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LEISA REICHELT | HEAD OF RESEARCH AND INSIGHTS, ATLASSIAN | @LEISA
OperatinginContext
or,theincrediblefreedomofknowingyoua...
“

I am not young enough to
know everything
OSCAR WILDE
@LEISA
Every organisation is unique
@LEISA
IT DEPENDS
@LEISA
THERE IS
NO SILVER
BULLET
@LEISA
BEST
PRACTICE IS
UNRELIABLE
@LEISA
Government Digital Service (GDS)

UK Government, London
Universal audience
Services had to work for
everyone in the community
GDS Context
Experienced
colocated team
Maturity and ...
Universal audience
Services had to work for
everyone in the community
GDS Context
Experienced
colocated team
Maturity and ...
Universal audience
Services had to work for
everyone in the community
GDS Context
Experienced
colocated team
Maturity and ...
HOW COULD WE
SET UP THE
RESEARCHERS TO
SUCCEED?
@LEISA
Researchers embedded
in every team
At least one researcher per product team.
At least three days/week
GDS Doctrine
Embedde...
Research in every sprint
One day a fortnight, conduct research with at least 5 users.
Include at least one research partic...
Research is a team sport
GDS Doctrine
Embedded
Researchers
Research in
every sprint
Research is a
team sport
Everyone in t...
But, hang on a second….
SOMEONE IN THE AUDIENCE WHO IS GOOD AT MATH
ASK FOR
WHAT YOU
NEED TO
SUCCEED
@LEISA
DON’T
NEGOTIATE
BEFORE
YOU GET TO
THE TABLE @LEISA
Digital Transformation Agency (DTA)

Australian Government
Sydney / Canberra
Parliament House
Photo Credit: Yury Prokopenko
@LEISA
Distributed teams
Many teams were divided
across two cities and along
policy / delivery lines
DTA Context
Inexperienced te...
Distributed teams
Many teams were divided
across two cities and along
policy / delivery lines
DTA Context
Inexperienced te...
Distributed teams
Many teams were divided
across two cities and along
policy / delivery lines
DTA Context
Inexperienced te...
Consultant Embedded
Researchers
Service designer with experience doing
research from consultancy dedicated to
project team...
Everyone in the team
does research


Geographic challenges meant the
teams had to ‘divide and conquer’ to
get sufficient r...
Continuous Research
Research happened in an almost ongoing fashion
Analysed cumulatively on walls
Reported back at Showcas...
Empathy Walls
GDS
Simple transitions Universal Audience Experienced Team
DTA
Simple transitions Universal Audience Inexperienced Team Di...
Atlassian
SYD / SF / MTV / ATX/ BLR
If you think you’re going to
stop us from doing our own
research, you have another
think coming
MANY DESIGNERS AND PRODUCT...
Discovery Research
@LEISA
Distributed team
Product teams were mostly
colocated but my researchers
were based in five locations
and three timezones.
...
Distributed team
Product teams were mostly
colocated but my researchers
were based in five locations
and three timezones.
...
Distributed team
Product teams were mostly
colocated but my researchers
were based in five locations
and three timezones.
...
Knowledge in field
Confidence
HIGHLOW
LOWHIGH
Huh?
I know everything!
There’s more to this than I thought
I’m never going ...
Suddenly, the only thing I
knew for sure was that
none of my old plays would
work here….
@LEISA
Map team activity to Company OKRs.
Have a powerful rationale for the
prioritisation and trade offs we were
making.
Atlassi...
Pair researchers to support professional
development.

Hire for breadth of experience (prioritise
experience in multiple o...
Product Team
Product Team
Product Team
Product Team
Embedded Researchers
Product Team
Product Team
Product Team
Product Team
Centralised Strategic
+ Research Advisors / Educators
+ Research Ops
Contribute product-agnostic research that
illuminates product-centric blind spots
Encourage triangulation of results and
s...
TOP TASKS
HaTS Usability Benchmark Product Analytics
CHOOSE THE
RIGHT HILL(S) TO
DIE ON TODAY.
@LEISA
image: Ella Frances Sanders
PROBLEMS THAT
MATTER COME
AROUND AGAIN.
@LEISA
Quick wins are a over rated if
your organisation values the
wrong things. Bravery and
thick skin may be more useful.
ME
Thetruthwill
setyoufree,

butfirstitwill

pissyouoff.
-GloriaSteinem
HOW MIGHT YOU
BEST SET YOUR
PEOPLE UP TO
SUCCEED?
GDS
Simple transitions Universal Audience Experienced Team
DTA
Simple transitions Universal Audience Inexperienced Team Di...
Creativity, Agility, Experimentation
Understand your organisational DNA
Sounds cool, but is this idea
really relevant to my context?
YOU (AS YOU LISTEN TO ALL THE GREAT TALKS THIS WEEK)
I like when people say a
particular solution "isn't
a silver bullet," because
it implies that the
problem is a werewolf
@j...
Find your own
way, for your
own context
YOUR ORGANISATIONAL CONTEXT?
Thankyou
LEISA REICHELT | @LEISA | LREICHELT@ATLASSIAN.COM
Operating in Context (Leisa Reichelt at DesignOps Summit 2018)
Operating in Context (Leisa Reichelt at DesignOps Summit 2018)
Operating in Context (Leisa Reichelt at DesignOps Summit 2018)
Operating in Context (Leisa Reichelt at DesignOps Summit 2018)
Operating in Context (Leisa Reichelt at DesignOps Summit 2018)
Operating in Context (Leisa Reichelt at DesignOps Summit 2018)
Operating in Context (Leisa Reichelt at DesignOps Summit 2018)
Operating in Context (Leisa Reichelt at DesignOps Summit 2018)
Operating in Context (Leisa Reichelt at DesignOps Summit 2018)
Operating in Context (Leisa Reichelt at DesignOps Summit 2018)
Operating in Context (Leisa Reichelt at DesignOps Summit 2018)
Operating in Context (Leisa Reichelt at DesignOps Summit 2018)
Operating in Context (Leisa Reichelt at DesignOps Summit 2018)
Operating in Context (Leisa Reichelt at DesignOps Summit 2018)
Operating in Context (Leisa Reichelt at DesignOps Summit 2018)
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Operating in Context (Leisa Reichelt at DesignOps Summit 2018)

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Leisa Reichelt: "Operating in Context"
DesignOps Summit 2018 • November 7-8, 2018 • New York, NY
http://www.designopssummit.com

Publicada em: Design
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Operating in Context (Leisa Reichelt at DesignOps Summit 2018)

  1. 1. LEISA REICHELT | HEAD OF RESEARCH AND INSIGHTS, ATLASSIAN | @LEISA OperatinginContext or,theincrediblefreedomofknowingyouarealmostcertainlywrong
  2. 2. “
 I am not young enough to know everything OSCAR WILDE @LEISA
  3. 3. Every organisation is unique @LEISA
  4. 4. IT DEPENDS @LEISA
  5. 5. THERE IS NO SILVER BULLET @LEISA
  6. 6. BEST PRACTICE IS UNRELIABLE @LEISA
  7. 7. Government Digital Service (GDS)
 UK Government, London
  8. 8. Universal audience Services had to work for everyone in the community GDS Context Experienced colocated team Maturity and strong capability for craft & agile ‘Simple’ transactions Services were mostly linear form-based transactions
  9. 9. Universal audience Services had to work for everyone in the community GDS Context Experienced colocated team Maturity and strong capability for craft & agile ‘Simple’ transactions Services were mostly linear form-based transactions
  10. 10. Universal audience Services had to work for everyone in the community GDS Context Experienced colocated team Maturity and strong capability for craft & agile ‘Simple’ transactions Services were mostly linear form-based transactions @LEISA
  11. 11. HOW COULD WE SET UP THE RESEARCHERS TO SUCCEED? @LEISA
  12. 12. Researchers embedded in every team At least one researcher per product team. At least three days/week GDS Doctrine Embedded Researchers Research in every sprint Research is a team sport
  13. 13. Research in every sprint One day a fortnight, conduct research with at least 5 users. Include at least one research participant with particular access needs in each sprint Unlock budget planning GDS Doctrine Embedded Researchers Research in every sprint Research is a team sport
  14. 14. Research is a team sport GDS Doctrine Embedded Researchers Research in every sprint Research is a team sport Everyone in the team should get at least two hours every six weeks of ‘exposure hours’ Invest in a well specced research lab and large observation space to enable this
  15. 15. But, hang on a second…. SOMEONE IN THE AUDIENCE WHO IS GOOD AT MATH
  16. 16. ASK FOR WHAT YOU NEED TO SUCCEED @LEISA
  17. 17. DON’T NEGOTIATE BEFORE YOU GET TO THE TABLE @LEISA
  18. 18. Digital Transformation Agency (DTA)
 Australian Government Sydney / Canberra
  19. 19. Parliament House Photo Credit: Yury Prokopenko
  20. 20. @LEISA
  21. 21. Distributed teams Many teams were divided across two cities and along policy / delivery lines DTA Context Inexperienced team Many people in the teams lacked craft and/or agile experience. ‘Simple’ transactions Services were mostly linear form-based transactions
  22. 22. Distributed teams Many teams were divided across two cities and along policy / delivery lines DTA Context Inexperienced team Many people in the teams lacked craft and/or agile experience. ‘Simple’ transactions Services were mostly linear form-based transactions
  23. 23. Distributed teams Many teams were divided across two cities and along policy / delivery lines DTA Context Inexperienced team Many people in the teams lacked craft and/or agile experience. ‘Simple’ transactions Services were mostly linear form-based transactions @LEISA
  24. 24. Consultant Embedded Researchers Service designer with experience doing research from consultancy dedicated to project team for discovery/alpha 
 Central guidance (me) DTA Doctrine Embedded Researchers Everyone does research Continuous research
  25. 25. Everyone in the team does research 
 Geographic challenges meant the teams had to ‘divide and conquer’ to get sufficient representation. Training and tools to improve consistency and practice. DTA Doctrine Embedded Researchers Continuous Research Everyone does research
  26. 26. Continuous Research Research happened in an almost ongoing fashion Analysed cumulatively on walls Reported back at Showcase each fortnight DTA Doctrine Embedded Researchers Continuous Research Everyone does research
  27. 27. Empathy Walls
  28. 28. GDS Simple transitions Universal Audience Experienced Team DTA Simple transitions Universal Audience Inexperienced Team Distributed Domestic Team Colocated team @LEISA
  29. 29. Atlassian SYD / SF / MTV / ATX/ BLR
  30. 30. If you think you’re going to stop us from doing our own research, you have another think coming MANY DESIGNERS AND PRODUCT MANAGERS AT ATLASSIAN
  31. 31. Discovery Research @LEISA
  32. 32. Distributed team Product teams were mostly colocated but my researchers were based in five locations and three timezones. Atlassian Context Complex applications Products were often highly complex offering wide ranging functionality and customisation and could be used for multiple purposes ‘Confident amateurs’ Many people felt confident with their research capability and ways of working (not always justified).
  33. 33. Distributed team Product teams were mostly colocated but my researchers were based in five locations and three timezones. Atlassian Context Complex applications Products were often highly complex offering wide ranging functionality and customisation and could be used for multiple purposes ‘Confident amateurs’ Many people felt confident with their research capability and ways of working (not always justified).
  34. 34. Distributed team Product teams were mostly colocated but my researchers were based in five locations and three timezones. Atlassian Context ‘Confident amateurs’ Many people felt confident with their research capability and ways of working (not always justified). Complex applications Products were often highly complex offering wide ranging functionality and customisation and could be used for multiple purposes
  35. 35. Knowledge in field Confidence HIGHLOW LOWHIGH Huh? I know everything! There’s more to this than I thought I’m never going to understand this It’s starting to make sense Trust me, its complicated Dunning-Kruger effect
  36. 36. Suddenly, the only thing I knew for sure was that none of my old plays would work here…. @LEISA
  37. 37. Map team activity to Company OKRs. Have a powerful rationale for the prioritisation and trade offs we were making. Atlassian Doctrine Align to corporate goals Build capability Align to Corporate Objectives User not produce mindset
  38. 38. Pair researchers to support professional development.
 Hire for breadth of experience (prioritise experience in multiple orgs). Stretch team through different work practices Atlassian Doctrine Align to corporate goals Build capability Build capability in inherited team User not produce mindset
  39. 39. Product Team Product Team Product Team Product Team Embedded Researchers
  40. 40. Product Team Product Team Product Team Product Team Centralised Strategic + Research Advisors / Educators + Research Ops
  41. 41. Contribute product-agnostic research that illuminates product-centric blind spots Encourage triangulation of results and synthesis of existing sources Atlassian Doctrine Align to corporate goals Build capability User not produce mindset Encourage a user not product centric mindset
  42. 42. TOP TASKS HaTS Usability Benchmark Product Analytics
  43. 43. CHOOSE THE RIGHT HILL(S) TO DIE ON TODAY. @LEISA
  44. 44. image: Ella Frances Sanders
  45. 45. PROBLEMS THAT MATTER COME AROUND AGAIN. @LEISA
  46. 46. Quick wins are a over rated if your organisation values the wrong things. Bravery and thick skin may be more useful. ME
  47. 47. Thetruthwill setyoufree,
 butfirstitwill
 pissyouoff. -GloriaSteinem
  48. 48. HOW MIGHT YOU BEST SET YOUR PEOPLE UP TO SUCCEED?
  49. 49. GDS Simple transitions Universal Audience Experienced Team DTA Simple transitions Universal Audience Inexperienced Team Distributed Domestic Team Colocated team ATLASSIAN Complex Applications Targeted Audiences ‘Confident’ Team Distributed International Team
  50. 50. Creativity, Agility, Experimentation Understand your organisational DNA
  51. 51. Sounds cool, but is this idea really relevant to my context? YOU (AS YOU LISTEN TO ALL THE GREAT TALKS THIS WEEK)
  52. 52. I like when people say a particular solution "isn't a silver bullet," because it implies that the problem is a werewolf @jeffparker http://powerlisting.wikia.com/wiki/Werewolf_Physiology
  53. 53. Find your own way, for your own context YOUR ORGANISATIONAL CONTEXT?
  54. 54. Thankyou LEISA REICHELT | @LEISA | LREICHELT@ATLASSIAN.COM

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