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Process and Ambiguity (Amy Thibodeau at DesignOps Summit 2019)

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Amy Thibodeau: “Process and Ambiguity”
DesignOps Summit 2019 • October 23-24, 2019 • New York, NY, USA
http://www.designopssummit.com

Publié dans : Design
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Process and Ambiguity (Amy Thibodeau at DesignOps Summit 2019)

  1. 1. Process and ambiguity Amy Thibodeau, Shopify @amythibodeau
  2. 2. @amythibodeau Photo by Sarah Pflug on Shopify Burst
  3. 3. @amythibodeau +350 people Distributed +4 crafts Shopify UX team
  4. 4. @amythibodeau Productive discontent People who are productively discontent see problems and are proactive about generating ideas and turning them into action.
  5. 5. @amythibodeau Photo by Dakota Monk on Shopify Burst
  6. 6. Great Pacific 
 garbage patch Image: Ocean by Arttmiss (Flickr) @amythibodeau
  7. 7. Plastic, plastic everywhere by Paulo Oliveira @amythibodeau
  8. 8. The Great Pacific Garbage Patch, Explained 
 by The Ocean Cleanup (Youtube) @amythibodeau
  9. 9. Image: The Garrett Hardin Society Tragedy of 
 the commons
  10. 10. I love process! And I bet you do too! @amythibodeau
  11. 11. Photo by Mitul Shah, Shopify Burst
  12. 12. ResearchOps Community, #WhatIsResearchOps
  13. 13. I decided we would 
 do everything. @amythibodeau
  14. 14. January 2019 James Me Part time @amythibodeau
  15. 15. Sponsorship and 
 community UX comms Special projects Culture and rituals Education and context Tooling @amythibodeau
  16. 16. Strategy Conferences Meetups Outreach Strategy Blog Social media
 Newsletter Internal & external Speaker series UX residencies Strategy Offsites Meetups Critiques UX Handbook Onboarding Continued learning Tooling training Strategy Recommendation Sunsetting Security Workflows Sponsorship and 
 community UX comms Special projects Culture and rituals Education and context Tooling @amythibodeau
  17. 17. Strategy Conferences Meetups Outreach Strategy Blog Social media
 Newsletter Internal & external Speaker series UX residencies Strategy Offsites Meetups Critiques UX Handbook Onboarding Continued learning Tooling training Strategy Recommendation Sunsetting Security Workflows Sponsorship and 
 community UX comms Special projects Culture and rituals Education and context Tooling UX Team
 Design Research Content Strategy UX Development @amythibodeau
  18. 18. Strategy Conferences Meetups Outreach Strategy Blog Social media
 Newsletter Internal & external Speaker series UX residencies Strategy Offsites Meetups Critiques UX Handbook Onboarding Continued learning Tooling training Strategy Recommendation Sunsetting Security Workflows Sponsorship and 
 community UX comms Special projects Culture and rituals Education and context Tooling @amythibodeau
  19. 19. Process is often necessary. @amythibodeau
  20. 20. But good things can happen in ambiguous spaces. @amythibodeau
  21. 21. “Freedom in a commons brings ruin to all.” Image: The Garrett Hardin Society — Garrett Hardin
  22. 22. Image: Holger Motzkau 2010, Wikipedia/Wikimedia Commons “Bureaucrats sometimes do not have the correct information, while citizens and users of resources do.” — Elinor Ostrom
  23. 23. Sheep and goats in the field near Hyderabad by Ben Sutherland
  24. 24. Process is often necessary. And good things can happen in ambiguous spaces. @amythibodeau
  25. 25. ResearchOps Community, #WhatIsResearchOps
  26. 26. ResearchOps Community, #WhatIsResearchOps Let go of process where the risk is low and the opportunity is high.
  27. 27. Biophysical 
 characteristics Attributes of 
 the community Rules in use Action arena Action situation Actors Patterns of 
 interaction Evaluative criteria Outcomes Institutional Analysis and Development Framework (IAD)
  28. 28. Biophysical 
 characteristics Attributes of 
 the community Rules in use Action arena Action situation Actors Patterns of 
 interaction Evaluative criteria Outcomes External context Institutional Analysis and Development Framework (IAD)
  29. 29. Biophysical 
 characteristics Attributes of 
 the community Rules in use Action arena Action situation Actors Patterns of 
 interaction Evaluative criteria Outcomes Institutional Analysis and Development Framework (IAD) Action arena
  30. 30. Biophysical 
 characteristics Attributes of 
 the community Rules in use Action arena Action situation Actors Patterns of 
 interaction Evaluative criteria Outcomes Institutional Analysis and Development Framework (IAD) Analysis
  31. 31. Defining our focus. Focus by Fe Ilya (Flickr) @amythibodeau
  32. 32. ? Culture Strategy Offsites Meetups Critiques @amythibodeau
  33. 33. How is culture being created across the team? • 350+ people • Distributed team across locations and product areas
  34. 34. How is culture being created across the team? • 350+ people • Distributed team across locations and product areas • 4 core UX disciplines • Connect through UX anchor points and foundational structures
  35. 35. How is culture being created across the team? • 350+ people • Distributed team across locations and product areas • 4 core UX disciplines • Connect through UX anchor points and foundational structures Rules of engagement, UX wide priorities, user experience values
  36. 36. How is culture being created across the team? • Distributed involvement, not just led by managers • Happening across business areas and disciplines NEW!
  37. 37. How is culture being created across the team? • Distributed involvement, not just led by managers • Happening across business areas and disciplines Team lunches, informal socials, critiques, demos, meetups, clubs. NEW!
  38. 38. How is culture being created across the team? • Distributed involvement, not just led by managers • Happening across business areas and disciplines Team lunches, informal socials, critiques, demos, meetups, clubs. Good feels, empowerment, ideas and energy, feeling of connection, desire for limited practical support NEW!
  39. 39. How is culture being created across the team? Risk that some areas and disciplines might invest more in culture than others.
  40. 40. How is culture being created across the team? Risk that some areas and disciplines might invest more in culture than others. Outcomes measured mostly by feelings and anecdotes
  41. 41. How is culture being created across the team? Risk that some areas and disciplines might invest more in culture than others. Although it wasn’t consistent across teams, locations, or disciplines, people were successfully establishing big and small rituals Outcomes measured mostly by feelings and anecdotes
  42. 42. Although it wasn’t consistent across teams, locations, or disciplines, people were successfully establishing big and small rituals Outcomes measured mostly by feelings and anecdotes Risk that some areas and disciplines might invest more in culture than others. Perception of fairness or uneven culture. * Good feels, sense of empowerment, lots of ideas and energy to make them happen with some support * Feeling of connection Team lunches, informal socials, critiques, demos, meetups, clubs* Distributed involvement, not just led by managers * Happening across business areas and disciplines * 350+ people * Distributed team across locations and product areas * 4 core UX disciplines * Connect through UX anchor points and foundational structures Rules of engagement, UX wide priorities, user experience values 8 9 7 Are teams successfully investing in culture and rituals? Do UX teams feel connected? Do people feel a sense of belonging?
  43. 43. Culture Strategy Offsites Meetups Critiques Delegate @amythibodeau
  44. 44. Culture Inspiring examples Playbooks $$ @amythibodeau Delegate
  45. 45. ? Tooling Strategy Recommendations Sunsetting Workflows @amythibodeau
  46. 46. How are people making tooling decisions? • 350+ people • Distributed team across locations and product areas • 4 core UX disciplines • Connect through UX anchor points and foundational structures
  47. 47. How are people making tooling decisions? • 350+ people • Distributed team across locations and product areas • 4 core UX disciplines • Connect through UX anchor points and foundational structures Few guidelines or shared approaches to help people select tools
  48. 48. Inconsistent people involved in selecting and approving tools. NEW! How are people making tooling decisions?
  49. 49. Inconsistent people involved in selecting and approving tools. NEW! How are people making tooling decisions? Few common approaches
  50. 50. Inconsistent people involved in selecting and approving tools. NEW! How are people making tooling decisions? Few common approaches. Slack, manager approvals, reaching out to IT, or completely self-directed decisions. Anxious and uncertain about expectations. Not feeling equipped to make informed decisions.
  51. 51. Risks around security, cost, and collaboration. How are people making tooling decisions?
  52. 52. Risks around security, cost, and collaboration. How are people making tooling decisions? It was hard to measure tool use across the team because it was decentralized.
  53. 53. Risks around security, cost, and collaboration. How are people making tooling decisions? It was hard to measure tool use across the team because it was decentralized. Good intentions but many different tools, unclear approach, challenges in collaboration, and some anxiety about expectations.
  54. 54. Lots of good intentions but many different tools, unclear approach, challenges in collaboration, and some anxiety about expectations. It was hard to measure tool use across the team because everything was decentralized. Risks around security, cost, and collaboration. People were anxious and uncertain about what they were expected to do. They often didn’t feel equipped to make good decisions. Few common approaches.Inconsistent people involved for selecting and approving tools. Sometimes managers involved, sometimes self-directed. * 350+ people * Distributed team across locations and product areas * 4 core UX disciplines * Connect through UX anchor points and foundational structures Few guidelines or shared approaches to help people select tools 6 3 3 How are teams and individuals making tooling decisions? How are we balancing tooling needs against security, cost (licensing), and ensuring our approach supports collaboration?
  55. 55. Tooling Strategy Recommendations Sunsetting Workflows @amythibodeau
  56. 56. Process Audit Security Sunsetting Migration Ambiguity @amythibodeau
  57. 57. Process Audit Security Sunsetting Migration Ambiguity Anxiety Insecurity Fear Avoidance @amythibodeau
  58. 58. Photo by Matthew Henry, Shopify Burst Stay close to your frontline
  59. 59. Photo by Matthew Henry, Shopify Burst Value qualitative metrics
  60. 60. Photo by Matthew Henry, Shopify Burst Share operating principles
  61. 61. Photo by Matthew Henry, Shopify Burst Tooling principles
 Make tradeoffs
  62. 62. Photo by Matthew Henry, Shopify Burst Tooling principles
 Make tradeoffs Prioritize active collaboration
  63. 63. Photo by Matthew Henry, Shopify Burst Tooling principles
 Make tradeoffs Prioritize active collaboration Embrace constant learning
  64. 64. Ambiguous problems are hard. @amythibodeau Ambiguity Anxiety Insecurity Fear Avoidance
  65. 65. Operational problems are inherently ambiguous. @amythibodeau Ambiguity Anxiety Insecurity Fear Avoidance
  66. 66. Strategy Conferences Meetups Outreach Strategy Blog Social media
 Newsletter Internal & external Speaker series UX residencies Strategy Offsites Meetups Critiques UX Handbook Onboarding Continued learning Tooling training Strategy Recommendation Sunsetting Security Workflows Sponsorship and 
 community UX comms Special projects Culture and rituals Education and context Tooling @amythibodeau
  67. 67. September 2019 Meghan Research Operations Me April 2019 Gene July 2019 Jen Sharon rt time UX Comms Project manager Project manager @amythibodeau
  68. 68. 3 Takeaways Samantha Hurley, Shopify Burst
  69. 69. Look beyond ops 
 for inspiration Tess O’Brien, Shopify Burst 1 @amythibodeau
  70. 70. Matthew Henry, Shopify Burst Make space for 
 champions2 @amythibodeau
  71. 71. Create human-centered operational plans Shopify Partners, Shopify Burst 3
  72. 72. How might we be more humane operational machines? Brodie Vissers, Shopify Burst @amythibodeau
  73. 73. Image from evonomics.com “Extensive empirical research leads me to argue that a core goal of public policy should be to facilitate the development of institutions that bring out the best in humans.” — Elinor Ostrom
  74. 74. Image: Shopify Polaris Thank you! Find me everywhere
 @amythibodeau Find resources: 
 http://bit.do/uxops

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