Summary
In this panel discussion, Brennan from Target elaborates on the evolving makeup of design ops teams, particularly differentiating between design program managers and the emerging role of producers responsible for day-to-day task execution and pixel-perfect delivery. Brennan describes challenges implementing the maker schedule in large, bureaucratic organizations like Target, highlighting the need for executive buy-in for effective socialization. Ashley from Nielsen and Mark emphasize that fostering a user-first mindset is an ongoing, complex challenge measured by many small actions rather than a single metric. Mark shares a creative approach at Athena of requiring all employees to engage directly with customer service to build empathy. Chris discusses the creation of a heuristic-based quality scorecard for design at their data-driven company, sharing the iterative process and difficulties in stakeholder alignment. Mark questions the applicability of such scorecards in scientific organizations like CERN due to cultural and operational differences. Brennan distinguishes between production designers and generalist scrum designers at Target and Athena, noting the latter spend less time in hands-on design thanks to mature design systems and more time advocating for users and defining product direction. Laura from Intuit asks about storytelling anchors unique to design ops versus general ops; the panel shares examples like tying design impact directly to key business metrics such as referral revenue and attrition, and drawing analogies to technical program management but with design-specific empathy. Jason from Capital One probes the future of design amid advances in AI and automation, with panelists agreeing that designers will remain essential but their workflows will continuously evolve through experimentation with new tools. Finally, Chris explains how design strategy teams at Athena blend operations with corporate strategy, illustrating that the definition of design ops continues to expand as organizational needs shift.
Key Insights
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Design ops teams often differentiate roles between design program managers handling high-level programs and producers managing daily production tasks to ensure pixel-perfect delivery.
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Implementing the maker schedule successfully in large bureaucratic organizations requires top-level executive support to enforce protected design time.
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Fostering a user-first mindset is a ‘wicked problem’ involving countless small interventions rather than a single silver bullet metric.
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Engaging non-design employees directly with customer service tasks builds empathy and drives cultural change around user experience understanding.
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Creating design quality scorecards involves translating qualitative heuristics into quantitative metrics through iterative, agile processes involving key stakeholders.
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Scientific or highly technical organizations may face cultural resistance to metrics-based design evaluations, requiring careful consideration of energy and priorities.
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Generalist scrum designers spend substantial time in early research and product definition, with less focus on hands-on design thanks to mature design systems.
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Storytelling for design ops is strengthened by connecting design impact to key business outcomes like referral revenue and user attrition.
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The empathy and technical knowledge of design ops roles differentiate them from general operations, akin to the relationship between TPMs and engineering.
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The future of design, while uncertain, is seen as an evolving practice where AI and new tools augment but do not replace the essential human aspects of design.
Notable Quotes
"At the current moment, it’s myself and design program managers, who take on higher-level programs like onboarding or product releases."
"We ended up pushing the maker schedule idea up to the VP and COO level to get it mandated and communicated downwards."
"It’s a wicked problem; fostering a user-first mindset never fully resolves but hopefully moves from less terrible to less terrible."
"Having everyone in the company take customer service calls for a week really opened their eyes to users’ struggles."
"We made up the design quality scorecard by iterating over nine sprints to translate fuzzy heuristics into something data-driven."
"The headwind of science makes it hard for metric-driven design evaluation to gain traction in places like CERN."
"Our generalist scrum designers are involved across the lifecycle but spend less time actually designing due to our design system."
"We tell the story that design issues correlate directly with referral revenue and user attrition to show business impact."
"Design ops needs to be like a TPM but for design, understanding at least basic design work to scope effectively."
"We don’t really know the future of design; we experiment with new tools and adapt as technology evolves."
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