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
   

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   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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   © 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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   © 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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   Duo Product Development Process
   Product Manager
   Product Designer
   Developer
   Application Security
   

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   © 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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   © 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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   © 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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