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Impact of DesignOps at ServiceNow (DesignX DesignOps Day)

This talk describes the way that the DesignOps team at ServiceNow operates, and what it means for the design organisation in ServiceNow. Its products and services include: the definition and maintenance of the product design lifecycle, a design project tracking system, a design review process and procedures, and more.
I also describe some of the other impactful developments in ServiceNow, such as our Design System, the alignment of designers to product management, the Insights team that does both market and customer research, and our BizOps team that manages headcount, identifies and creates education opportunities, handles sponsoring, and organizes events for designers.

Impact of DesignOps at ServiceNow (DesignX DesignOps Day)

  1. 1. The impact of DesignOps
 at ServiceNow Director of Product Design for NowX Peter Boersma DesignOps Day, Amsterdam, October 25, 2019
  2. 2. © 2019 ServiceNow, Inc. All Rights Reserved. Peter’s “two truths and a lie” In the early ‘90s
 I created my
 own Masters’
 program, called
 “Information
 Ergonomics”. I have presented
 at more than 40
 conferences but
 I have never
 presented further
 east than Berlin. For 3 weeks, I
 designed website
 prototypes for
 the government
 of Jamaica, in
 Kingston, Jamaica.
  3. 3. The impact of DesignOps
 at ServiceNow
  4. 4. The impact of DesignOps
 at ServiceNow
  5. 5. © 2019 ServiceNow, Inc. All Rights Reserved.!5 Like DevOps A mindset, aimed at closer collaboration (originally between Dev and Ops), continuous delivery, automation, feedback, efficiency, innovation. Like Roadies Running the show from backstage: planning events, writing the playbook, defining the process, selecting the tools. Like Management Focussed on building teams, having 1-on-1’s, creating career ladders, collaboration amongst designers and with others, quality of output. Three flavours of DesignOps
  6. 6. © 2019 ServiceNow, Inc. All Rights Reserved. DesignOps 101 by Nielsen Norman Group DesignOps refers to the orchestration and optimization of people, processes, and craft in order to amplify design’s value and impact at scale.
   DesignOps is a collective term for addressing challenges such as: • growing and evolving design teams • finding and hiring people with the right skills • creating efficient workflows • improving the quality and impact of design outputs.
  7. 7. © 2019 ServiceNow, Inc. All Rights Reserved.!7 1. How we work 
 together Organize • Organizational structure • Team composition • Role definition Collaborate • Meetings • Environment • Communities of Practice Humanize • Career paths • Hiring and onboarding • Career development 3. How our work
 creates impact Measure • Design standards • Metrics • Definitions of “good” and “done” Socialize • Success stories • Reward and recognition • Education Enable • Skills training • Playbooks • Workshops 2. How we get our
 work done Standardize • Guiding principles • Design process • Consistent toolsets Harmonize • Design systems • Research repositories • Digital-asset management Prioritize • Balancing workflow • Estimation • Allocation Components of DesignOps organisations
  8. 8. © 2019 ServiceNow, Inc. All Rights Reserved. “The shape of DesignOps will and should look very different from one organization to the next.” Kate Kaplan, Nielsen Norman Group, DesignOps 101, July 21, 2019
  9. 9. © 2019 ServiceNow, Inc. All Rights Reserved. Every UX designer everywhere “It depends…”
  10. 10. The impact of DesignOps
 at ServiceNow
  11. 11. © 2019 ServiceNow, Inc. All Rights Reserved. ServiceNow makes work, work better for people. We transform old, manual ways of working into modern digital workflows, so employees and customers get what they need, when they need it — fast, simple, easy. When people work better, business works better.
  12. 12. © 2019 ServiceNow, Inc. All Rights Reserved. Workflow engine (IT) systems inventory Employees & Org chart Customer data
  13. 13. © 2019 ServiceNow, Inc. All Rights Reserved. “IT tickets” or “requests” or "incidents”
 (large but shrinking % of our revenue)
  14. 14. © 2019 ServiceNow, Inc. All Rights Reserved.
  15. 15. © 2019 ServiceNow, Inc. All Rights Reserved.
  16. 16. © 2019 ServiceNow, Inc. All Rights Reserved.
  17. 17. © 2019 ServiceNow, Inc. All Rights Reserved.
  18. 18. © 2019 ServiceNow, Inc. All Rights Reserved.
  19. 19. © 2019 ServiceNow, Inc. All Rights Reserved.
  20. 20. © 2019 ServiceNow, Inc. All Rights Reserved.
  21. 21. © 2019 ServiceNow, Inc. All Rights Reserved.!21 https://www.youtube.com/watch?v=xUrv0I8x5Ek
  22. 22. © 2019 ServiceNow, Inc. All Rights Reserved.!22 Motaz Altaher,
 Senior UX Designer
 Performance Analytics & Reporting Amsterdam
  23. 23. Every 6 months,
 we release a new version
 of every product Product teams, made up of product managers, designers, developers and quality assurance staff, actively work on the design & development of a release, while preparing for the next few releases in parallel. (c) copyright I, Laslovarga, CC BY-SA 3.0, https://commons.wikimedia.org/ wiki/File:0327New_York_City_Statue_of_Liberty.JPG Our releases are named after cities.
 Most customers are on the London or Madrid version.
 We just released New York, are working on Orlando, and are busy planning Paris, Quebec, etc.
  24. 24. © 2019 ServiceNow, Inc. All Rights Reserved.!24 This year’s challenge: moving to a new UI platform classic lists & forms modern, flexible canvas
  25. 25. The impact of DesignOps
 at ServiceNow
  26. 26. © 2019 ServiceNow, Inc. All Rights Reserved. Experience Organisation size over time 0 75 150 225 300 2004 2008 2012 2016 2018 2020 300 200 50 20 10 0 we are going to need
 DesignOps! today: 257
  27. 27. © 2019 ServiceNow, Inc. All Rights Reserved. Design in the OrgChart CEO CPO HoD Sr.Dir
 x5 CIO CCO CMO VP Dir Mgr UX 10.000 CFO 2.500 250 25 10 5 1 DirSr. Mgr Princip
 UX Sr.Dir
  28. 28. © 2019 ServiceNow, Inc. All Rights Reserved. CEO CPO HoD Sr.Dir CIO CCO CMO Dir Sr.UX Sr.UXSr.Mgr Prog. Mgr Prog. Mgr Prog. Mgr Prog. Mgr Prog. Mgr Prog. Mgr 10.000 CFO 2.500 250 25 10 5 1 DesignOps
  29. 29. © 2019 ServiceNow, Inc. All Rights Reserved. Services of DesignOps at ServiceNow Process definition • Design Project Life Cycle • Design Review process (DERT) • Product Content process Design support • Design Workflow Tool • Design Manager checkins • DERT calendar & sessions • Tool selection
 (Abstract, Sketch, InVision, Miro) Program Management • Release Management • Project Armstrong (move to new UI platform) • Design System project management • Accessibility training Communication • Weekly newsletter • Office hours • Slack channel • Sharepoint articles
  30. 30. © 2019 ServiceNow, Inc. All Rights Reserved. Services of DesignOps at ServiceNow Process definition • Design Project Life Cycle • Design Review process (DERT) • Product Content process Design support • Design Workflow Tool • Design Manager checkins • DERT calendar & sessions • Tool selection
 (Abstract, Sketch, InVision, Miro) Program Management • Release Management • Project Armstrong (move to new UI platform) • Design System project management • Accessibility training Communication • Weekly newsletter • Office hours • Slack channel • Sharepoint articles
  31. 31. © 2019 ServiceNow, Inc. All Rights Reserved. Design Project Life Cycle Understand Ideate Build Intake Discovery &
 Analysis Conceptual
 Validation Refinement &
 Usability
 Testing UX
 Specifications Development Instance
 Grooming Approval + activities + deliverables
  32. 32. © 2019 ServiceNow, Inc. All Rights Reserved. Services of DesignOps at ServiceNow Process definition • Design Project Life Cycle • Design Review process (DERT) • Product Content process Design support • Design Workflow Tool • Design Manager checkins • DERT calendar & sessions • Tool selection
 (Abstract, Sketch, InVision, Miro) Program Management • Release Management • Project Armstrong (move to new UI platform) • Design System project management • Accessibility training Communication • Weekly newsletter • Office hours • Slack channel • Sharepoint articles
  33. 33. © 2019 ServiceNow, Inc. All Rights Reserved. Purpose The Design Experience Review Team (DERT) is a process and a cross-functional team which helps to ensure quality and consistency in user experience and user interface across the ServiceNow platform and to validate conformance and contributions to ServiceNow Design Systems.    Goals    • Guide teams from concept to code  • Connect with all teams across ServiceNow to share design patterns and resources  • Evangelize UX patterns and best practices back to stakeholders  • Ensure a consistent look & feel that results in product harmony and customer delight Design Experience Review Team (DERT)
  34. 34. © 2019 ServiceNow, Inc. All Rights Reserved. DERT process
  35. 35. © 2019 ServiceNow, Inc. All Rights Reserved. DERT process
  36. 36. © 2019 ServiceNow, Inc. All Rights Reserved. DERT dashboard
  37. 37. © 2019 ServiceNow, Inc. All Rights Reserved. DERT calendar & sessions
  38. 38. © 2019 ServiceNow, Inc. All Rights Reserved. Services of DesignOps at ServiceNow Process definition • Design Project Life Cycle • Design Review process (DERT) • Product Content process Design support • Design Workflow Tool • Design Manager checkins • DERT calendar & sessions • Tool selection
 (Abstract, Sketch, InVision, Miro) Program Management • Release Management • Project Armstrong (move to new UI platform) • Design System project management • Accessibility training Communication • Weekly newsletter • Office hours • Slack channel • Sharepoint articles
  39. 39. © 2019 ServiceNow, Inc. All Rights Reserved. Design Workflow Tool - Design project dashboard
  40. 40. © 2019 ServiceNow, Inc. All Rights Reserved. Design Workflow Tool - Design project list for PA&R
  41. 41. © 2019 ServiceNow, Inc. All Rights Reserved. Design Workflow Tool - Design project record
  42. 42. © 2019 ServiceNow, Inc. All Rights Reserved.
  43. 43. © 2019 ServiceNow, Inc. All Rights Reserved. Services of DesignOps at ServiceNow Process definition • Design Project Life Cycle • Design Review process (DERT) • Product Content process Design support • Design Workflow Tool • Design Manager checkins • DERT calendar & sessions • Tool selection
 (Abstract, Sketch, InVision, Miro) Program Management • Release Management • Project Armstrong (move to new UI platform) • Design System project management • Accessibility training Communication • Weekly newsletter • Office hours • Slack channel • Sharepoint articles
  44. 44. © 2019 ServiceNow, Inc. All Rights Reserved.!44 This year’s challenge: moving to a new UI platform classic lists & forms modern, flexible canvas
  45. 45. © 2019 ServiceNow, Inc. All Rights Reserved.!45 Program Management - Inventory of screens & components
  46. 46. © 2019 ServiceNow, Inc. All Rights Reserved.!46 Program Management - Design Jams 50+ people 2x2 weeks
  47. 47. © 2019 ServiceNow, Inc. All Rights Reserved. Services of DesignOps at ServiceNow Process definition • Design Project Life Cycle • Design Review process (DERT) • Product Content process Design support • Design Workflow Tool • Design Manager checkins • DERT calendar & sessions • Tool selection
 (Abstract, Sketch, InVision, Miro) Program Management • Release Management • Project Armstrong (move to new UI platform) • Design System project management • Accessibility training Communication • Weekly newsletter • Office hours • Slack channel • Sharepoint articles
  48. 48. © 2019 ServiceNow, Inc. All Rights Reserved.
  49. 49. © 2019 ServiceNow, Inc. All Rights Reserved.!49 Related to DesignOps Design System BizOps Insights Leadership
  50. 50. © 2019 ServiceNow, Inc. All Rights Reserved. CEO CPO HoD Sr.Dir Dir Sr.UX Sr.UXSr.Mgr Prog. Mgr Prog. Mgr Prog. Mgr Prog. Mgr Prog. Mgr Prog. Mgr 10.000 2.500 250 25 10 5 1 Dir Sr.UX X4 Dev Mgr. Mgr. X4 UX X10 Dev X6 Related: Design System
  51. 51. © 2019 ServiceNow, Inc. All Rights Reserved. Related: Design System
  52. 52. © 2019 ServiceNow, Inc. All Rights Reserved. Related: Design System
  53. 53. © 2019 ServiceNow, Inc. All Rights Reserved. Related: Design System • Documentation of components • Team has developers and works with Development • Contribution model for other Business Units • Office Hours & Slack channel for support
  54. 54. © 2019 ServiceNow, Inc. All Rights Reserved. CEO CPO HoD Sr.Dir Dir Sr.UX Sr.UXSr.Mgr Prog. Mgr Prog. Mgr Prog. Mgr Prog. Mgr Prog. Mgr Prog. Mgr 10.000 2.500 250 25 10 5 1 Sr. Mgr Prog. Mgr Prog. Mgr Comm Spec. Related: BizOps Dir Sr.UX X4 Dev Mgr. Mgr. X4 UX X10 Dev X6
  55. 55. © 2019 ServiceNow, Inc. All Rights Reserved. Related: BizOps • Determining headcount and support with hiring • Templates and organisation of annual reviews • Development of career ladder • In-house events & training • Budget for team outings • Internal newsletter • Sponsorships
  56. 56. © 2019 ServiceNow, Inc. All Rights Reserved. Related: BizOps - Annual reviews
  57. 57. © 2019 ServiceNow, Inc. All Rights Reserved. Related: BizOps - career ladder - skills for Designers
  58. 58. © 2019 ServiceNow, Inc. All Rights Reserved.!58 Related: BizOps - Newsletter
  59. 59. © 2019 ServiceNow, Inc. All Rights Reserved. Related: BizOps - Sponsoring Photo Enterprise Experience booth from post-event Deck
  60. 60. © 2019 ServiceNow, Inc. All Rights Reserved. CEO CPO HoD Sr.Dir Dir Sr.UX Sr.UXSr.Mgr Prog. Mgr Prog. Mgr Prog. Mgr Prog. Mgr Prog. Mgr Prog. Mgr 10.000 2.500 250 25 10 5 1 Sr. Dir Arch. Mgr. X4 Dir. Res X19 Related: Insights (Market/User Research & Evaluation) Sr. Mgr Prog. Mgr Prog. Mgr Comm Spec. Dir Sr.UX X4 Dev Mgr. Mgr. X4 UX X10 Dev X6
  61. 61. © 2019 ServiceNow, Inc. All Rights Reserved. Related: Insights (Market/User Research & Evaluation) The Insights team performs market & user research and evaluations of concepts, prototypes and launched products. The team also supports its researchers (ResearchOps!) as well as product teams to do research themselves. • 3 or 6-month user & market research programs • Usability test participant pool & rewards • Design Partner Program • ProductLab for surveys
  62. 62. © 2019 ServiceNow, Inc. All Rights Reserved. Related: Insights (Market/User Research & Evaluation)
  63. 63. © 2019 ServiceNow, Inc. All Rights Reserved. Related: Insights (Market/User Research & Evaluation)
  64. 64. © 2019 ServiceNow, Inc. All Rights Reserved.
  65. 65. © 2019 ServiceNow, Inc. All Rights Reserved. CEO CPO HoD Sr.Dir
 x5 Dir 10.000 2.500 250 25 10 5 1 Related: Experience Org Leadership Sr.
 Mgr Princip
 UX VP Dir
 x5 Sr.UX Sr.UXSr.Mgr Prog. Mgr Prog. Mgr Prog. Mgr Prog. Mgr Prog. Mgr Prog. Mgr Arch. Mgr. X4 Dir. Res X19 Sr. Mgr Prog. Mgr Prog. Mgr Comm Spec. Sr.UX X4 Dev Mgr. Mgr. X4 UX X10 Dev X6
  66. 66. © 2019 ServiceNow, Inc. All Rights Reserved. Related: Experience Org Leadership EO Leadership has bi-weekly calls and quarterly face-to-face meetings where the overall status of the Experience Organisation is discussed. Typical topics are: • EO-wide Goals • Aligning people & processes to other Business Units • Bonuses & promotions • Promotion of ServiceNow design
  67. 67. © 2019 ServiceNow, Inc. All Rights Reserved.
  68. 68. © 2019 ServiceNow, Inc. All Rights Reserved. CEO CPO HoD Sr.Dir
 x5 Dir 10.000 2.500 250 25 10 5 1 DesignOps + Design System + BizOps + Insights + Leadership Sr.
 Mgr Princip
 UX VP Dir
 x5 Sr.UX Sr.UXSr.Mgr Prog. Mgr Prog. Mgr Prog. Mgr Prog. Mgr Prog. Mgr Prog. Mgr Arch. Mgr. X4 Dir. Res X19 Sr. Mgr Prog. Mgr Prog. Mgr Comm Spec. Sr.UX X4 Dev Mgr. Mgr. X4 UX X10 Dev X6
  69. 69. The impact of DesignOps
 at ServiceNow
  70. 70. © 2019 ServiceNow, Inc. All Rights Reserved. Source: DesignOps survey, September 2019 Impact of DesignOps - awareness of services 0% 25% 50% 75% 100% D ERT Slack C hannels N ew sletter O ffice Hours D esign W orkflow Tool Program M anagem ent 67% 71% 79% 88% 92%92%
  71. 71. © 2019 ServiceNow, Inc. All Rights Reserved.!71 Impact on Designers
  72. 72. © 2019 ServiceNow, Inc. All Rights Reserved. “DesignOps impacts my every day.
 I would say for this release it has gotten so much better with oversight. Less things slipping through the cracks.” Designer
  73. 73. © 2019 ServiceNow, Inc. All Rights Reserved. “I am able to get approvals
 straight from the design tool
 [thanks to Abstract, PB] and not have to typically hunt down
 every individual party.”
 Designer
  74. 74. © 2019 ServiceNow, Inc. All Rights Reserved. “For our Design System component work, DesignOps ran the daily stand-ups, created our visual task board for tracking work, and took on a lot of the administrative work so we could focus on design.” Designer who worked on the Design System team
  75. 75. © 2019 ServiceNow, Inc. All Rights Reserved. “The MIRO tool is something we've been wanting for a while - so happy
 to see it implemented and also supported; in terms of a best-practices, the walkthrough was really helpful.” Designer
  76. 76. © 2019 ServiceNow, Inc. All Rights Reserved. Impact on Designers Thanks to DesignOps • State of project is known • Designs are being pre-viewed and re-viewed • Process is defined • Tools are standardised & supported Related to DesignOps • Design system makes designers more efficient • Insight in career opportunities • Accessibility training • Inspirational talks & events • Access to research & test participants
  77. 77. © 2019 ServiceNow, Inc. All Rights Reserved.!77 Impact on Design Managers
  78. 78. © 2019 ServiceNow, Inc. All Rights Reserved. “Gurbani [DesignOps Program Manager] has been helping my team establish a daily standup cadence and keep our team
 up-to-date in our visual task board.” Design Manager
  79. 79. © 2019 ServiceNow, Inc. All Rights Reserved. “We use the Design Workflow Tool daily in our work management as well as all the tracking tools that Nicole [DesignOps Program Manager] has helped setup for us.” Design Manager
  80. 80. © 2019 ServiceNow, Inc. All Rights Reserved. “DesignOps is working to help me get an official content review process into DERT.
 
 They also send out a weekly email so I have visibility into how all the projects are doing and who’s working on what.” Content Design Manager
  81. 81. © 2019 ServiceNow, Inc. All Rights Reserved. “Aumarie [DesignOps Program Manager] has been helping us manage work tasks and has recently been helping us define a capacity model.
 She has also been instrumental in tool transitions (Box to OneDrive), etc.” Design Manager
  82. 82. © 2019 ServiceNow, Inc. All Rights Reserved. Impact on Design Managers Thanks to DesignOps • State of multiple projects known • Team management support • Multi-team programs supported Related to DesignOps • Support for advancing designers’ careers • Design Manager training
  83. 83. © 2019 ServiceNow, Inc. All Rights Reserved.!83 Impact on EO Leadership
  84. 84. © 2019 ServiceNow, Inc. All Rights Reserved. “The status emails that are sent out weekly containing details about the various projects and programs in place is a huge benefit to visibility. Even though we aren't always responding to it, I am absolutely reading it, and appreciating the communication on that front.” Design Leader
  85. 85. © 2019 ServiceNow, Inc. All Rights Reserved. Impact on EO Leadership Thanks to DesignOps • State of all design projects known • Insight into adherence to DERT processes • Department-wide programs are managed • Improved quality of design work Related to DesignOps • Design system makes all designers more efficient • Support in managing headcount & hiring • Insight in design team composition & skill gaps • Brand recognition makes it easier to hire staff
  86. 86. The impact of DesignOps
 at ServiceNow
  87. 87. © 2019 ServiceNow, Inc. All Rights Reserved.!87 Lessons learned What should DesignOps do? Do I need DesignOps?
  88. 88. © 2019 ServiceNow, Inc. All Rights Reserved.!88 What should DesignOps do?
  89. 89. © 2019 ServiceNow, Inc. All Rights Reserved. Services of DesignOps at ServiceNow Process definition • Design Project Life Cycle • Design Review process (DERT) • Product Content process Design support • Design Workflow Tool • Design Manager checkins • DERT calendar & sessions • Tool selection
 (Abstract, Sketch, InVision, Miro) Program Management • Release Management • Project Armstrong (move to new UI platform) • Design System project management • Accessibility training Communication • Weekly newsletter • Office hours • Slack channel • Sharepoint articles
  90. 90. © 2019 ServiceNow, Inc. All Rights Reserved. Source: DesignOps survey, September 2019 Impact of DesignOps - usefulness of services (hi/med/low) 0 25 50 75 100 D ERT D esign W orkflow Tool O ffice Hours Slack channels Program M anagem ent N ew sletter 53 47 53 79 63 53 46 31 39 313131 31 38 46 0 31 46
  91. 91. © 2019 ServiceNow, Inc. All Rights Reserved. High-impact services of DesignOps at ServiceNow Process definition • Design Project Life Cycle • Design Review process (DERT) • Product Content process Design support • Design Workflow Tool • Design Manager checkins • DERT calendar & sessions • Tool selection
 (Abstract, Sketch, InVision, Miro) Program Management • Release Management • Project Armstrong (move to new UI platform) • Design System project management • Accessibility training Communication • Weekly newsletter • Office hours • Slack channel • Sharepoint articles
  92. 92. © 2019 ServiceNow, Inc. All Rights Reserved.!92 1. How we work 
 together Organize • Organizational structure • Team composition • Role definition Collaborate • Meetings • Environment • Communities of Practice Humanize • Career paths • Hiring and onboarding • Career development 3. How our work
 creates impact Measure • Design standards • Metrics • Definitions of “good” and “done” Socialize • Success stories • Reward and recognition • Education Enable • Skills training • Playbooks • Workshops 2. How we get our
 work done Standardize • Guiding principles • Design process • Consistent toolsets Harmonize • Design systems • Research repositories • Digital-asset management Prioritize • Balancing workflow • Estimation • Allocation Components of DesignOps organisations “the shape of DesignOps will and should look very different from one organization to the next”
  93. 93. © 2019 ServiceNow, Inc. All Rights Reserved.!93 1. How we work 
 together Organize • Organizational structure • Team composition • Role definition Collaborate • Meetings • Environment • Communities of Practice Humanize • Career paths • Hiring and onboarding • Career development 3. How our work
 creates impact Measure • Design standards • Metrics • Definitions of “good” and “done” Socialize • Success stories • Reward and recognition • Education Enable • Skills training • Playbooks • Workshops 2. How we get our
 work done Standardize • Guiding principles • Design process • Consistent toolsets Harmonize • Design systems • Research repositories • Digital-asset management Prioritize • Balancing workflow • Estimation • Allocation Components of DesignOps organisations “the shape of DesignOps will and should look very different from one organization to the next”
  94. 94. © 2019 ServiceNow, Inc. All Rights Reserved.!94 1. How we work 
 together Organize • Organizational structure • Team composition • Role definition Collaborate • Meetings • Environment • Communities of Practice Humanize • Career paths • Hiring and onboarding • Career development 3. How our work
 creates impact Measure • Design standards • Metrics • Definitions of “good” and “done” Socialize • Success stories • Reward and recognition • Education Enable • Skills training • Playbooks • Workshops 2. How we get our
 work done Standardize • Guiding principles • Design process • Consistent toolsets Harmonize • Design systems • Research repositories • Digital-asset management Prioritize • Balancing workflow • Estimation • Allocation Components of DesignOps organisations “the shape of DesignOps will and should look very different from one organization to the next”
  95. 95. © 2019 ServiceNow, Inc. All Rights Reserved.!95 Do I need DesignOps?
  96. 96. © 2019 ServiceNow, Inc. All Rights Reserved. “You probably don't need this dedicated role until your team is about 150-200 people.” Peter Merholz (author of Org Design for Design Orgs),
 Leading Design slack community, #orgdesign, August 15, 2019
  97. 97. © 2019 ServiceNow, Inc. All Rights Reserved. Experience Organisation size over time 0 75 150 225 300 300 200 50 20 10 0 you are going to need
 DesignOps!
  98. 98. © 2019 ServiceNow, Inc. All Rights Reserved. “At this scale (12 designers), having a DesignOps person responsible for creating career paths and supporting a team’s development is management, not Ops.
 THAT SAID, career paths, etc., can very much be supported by Ops, and as the organization scales, having a dedicated Ops person to ensure a strong employee experience is totally worthwhile.
 THAT SAID, you probably don't need this dedicated role until your team is about ~150-200 people.” Peter Merholz (author of Org Design for Design Orgs),
 Leading Design slack community, #orgdesign, August 15, 2019
  99. 99. © 2019 ServiceNow, Inc. All Rights Reserved. “With 10 folks, you definitely want a Design Program Manager to keep things humming. Even more so given a distributed nature..” Peter Merholz (author of Org Design for Design Orgs),
 Leading Design slack community, #orgdesign, October 20, 2019
  100. 100. © 2019 ServiceNow, Inc. All Rights Reserved. Experience Organisation size over time 0 75 150 225 300 300 200 50 20 10 0 you are going to need
 DesignOps! but what if your design
 team is smaller?
  101. 101. © 2019 ServiceNow, Inc. All Rights Reserved. “Not every organization needs DesignOps the Role.” Kate Kaplan, Nielsen Norman Group, DesignOps 101, July 21, 2019
  102. 102. © 2019 ServiceNow, Inc. All Rights Reserved. “Any team, however, can benefit from DesignOps the Mindset, which simply means recognizing the need for and implementing an ecosystem, or a set of standardized processes, methods, and tools that support design and allow design to scale efficiently.” Kate Kaplan, Nielsen Norman Group, DesignOps 101, July 21, 2019
  103. 103. © 2019 ServiceNow, Inc. All Rights Reserved. “Any team, however, can benefit from DesignOps the Mindset” Kate Kaplan, Nielsen Norman Group, DesignOps 101, July 21, 2019
  104. 104. © 2019 ServiceNow, Inc. All Rights Reserved. you can make work,
 work better for your people
 

  105. 105. peter.boersma@servicenow.com | @pboersma Thank you
  106. 106. © 2019 ServiceNow, Inc. All Rights Reserved. Peter’s “two truths and a lie” In the early ‘90s
 I created my
 own Masters’
 program, called
 “Information
 Ergonomics”. I have presented
 at more than 40
 conferences but
 I have never
 presented further
 east than Berlin. For 3 weeks, I
 designed website
 prototypes for
 the government
 of Jamaica, in
 Kingston, Jamaica. LIE Amersfoort, Amsterdam, Austin, Barcelona, Berlin, Brussels, Chicago, Cologne, Copenhagen, Dublin, Ede, Edinburgh, Hamburg, Las Vegas, Lausanne, Lisbon, London, Madrid, Miami, Minneapolis, Montréal, Moscow, Munich, Oslo, Paris, Pittsburgh, Prague, Riga, Rome, Rotterdam, Seattle, Soesterberg, Sofia, Stockholm, The Hague, Utrecht, Vienna, Warsaw.
  107. 107. peter.boersma@servicenow.com | @pboersma Questions?

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