voice and tone •Content structure •Copywriting
Communication Designer • Visual design • Online and offline • Brand • Information design
Stage 2: Full Team
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HD
PD
PD
CS
TL
PDPD
CS
UXR
CD
PD
Stage 3: From Design Team to Design Org
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HD
PD
PD
CS
TL
PDPD
CS
UXR
CD
PD
Team Lead •People manager •Domain expertise
Stage 3: From Design Team to Design Org
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HD
PD
PD
CS
TL
PDPD
CS
UXR
CD
PD
Team Lead •People manager •Domain expertise
UX Researcher •Generative and
evaluative •Highly leveraged
Stage 3: From Design Team to Design Org
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HD
PD
PD
CS
TL
PDPD
CS
UXR
CD
PD
Team Lead •People manager •Domain expertise
UX Researcher •Generative and
evaluative •Highly leveraged
Head of Design, revisited •May struggle with scale •Might need a new one
Stage 3: From Design Team to Design Org
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DM
HD
PD
PD
CS CD
PDDL
PD
CS CD
PD
DpM
TL
PDPD
CS PD
UXR UXR
SD
Stage 4: Coordination to Manage Complexity
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DM
HD
PD
PD
CS CD
PDDL
PD
CS CD
PD
DpM
TL
PDPD
CS PD
UXR UXR
SD
Service Designer •Strategy and
Structure • Integrates across
teams
Stage 4: Coordination to Manage Complexity
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DM
HD
PD
PD
CS CD
PDDL
PD
CS CD
PD
DpM
TL
PDPD
CS PD
UXR UXR
SD
Service Designer •Strategy and
Structure • Integrates across
teams
Design Lead •Might be Team Lead •People manager •Still practices
Stage 4: Coordination to Manage Complexity
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DM
HD
PD
PD
CS CD
PDDL
PD
CS CD
PD
DpM
TL
PDPD
CS PD
UXR UXR
SD
Service Designer •Strategy and
Structure • Integrates across
teams
Design Practice/Program Manager •Practice, communication
and prioritization •Organizational
effectiveness
Design Lead •Might be Team Lead •People manager •Still practices
Stage 4: Coordination to Manage Complexity
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WHEN TO INTRODUCE DESIGNOPS
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Does your team suffer these issues?• trouble coordinating internally, particularly around process,
communications, and file management • difficulty collaborating with other parts of the organization • inappropriate staffing on projects and programs • lack of visibility into related work streams • duplicated efforts • non-existent measurement • Fragmented decision-making
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Little “o” Operations
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Little “o” Operations
“The sand in the gears” Scheduling and budgets Tools and procedures Communication and coordination Measured by effectiveness
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Big “O" Operations Big “O” Operations
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Big “O" Operations
Annual planning to ensure adequate headcount Compensation packages that are fair for the market Adjustments to performance reviews to suit designers Facilities and IT to support collaborative work styles Policy changes to support real customer research
Big “O” Operations
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DESIGN MANAGEMENT AT CAPITAL ONE
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Our mission is to be strategic partners who ensure cross-functional collaboration to create human-centered design.
VISIONDESIGN MANAGEMENT AT CAPITAL ONE
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A high-performing Design Management practice coordinates efforts and knowledge sharing, facilitates prioritization, guides quality and effectiveness, and enables an environment where designers want to grow.
OPPORTUNITYDESIGN MANAGEMENT AT CAPITAL ONE
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DESIGN MANAGERS MAKE THINGS GO
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Design Practice Manager
Partner with Heads of Design to manage the business matters of
design
Design Operations
Core team of operations, finance
and relationship experts providing
shared services across the design
organization
Design Program Manager
Partner with Design Leads on the highest priority initiatives, programs,
platforms
DESIGN MANAGEMENTDESIGN MANAGEMENT AT CAPITAL ONE
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Design Practice Managers at the Portfolio level are partners with Heads of Design across LOBs to ensure efforts are prioritized for the highest impact, the right people are working on those efforts, and that they are effectively delivered.
DESIGN MANAGEMENT ROLESDESIGN MANAGEMENT AT CAPITAL ONE
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Design Program Managers flex from being strategic to tactical in the design process ensuring program and team health to deliver exceptional human-centered services and products.
DESIGN MANAGEMENT ROLESDESIGN MANAGEMENT AT CAPITAL ONE
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Design Operations focuses on the health of the practice, the people, and the projects.
DESIGN MANAGEMENT ROLESDESIGN MANAGEMENT AT CAPITAL ONE
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IMPACTDESIGN MANAGEMENT AT CAPITAL ONE
→ Design Program Management Toolkit
→ Finance Program, Playbook & Toolkit
→ Design Agency & Contractor Management Program
→ Jira Intake Process: Prioritization, Pipeline, Qualification
→ Design Measurement
→ Design Showcase
→ Design Management Maturity Model
→ Community of Practice
→ Standardized Reporting- Game Plans
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Stage 5: Distributed LeadershipHD
UXR
DpM DpM
UXR
DD DDCrD
UXR
UXRCT CT
PDPD
CS PD
PDPD
CS PD
DLPD
PD
CS CD
PD
PD
PD
CS CD
PD
SD SD
PD
CS CD
PD
PD
CS CD
PD
DR
TL
TLDL
DL
DL
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Stage 5: Distributed LeadershipHD
UXR
DpM DpM
UXR
DD DDCrD
UXR
UXRCT CT
PDPD
CS PD
PDPD
CS PD
DLPD
PD
CS CD
PD
PD
PD
CS CD
PD
SD SD
PD
CS CD
PD
PD
CS CD
PD
DR
Design Director •Oversees a swath of
teams/experiences • Integrates across
teams
TL
TLDL
DL
DL
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Stage 5: Distributed LeadershipHD
UXR
DpM DpM
UXR
DD DDCrD
UXR
UXRCT CT
PDPD
CS PD
PDPD
CS PD
DLPD
PD
CS CD
PD
PD
PD
CS CD
PD
SD SD
PD
CS CD
PD
PD
CS CD
PD
DR
Design Director •Oversees a swath of
teams/experiences • Integrates across
teams
TL
TLDL
DL
DL
Creative Director •Focused solely on
creative leadership •Establishes quality
standards
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Stage 5: Distributed LeadershipHD
UXR
DpM DpM
UXR
DD DDCrD
UXR
UXRCT CT
PDPD
CS PD
PDPD
CS PD
DLPD
PD
CS CD
PD
PD
PD
CS CD
PD
SD SD
PD
CS CD
PD
PD
CS CD
PD
DR
Design Director •Oversees a swath of
teams/experiences • Integrates across
teams
TL
TLDL
DL
DL
Creative Director •Focused solely on
creative leadership •Establishes quality
standards
Director of Research •Leads research team/
efforts • Insights hub
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Stage 5: Distributed LeadershipHD
UXR
DpM DpM
UXR
DD DDCrD
UXR
UXRCT CT
PDPD
CS PD
PDPD
CS PD
DLPD
PD
CS CD
PD
PD
PD
CS CD
PD
SD SD
PD
CS CD
PD
PD
CS CD
PD
DR
Design Director •Oversees a swath of
teams/experiences • Integrates across
teams
TL
TLDL
DL
DL
Creative Director •Focused solely on
creative leadership •Establishes quality
standards
Director of Research •Leads research team/
efforts • Insights hub
Creative Technologist •Prototypes new
experiences •NOT a Front-end Dev
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The Roles, RevisitedLeadership Head of Design Design Lead/Director Creative Director Team Lead Director of Research Director of Design Management Design Practice Manager
Core Design Product Designer Communication Designer Content Strategist UX Researcher Service Designer Design Program Manager Creative Technologist
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THERE IS NO ONE-SIZE-FITS-ALL FOR DESIGN OPS
LESSON #3
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IT TAKES A RELATIVELY SMALL TEAM TO HAVE IMPACT
LESSON #4
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SHARE GENEROUSLYJUDGE CONSERVATIVELY
LESSON #5
![Page 67: Org Design for Design Orgs (Kristin Skinner at DesignOps 2017)](https://reader036.fdocuments.us/reader036/viewer/2022081414/5a6664527f8b9a47688b5e85/html5/thumbnails/67.jpg)
![Page 68: Org Design for Design Orgs (Kristin Skinner at DesignOps 2017)](https://reader036.fdocuments.us/reader036/viewer/2022081414/5a6664527f8b9a47688b5e85/html5/thumbnails/68.jpg)
There’s no reason design operations can’t be a driving force in changing the
organization for the better.
![Page 69: Org Design for Design Orgs (Kristin Skinner at DesignOps 2017)](https://reader036.fdocuments.us/reader036/viewer/2022081414/5a6664527f8b9a47688b5e85/html5/thumbnails/69.jpg)
![Page 70: Org Design for Design Orgs (Kristin Skinner at DesignOps 2017)](https://reader036.fdocuments.us/reader036/viewer/2022081414/5a6664527f8b9a47688b5e85/html5/thumbnails/70.jpg)
Just keep sharing
![Page 71: Org Design for Design Orgs (Kristin Skinner at DesignOps 2017)](https://reader036.fdocuments.us/reader036/viewer/2022081414/5a6664527f8b9a47688b5e85/html5/thumbnails/71.jpg)
Just keep sharing how you did it,
![Page 72: Org Design for Design Orgs (Kristin Skinner at DesignOps 2017)](https://reader036.fdocuments.us/reader036/viewer/2022081414/5a6664527f8b9a47688b5e85/html5/thumbnails/72.jpg)
Just keep sharing how you did it,
what you learned,
![Page 73: Org Design for Design Orgs (Kristin Skinner at DesignOps 2017)](https://reader036.fdocuments.us/reader036/viewer/2022081414/5a6664527f8b9a47688b5e85/html5/thumbnails/73.jpg)
Just keep sharing how you did it,
what you learned, and why it mattered.
![Page 74: Org Design for Design Orgs (Kristin Skinner at DesignOps 2017)](https://reader036.fdocuments.us/reader036/viewer/2022081414/5a6664527f8b9a47688b5e85/html5/thumbnails/74.jpg)
THANK YOU!KRISTIN SKINNERorgdesignfordesignorgs.com@bettay#designops