Elevating Design

Lessons from Duo's design program, shared across Cisco

Transcript

1. Dug Song Chief Strategy Officer, Cisco Security (former Duo co-founder/CEO) Some thoughts from our journey at Duo Elevating Design
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
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
4. 4 © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
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
6. 6 © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Duo Product Development Process Product Manager Product Designer Developer Application Security
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
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.
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