Rosenverse

This video is only accessible to Gold members. Log in or register for a free Gold Trial Account to watch.

Log in Register

Most conference talks are accessible to Gold members, while community videos are generally available to all logged-in members.

The Bigger Picture: A Panel Discussion
Gold
Wednesday, October 23, 2019 • DesignOps Summit 2019
Share the love for this talk
The Bigger Picture: A Panel Discussion
Speakers: Louis Rosenfeld , Jose Coronado , Rachel Posman , Guneet Singh and Crystal Yan
Link:

Summary

The DesignOps Summit 2019 ambitiously tackles three huge, over-arching themes: Proving value and measuring outcomes Partnering outside design Change management These are indeed huge and over-arching. But, with the help of four crack DesignOps and ResearchOps leaders, the audience’s questions, and Lou Rosenfeld’s moderation, we’ll pull lit off—and we’ll even have some valuable take-aways by the end of the session.

Key Insights

  • Acting like a designer in design operations roles helps build trust by speaking the same language and using familiar processes, as Rachel Posman demonstrated at Uber Eats.

  • Aligning design value language with company values, including expanding 'data-driven' to include qualitative data, increases organizational acceptance, as Crystal Leon explained.

  • Defining value depends heavily on the audience; executives may look at top-line impact while product teams focus on adoption and engagement - Gneet Singh emphasized knowing your audience.

  • Quantitative metrics alone are insufficient; emotional intelligence and influence measurement are key for proving the impact of design work, according to Jose Coronado.

  • Adapting vocabulary (e.g., using 'satisfaction' instead of 'delight') reduces resistance to design concepts in traditional or risk-averse organizations, as shared by Jose.

  • Creating structured platforms for internal feedback alongside customer feedback prevents conflicts and ensures diverse voices are heard, as Gneet suggested.

  • Partnering across disciplines requires openness and collaborative tools that invite early, interactive engagement, avoiding 'throwing over the wall' handoffs.

  • Starting with one aligned advocate—whether a product manager, engineer, or designer—and scaling partnership incrementally builds stronger buy-in, advised Gneet Singh.

  • Persistent, multichannel communication tailored to cultural and geographic contexts is essential to avoid misunderstandings and support change, highlighted by Gneet.

  • Leveraging 'loud' trusted individuals on a team can speed up process adoption and reduce change management burdens, as Rachel Posman demonstrated.

Notable Quotes

"I’ve often been the first person on a design team in design ops, and acting like a designer helped me gain trust quickly."

"We designers are still organizational and systems designers, even when not making things directly."

"By showing pain points mapped out in a journey, the team realized, oh my God, you see my problems, and that led to a big catalyst for the role."

"Invoking company values like being data-driven at the right moment assures the organization of the value design delivers."

"Nobody’s going to ask you to prove dollars from a single design, but showing needle movement and influence counts."

"People have allergic reactions to words like happiness or delight, so we say satisfaction or sentiment instead in some organizations."

"If you give internal teams a structured platform to voice feedback along with customer input regularly, you reduce competing priorities."

"Collaborative tools that are open and available to partner organizations allow earlier, more interactive dialogue and better shared ownership."

"Find the loud, respected person on a team, get their buy-in, and they’ll bring the whole team along fast."

"If we take the time to iterate on how we make decisions, even if the decisions aren’t perfect at first, it will yield better outcomes."

Ask the Rosenbot
Bria Alexander
Day 2 Welcome
2024 • DesignOps 2024
Gold
Briana Thomas
The Quiet Force: Uncovering Hidden Leadership in High-Impact Design Teams
2024 • DesignOps 2024
Gold
Jon Fukuda
Design Planning and Management Support
2023 • DesignOps Summit 2023
Gold
Bria Alexander
Opening Remarks
2023 • DesignOps Summit 2023
Gold
Wendy Johansson
Design at Scale: Behind the Scenes (Videoconference)
2021 • Enterprise Community
Sarah Brooks
Fireside chat with Sarah Brooks and Jen Pahlka (Videoconference)
2021 • Civic Design Community
Spencer L. A. Stultz
Why Social Justice Frameworks are Necessary for Successful DEI/JEDI Initiatives
2023 • DesignOps Summit 2023
Gold
Amber Knabl
Empowering innovation: The critical role of inclusive product development in the AI era
2024 • Designing with AI 2024
Gold
Rachel Posman
A Closer Look at Team Ops and Product Ops (Two Sides of the DesignOps Coin) (Videoconference)
2020 • DesignOps Community
Sam Proulx
Prototype Reviews, People With Disabilities, and You
2021 • Civic Design 2021
Gold
Zariah Cameron
Streamlining an Inclusive Design Practice
2023 • DesignOps Summit 2023
Gold
JJ Kercher
A Roadmap for Maturing Design in the Enterprise
2018 • Enterprise Experience 2018
Gold
Jemma Ahmed
Convergent Research Techniques in Customer Journey Mapping
2020 • Advancing Research 2020
Gold
Mujtaba Hameed
Frameworks for Excellence: Using Visual Thinking and Communication to Elevate Your Research
2024 • Advancing Research 2024
Gold
Shipra Kayan
How Tess Dixon Facilitates Team Engagement and Collaboration at Condé Nast Using Miro 
2021 • DesignOps Summit 2021
Gold
Russ Unger
Onboarding: The Ecosystem, not the Afterthought
2017 • DesignOps Summit 2017
Gold

More Videos

Alex Hurworth

"Innovation in conservation practices is desperately needed to keep pace with environmental changes."

Alex Hurworth Bonnie John Fahd Arshad Antoine Marin

Designing a Contact Tracing App for Universal Access

October 23, 2020

Laine Riley Prokay

"Building connections early in their career could create even more opportunities further along their career path."

Laine Riley Prokay Lisa Gordon

Carving a Path for Early Career DesignOps Practitioners

September 9, 2022

Eniola Oluwole

"Once cash prizes were gone, people stopped feeling ownership of the design system."

Eniola Oluwole

Lessons From the DesignOps Journey of the World's Largest Travel Site

October 24, 2019

Nathan Shedroff

"Strategy should be continuous, circular, and evolve with every action the organization takes."

Nathan Shedroff

Double Your Mileage: Use Your Research Strategically

March 31, 2020

Sam Proulx

"You can just pick up your phone and start testing accessibility instantly without procurement or licensing hurdles."

Sam Proulx

Mobile Accessibility: Why Moving Accessibility Beyond the Desktop is Critical in a Mobile-first World

November 17, 2022

Feleesha Sterling

"Foundational research answers big, nebulous questions; rapid research focuses on specific usability questions."

Feleesha Sterling

Building a Rapid Research Program (Videoconference)

May 18, 2023

Neil Barrie

"You have the power, like Navy Seals of user research, to influence the biggest issues of our time, one interaction at a time."

Neil Barrie

Widening the Aperture: The Case for Taking a Broader Lens to the Dialogue between Products and Culture

March 25, 2024

John Devanney

"Most organizations know they need to evaluate impact, but very few have effective ways to do it."

John Devanney

The Design Management Office

November 6, 2017

Katy Mogal

"The higher up you go, the more qualities like bravery matter compared to methodology."

Katy Mogal

But Do Your Insights Scale?

March 12, 2021