Enabling delightful experiences at scale

I hope to share some of the most effective rituals and processes I implemented for my teams. I lead my team and the business in 3 aspects:

 

1. People

Team anatomy

Every quarter, I work on this “team anatomy” exercise and align with my team on where they are based on our career framework. The goal is to align business-critical initiatives to people’s strengths while allowing space for growth. This helps me in seeing gaps in our skillsets and ensuring a motivated team.

Example of team anatomy (anonymized, not real data)

Career Framework

To motivate and uncover growth areas, I make clear how my team is evaluated and align with them frequently on where they are. I believe there are 3 core areas for evaluating a craft-centric role like Design, Research, or Content:

  • Craft: Do they put out high-quality work that delivers business outcomes?

  • Team Multiplier: Do they improve the people around them and embody company culture?

  • Business Multiplier: Do they improve the business & strategy, even when it’s not their job?

Team culture

I believe that teams stay together through tough times because of the people they work with. I find that rewarding collaboration, modeling transparency, and defining the team’s values go far in building a healthy environment.

We build on top of each other, literally sometimes :)

 

2. Product

My superpower is bringing customer-centricity, ability to make ideas concrete, and storytelling to all levels of vision, strategy, and roadmap.

JTBD & Personas

It’s important to understand customers and what they care about. My team uses data-informed, JTBD-oriented personas to drive alignment and empathy.

Example B2B Personas - Sign

Example B2C Personas - Earnin

Inspiring vision

At all companies I’ve been at, I co-drove and aligned the company on the long-term vision. The process involves 3 phases:

  1. What do we know?

  2. Where do we want to go?

  3. How do we get there?

Customer-centric roadmap

I help our team frame and prioritize design/customer experience problems. Afterward, we also visualize them in a way that’s easy for the company to understand our roadmap.

Example - Design quaterly input to roadmap, prioritized

Example - Customer-centric visual roadmap

 

3. Process

Team retro

My team is encouraged to give feedback and find ways to improve “How we work”. This is done through small team retro and 1:1 conversations. I know that the team is honest when people speak up about their needs. This only works if you have a team that trusts and feels safe around each other.

Implement & iterate

Based on retro insights, I implement and iterate on team processes that improve quality, speed, and collaboration.

Quality example - Design principles

Collaboration example - Design Thinking/Sprint workshop

I hope to tell you more about all the different ways I can elevate your Design practice. Connect with me!