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DesignOps in Wonderland (Carla Casariego and Sarah Spencer at DesignOps Summit 2019)

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Carla Casariego and Sarah Spencer: “DesignOps in Wonderland”
DesignOps Summit 2019 • October 23-24, 2019 • New York, NY, USA
http://www.designopssummit.com

Publié dans : Design
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DesignOps in Wonderland (Carla Casariego and Sarah Spencer at DesignOps Summit 2019)

  1. 1. DESIGNOPS IN WONDERLANDAdventures in Creating and Sustaining an Agile DesignOps Organization OCTOBER 2019 Carla Casariego & Sarah Spencer
  2. 2. CARLA CASARIEGO Director, DesignOps SARAH SPENCER Sr. Manager, DesignOps Your guides through Wonderland
  3. 3. Welcome to Wonderland!
  4. 4. Innovate for Better: 30 years and counting 1986 Express Scripts began in 1986 when five employees dispensed prescriptions in a small cinder-block building. Today, 27,000 employees across the country carry forward our commitment to creating a better health care system, meeting every challenge with the same passion and energy we've had from the start. Express Scripts was acquired by Cigna in 2018 to create a total health and well-being company with 70,000+ employees, collectively. Together, we accelerate a new global health care model that maximizes value, affordability and choice for our customers and clients. 2018
  5. 5. DX agile cadences stabilize (scrumban) 3 years into Agile transformation DesignOps defined 3.5 years into Agile transformation DX agile cadences begin (scrumban) 2.5 years into Agile transformation Producer Network defined 2 years into Agile transformation DX Team created 1.5 years into Agile transformation Our journey line 2017 H1 2017 H2 2018 H1 2018 H2 2019 H1
  6. 6. Would you like an adventure now, or shall we have tea first?
  7. 7. Business Technology ? Navigate the organization and build relationships SEEK OUT STRATEGIC PARTNERSHIPS • Learn where you fit within the broader organization • Align on complex experience challenges • Establish credibility and show the value that infusing empathy has on delivering exceptional experiences Product Owner Software Engineering Digital Experience
  8. 8. Navigate the organization and build relationships ESTABLISH “FULL KIT TEAMS” • Prove out the power of multidisciplinary teams • Strategically align across critical product priorities • Establish a new model for delivering exceptional experiencesProduct Owner Software Engineering Digital Experience FULL KIT TEAM
  9. 9. Building the tunnel into Wonderland
  10. 10. Intake iteration 1: chaos Request 6 Request 3 Request 7 Request 2 Request 1 Request 4 Request 5 Research Content Accessibility User Experience Engineering Content EngineeringMember Feedback & NPS Design
  11. 11. Research backlog Request 3 Request 2 Request 1 Intake iteration 2: sub-team alignment Content backlog Request 6 Request 5 Request 4 Design backlog Request 9 Request 8 Request 7
  12. 12. Digital Experience team backlog Request 3 Request 2 Request 1 Intake iteration 3: DX team alignment
  13. 13. Digital Experience team backlog Request 3 Request 2 Request 1 Intake iteration 4: Full Kit team alignment Full Kit team backlog
  14. 14. Say “no” “A ‘No’ uttered from the deepest conviction is better and greater than a ’Yes’ merely uttered to please, or what is worse, to avoid trouble” -Mahatma Gandhi • Protect the end-to-end the experience • Analyze value • Follow your instincts for exceptions FOR A BETTER “YES”
  15. 15. Late for a very important date!
  16. 16. Evolve Agile, delivery expectations, timelines and roadmaps PILOT LOOKAHEAD SPRINTS • Introduce teams to new ways of working • Prove the value of User Centered Design • Deliver experiences validated with user feedback Framework Timebox Team Problem Statement
  17. 17. Evolve Agile, delivery expectations, timelines and roadmaps ESTABLISH A DESIGN SPRINT CALENDAR • Align to established sprint cycles • Build in lead time – stay 1-2 (or more) sprints ahead of software engineering • Be prepared to re-educate partners
  18. 18. Evolve Agile, delivery expectations, timelines and roadmaps CREATE EXPERIENCE ROADMAPS • Provide visibility into initiatives supported by the team • Serve as roadmaps for strategic priorities • Maintain and adapt to ever changing needs
  19. 19. Protecting the Tea Party
  20. 20. Pivot the org structure: from Producer Network Research Producer Research Experience, Research & Accessibility Content Producer Content Digital Content & Engagement Design Producer Design User Experience Design
  21. 21. Pivot the org structure: to DesignOps Research DesignOps Content Digital Experience (DX) Design
  22. 22. Centralize business foundations Lab strategy IDENTIFY VALUE STREAMS Governance People Processes Tools Client & sales Contracting
  23. 23. Most everyone’s mad here.
  24. 24. Find commonalities with other organizations to solve challenges and apply leading practices REFLECT, REFINE, PIVOT • Look to strengths of the team • Research emerging trends, leverage trusted advisors and peers in agencies or other companies • Learn from others’ journeys and experiences
  25. 25. Find commonalities with other organizations to solve challenges and apply leading practices CREATE A STRATEGY FOR EXPERIENCE OPERATIONS • Garner support from leadership and partners in the organization • Determine whether to align on value streams or specific experience disciplines • Navigate the ever-changing organizational landscape
  26. 26. Our reflections 1STRATEGICALLY NETWORK & PARTNER 2CREATE FORMALIZED & COLLABORATIVE INTAKE 3ESTABLISH AGILE CADENCES & ROADMAPS 4CENTRALIZE APPROPRIATE ”RUN THE BUSINESS” FUNCTIONS 5LEARN FROM OTHERS’ EXPERIENCES
  27. 27. “Would you tell me, please, which way I ought to go from here?” "That depends a good deal on where you want to get to.” "I don't much care where –” "Then it doesn't matter which way you go.” ― Lewis Carroll, Alice in Wonderland
  28. 28. Questions?
  29. 29. Stay in touch CARLA CASARIEGO Director, DesignOps Email: carla@express-scripts.com LinkedIn: carla-casariego SARAH SPENCER Sr. Manager, DesignOps Email: sspencer@express-scripts.com LinkedIn: spencersarah

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