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Summary
Struggling to manage Design Operations in a distributed environment? ZenDesk's Jilanna Wilson knows your pain; join her for a discussion that'll cover a variety of topics that are challenging Design and Research Operations managers, including: Selecting meeting/project collaboration tools Maintaining healthy team culture Inclusivity Managing critical meetings Dealing with feelings of isolation Consistent documentation and processes
Key Insights
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A design operations function becomes essential when a design team grows to about 10 members, marking a tipping point for operational support.
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Discovery through internal interviews with managers and designers is critical before expanding design ops to identify the real operational pain points.
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Zendesk’s design ops is structured into four pillars: project management (producers), research ops, business ops, and community coordination.
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Distributed design teams benefit greatly from policies like cameras-on during meetings to reduce isolation and enhance participation.
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Considering time zones and establishing shared ‘office hours’ help maintain healthy work-life balance and improve collaboration.
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Over-communication is necessary in distributed setups to avoid assumptions and feelings of being out-of-the-loop.
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Investing in high-quality virtual collaboration tools and digital asset management is key to scaling and managing distributed design work.
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Maintaining team culture remotely requires intentional activities such as onboarding buddies, virtual social events, and global connection opportunities.
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Design reviews in large, distributed teams become more effective when conducted in smaller groups with consistent meeting guidelines.
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Design operations should focus on removing distractions from designers, providing the connective tissue that allows teams to work efficiently while supporting human needs.
Notable Quotes
"I think when you have 10 designers, that’s when you start to really need some kind of design ops function."
"We exist to protect the time and headspace of everyone on the design team so they can focus more on their craft."
"Over-communication is never too much when teams feel like they might be out of the loop otherwise."
"Having everyone turn their cameras on during meetings creates a powerful sense of inclusion and connection."
"You have to really get into the shoes of your distributed teammates, visit their offices, and experience their day."
"Culture breaks down quickly in distributed teams unless you’re intentional about connection and social activities."
"Each company’s design ops looks a little different, but the foundations are mostly the same."
"When designers spend their time creating their own onboarding processes, that’s a clear sign operations needs to step in."
"We’re designing the ways that our teams work together, and that’s a valuable design problem in itself."
"Investing in good virtual collaboration tools is a priority, even if it means making a strong business case for it."
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