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SCALING PRODUCTS AND TEAMS IN A HYPER- GROWTH ENVIRONMENT - - PowerPoint PPT Presentation
SCALING PRODUCTS AND TEAMS IN A HYPER- GROWTH ENVIRONMENT - - PowerPoint PPT Presentation
SCALING PRODUCTS AND TEAMS IN A HYPER- GROWTH ENVIRONMENT ENGINEERING AND DESIGN-DRIVEN CULTURE INCREDIBLE CUSTOMER SERVICE VIRAL GROWTH GREAT FOR THE BUSINESS, TERRIFYING FOR THOSE RUNNING IT Soaring response times Persistent mobile
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ENGINEERING AND DESIGN-DRIVEN CULTURE
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INCREDIBLE CUSTOMER SERVICE
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Soaring response times Persistent mobile bugs Frantic fire-fighting Culture clashes
VIRAL GROWTH GREAT FOR THE BUSINESS, TERRIFYING FOR THOSE RUNNING IT
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PROBLEM
MOBILE TEAM AND PLATFORM STILL IN THE “GARAGE” PHASE
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FEW USERS VIRAL GROWTH
Move fast and break things Few users affected Low impact on operation Move fast and break things (carefully) Many users affected High impact on operation
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STEP 1
INVEST IN CODE QUALITY
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- trust your developers, don’t postpone it
- constantly reevaluating
- it will make things faster
- let you sleep at night
- devs must be responsible for their code
- everyone should know the code
- continuously improving / learning
- facilitate cooperation across platforms
TECHNICAL DEBT UNIT + FUNCTIONAL TESTING CODE REVIEW + FEATURE BRANCHES
CODE QUALITY
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STEP 2
IMPROVE PROCESSES
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POST /prospect/register :status 201 PATCH /account-requests/:id :status 200 GET /credit-limit :status 200 GET /card-tracking :status 200 acquisition customers topmodel sendman
END TO END TESTS E2E
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build-and-test deploy-to-staging deploy-to-prod End-to-end tests acquisition customers sendman build-and-test build-and-test
CONTINUOUS INTEGRATION
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release-internal release-to-store mobile end-to-end tests build-and-test
CONTINUOUS INTEGRATION MOBILE
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CLOSE RELEASE OPEN BETA + CHECKLIST FEEDBACK + BUGFIX + CRASH MONITORING RELEASE
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STEP 3
SCALE THE TEAM
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PRODUCT / ENG TEAMS
SQUAD SQUAD SQUAD SQUAD MOBILE SQUAD
- Larger team needed to address
growing customer demands and technical debt
- Most squads have needs for
mobile resources
- Mobile engineers: are they
mission-first (the squad), or function-first (the platform)?
ISSUES
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PRODUCT / ENG TEAMS
SQUAD SQUAD SQUAD SQUAD
- More autonomy for squads to
prioritize and act on their issues
- Increased velocity / fewer
barriers to decision-making
- Greater cooperation / cross-
pollination between mobile and other functions
WHAT DO WE GAIN
SQUAD
- Platform/release
coordination
- Design standardization
across the app
- Team cohesion
WHAT ARE THE RISKS
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PROBLEM
ONLY WAY TO SCALE IS TO ADD HUMANS
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BACKOFFICE APPS
SQUAD CHAPTER
PRODUCT / ENG TEAMS CUSTOMER SERVICE CHANNELS / APPS OPS TEAM
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PRODUCT / ENG TEAMS CUSTOMER SERVICE OPS TEAM CHANNELS / APPS
Fragmented, channel-based tools Army of generalists Product / Engineering far from the front lines Different cultures BACKOFFICE APPS
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STEP 1
INVEST IN INTERNAL TOOLING
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PREDICTIVE MODEL
VOLUME OF "WORK"
Job Job Job Job Job Job Job Job Job Job Job Job Job
Integrated dispatch and analytics service “Proximo”
GLOBAL PRIORITY QUEUE
BACKOFFICE APPS
BADGE-SPECIFIC PRIORITY QUEUE
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WHAT DO WE GAIN?
Adaptability
- Maintain and evolve the software on our own schedule
(e.g. ability to rapidly add new controls for fraud)
- In full control of prioritization of features
Security & confidentiality • Allows us to compartmentalise sensitive data
- Reduced exposure to leaks at third party vendors
Custom components
- Ability to build small, focused tools that address
specific objectives Integrated analytics
- Ease of integration of all relevant data sources for use
in appropriate applications
- Readily available metrics for managing and motivating
squads Learning / training
- Transferable skillets and frameworks
Operating leverage
- Algorithms and prioritisation queues replace line
managers and supervisors
- Workflow optimization
- Facilitates increasing levels of specialization
- Intuitive UI reduces errors, training time, frustration
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STEP 2
SETTING UP OUR ORG STRUCTURE TO SCALE
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PRODUCT / ENG TEAMS CUSTOMER SERVICE OPS TEAM CHANNELS / APPS
BACKOFFICE APPS
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SQUAD CHAPTER SQUAD SQUAD SQUAD SQUAD
ENTIRE COMPANY
TRIBE
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Sense of urgency
- Cost of failure is more tangible
Cultural unity
- Breaks down silos between functions, particularly
customer service and technical organisation
- Agile processes (stand-ups, etc) open to all
Accountability &
- wnership
- All stakeholders and functions are aligned to the mission
- “Peer pressure” within squads to do more with less
- Metrics / OKRs are generated with buy-in of all functions
Product feedback
- Close interaction between product/design,
engineering and customer service facilitates greater communication and strong feedback loops
WHAT DO WE GAIN?
Comprehensive approach to product design
- Ability to think through full process from customer
interaction to customer service support
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PROGRESS?
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4.5 99.5% 5x 4.8 >99.9% 5x 4.6 97.8% 2x
MOBILE: INCREASED STABILITY, LARGER TEAM, AND A NEW PLATFORM
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OPERATIONS: DECOUPLED CUSTOMER GROWTH FROM HEADCOUNT
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“I skate where the puck is going to be, not where it has been”
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