How to drive a customer centric transformation
summary
Large programs reorganize around a deliberate design operating model that puts customers first, aligns strategy across design, business and tech, and uses three levers—people, processes and structures—to change behavior. Rituals include monthly prioritization (visibility two sprints ahead), a recurring design huddle, and a front end guild that builds a shared design system; one program of 100+ people runs this way and a hackathon produces 43 of 50 UI coded components, moving design to sprint minus two and reducing rework.
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chapters (7)
- 0:00Intro
- 3:32Purpose of the design operating model
- 8:54Design, Business and Technology at the same eye level
- 12:30How it works today
- 16:59The start of the journey
- 25:22Second journey
- 34:58Design igniters
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