Categories
Remote Design Team

Fixing flat tires together is a bonding experience, but …

Next week is my customer support rotation week — it’s a required practice at Automattic since its very first days of operation. So yes, I’ll be the person on the other end of your live chat session or email support question working to help you solve your problems within one of our services at Automattic.

Automattic works super well as a distributed company culture, I believe, because of its annual customer support rotation policy. For a full week, every employee spends a week on the customer support lines.

One of our newer designers, Dezzie Garcia, wrote a fab post about her experience coming into Automattic:

All new hires at Automattic are required to spend three weeks as a Happiness Engineer, solving…basically anything one can create with a WordPress.com site. Plus anything that the phrase “systems thinking” adds to its scope.

Dezzie Garcia

The upside of the practice is that it gets us close to our customers. It’s great that we have a common experience across employees. But let me talk about the one downside of this practice that I’m currently working to correct internally. 

The downside for designers, however, is that it makes us fixate on the problems within the experience versus understanding the overall motive of the customer.

I liken it to fixing someone’s flat tire without asking them where they were originally intending to go as a destination. And why? Because it’s easy to forget that their goal isn’t to be using our service — their goal is to achieve some higher purpose rather than fix a microdetail for how a digital service works/behaves. 

And that’s especially important for designers because the instinct is to make the microdetail work perfectly. Or even making a larger detail work flawlessly.

Yet at the end of the day, it’s the perfect recipe for forgetting that the customer desired to make enough money to pay for rent that month. So making something boldface or having an image appear with a beautiful border isn’t going to be the make-or-break difference with the customer’s larger goals. OMG I forget this all the time because I love to tweak little things because it’s just so satisfying …

So the moral of the story is that distributed cultures that all do the same thing together is a key factor in creating cohesiveness. And it’s also important to add extra lessons around those customs to ensure that a design culture can takeaway the key learnable lessons — otherwise they can quickly get lost in the often disorienting ether of a remote work environment. Note that I haven’t figured this out yet, but that’s why I like to blog — to think aloud. —JM

Categories
Remote Design Team

Remote work in the 2018 #DesignInTech Report

42% of designers surveyed work most only on premise. The rest work blended (41%) or all-remote (16%).

2018 Design in Tech Report
Categories
Remote Design Team

25+ insights from remote design team members

This is a set of tips we’ve gathered at Automattic Design from less than a year ago. Enjoy! —JM

Getting Started for Remote Designers

Design Processes for Remote Designers

Customer and User Research for Remote Designers

Teamwork and Leadership for Remote Designers

Environment and IRL Hacks for Remote Designers

Addressing Isolation Challenges for Remote Designers

Toolkits and Systems for Remote Designers

Categories
Remote Design Team

Thoughts on leading a remote design team

I thought I’d take advantage of Gutenberg‘s imminent release to use it as often as I can for what it was designed for: writing. But I’ve been wondering what to write about …

On a recent visit to Silicon Valley, I noted how there are more than a few major technology companies that are wondering how to make a fully distributed (aka “remote”) design team work well. They were all asking me how it’s done at Automattic. The 💡 went off in my head.

I feel so fortunate to have stepped deep into the territory of all-distributed teams by joining the Automattic universe 22 months ago, and I have enjoyed every minute of it. But I haven’t had time to really write about the experience. So let me start!

First of all I’m using a cool “WP LinkedIn Auto Publish” plugin so I can connect to an audience I have over there automatically. I had wanted to connect in my Medium account but unfortunately they haven’t updated the plugin … but I guess I can just copy and paste stuff directly over there.

Secondly, I should start out by finding what folks would like to know about remote design teams. Let me start with a rough framework like: 1/ How does it work? 2/ How it doesn’t work? 3/ How do you make it work better? If I really get going I’ll open a TypeForm to gather more information.

How does it work?

Automattic is a 700-person all-remote company with one key secret to how we work well in an all-distributed fashion: it’s got to work. In other words, it all works well because it’s the only way that we operate. We have no headquarters to rely upon, so we figure out how to make-do without one.

A few years ago our CEO Matt Mullenweg shared this key thought:

“While it’s possible to work remotely, there’s a bonding and a familiarity that develops when you’re in person together that’s irreplaceable.”

Quartz

And that’s the second secret to Automattic: we get together IRL (In Real Life) throughout the year. We gather in all kinds of places all around the world in small groups and across teams — and what makes it cost effective is that we don’t have a physical infrastructure to pay for or any other large capital outlay. Cool, huh?

Lastly, the third secret to Automattic is the people. We’ve got great people who are passionate about making the Web a better place. The idea of safeguarding the Internet’s global, distributed nature is sacrosanct for us — so our values overlap perfectly with how we operate.

Thanks for visiting, and I’ll try to keep this up so I can get through all three pieces of my rough framework. So next up: How it doesn’t work? —JM