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Elevating Design

Dug Song
February 01, 2020

Elevating Design

Lessons from Duo's design program, shared across Cisco

Dug Song

February 01, 2020
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  1. Dug Song
    Chief Strategy Officer, Cisco Security (former Duo co-founder/CEO)
    Some thoughts from our journey at Duo
    Elevating Design

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  2. 2
    © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
    Duo: Product, Culture, Brand
    Purpose
    The Why
    Protect Others From Harm
    Mission
    The How
    Democratize Security:
    Make Security Easy & Effective for All
    Vision
    The What
    The Most-Loved Company In Security
    Pillars
    Our Promise
    Easy Effective Trustworthy Enduring
    Values
    Our Principles
    Engineer The
    Business
    Learn
    Together
    Be Kinder Than
    Necessary
    Build For
    The Future

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  3. 3
    © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
    Product Priorities to Balance
    1. Customer requests
    - Easy to measure impact, leveraged by sales to drive roadmap
    - But typically overweighted and reactive
    2. Customer delight
    - What customers need, but don't know or can't articulate (e.g. workflow)
    - How to build cars, not mechanical horses? Design!
    - How to measure feelings? NPS is lagging – but see Olson's "The Product-Led Organization"
    3. Metrics movers
    - The –ilities: usability, reliability, scalability, availability, extensibility, maintainability, quality, security, … see
    Duo's "Single Responsibility Architecture"
    - Typically overlooked & underappreciated, but often Job #1

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  4. 4
    © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

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  5. 5
    © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
    Building for the Future
    Design / Architect /
    Experiment
    Add Features
    Enhance Capabilities
    Manage Complexity
    Unplanned Work /
    Interruptions
    Add Features
    Unplanned Work /
    Interruptions
    Enhance Capabilities
    Manage Complexity
    Unplanned Work /
    Interruptions
    Do this Not this Or suffer this

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  6. 6
    © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
    Duo Product Development Process
    Product Manager
    Product Designer
    Developer
    Application Security

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  7. 7
    © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
    Duo Product Development Operating Model
    Product
    Manager
    Engineering
    Manager
    Software
    Developers
    Product
    Designer
    User
    Researcher
    QA
    Engineer
    App Sec
    Engineer
    Project
    Manager
    Platform
    Architect
    Development Pod/Team
    Site Reliability Engineering [SRE]
    Bi-weekly releases I 100% on AWS I XX Development pods/teams I Discipline of ADPs
    ADP: Active Development Program

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  8. 8
    © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
    Product Design Team
    The Product Design team consists of four core disciplines:
    • Product Design: We are the practitioners of democratizing security. We help craft
    intuitive, learnable and cohesive products so being secure is the easiest thing for our
    customers to do.
    • Design Research: We inspire and inform Duo by deepening our understanding of
    human context, needs, behaviors, and motivations.
    • Design Thinking: We support a culture of human-centered innovation at Duo by
    providing Design Thinking training, support, and resources.
    • Design Operations: We define and manage internal processes and focus on the culture
    and communications across the design team, as well as with external stakeholders.

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  9. 9
    © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
    Learning Together
    Old Guard New Guard
    Knows how to navigate the mess Sees the mess, but doesn't understand it
    Applies knowing eyes Applies fresh eyes
    Skeptical other patterns can work Eager to apply what worked elsewhere
    Stuck around despite challenges Recently left their prior challenge
    Leverages informal networks In network creation mode
    Overindexes on nuance Overlooks nuance (generalizes)
    Feels they know what to ignore Trouble knowing what to ignore
    Lots of autopilot Lots of cognitive overload
    Optimism steeped in reality Optimism slowly hitting the wall of reality
    Long game seeking novelty Quick wins seeking regularity
    Yeah, but... So what...
    May be threatened by the outsider May be threatened by the insider
    Seeking acknowledgment Seeking acceptance
    Preserve influence Expand influence

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