The Playbook
As with any good product, successful systems focus on the user experience, and more specifically, building trust. Adoption increases as a result of the relationships you build and the continuous support you provide. Before that can be accomplished, your internal team processes, identity and north star needs to be crystalized.
Enter the EDS Playbook. Imagine a manual that holds the DNA of our operational structure; that's the EDS Playbook. But this wasn't just a document; it was our north star, born out of intense discussions, brainstorming sessions, and healthy debate.
My Role
Product Design Manager / Product Manager
The Team
Systems Design, Engineering
Company
Chan Zuckerberg Initiative (CZI)
The Challenge
Clearly delineating roles and responsibilities for the systems team to increase focus, purpose, and overall positioning within the org at large. Defining a blueprint and roadmap to streamline our operations and bolster external awareness.
Focus + Leadership
Initiated the EDS Playbook
Launched a cohesive blueprint to anchor the team's operations and methodologies.
Highlighted Key Pillars
Outlined core areas in the playbook such as XFN collaboration, educational avenues, adoption methodologies, and governance protocols.
Operational Alignment
Ensured internal team processes, identity, and purpose were streamlined.
Grounded in purpose
Positioning within the organization.
What was our position on the innovation-curation spectrum? How can the system drive product design toward better quality and guide us to optimize the user experience?
Together, we labeled the interplay between curation and guidance, forming three traits: teacher, mentor, guide.
Universal compass
To define our intake process, we established guiding principles that serve as an organizational anchor for curating our system. Documenting these design principles was critical in helping our users understand our decision-making and evaluation process, guiding future design critiques and setting new standards.
A system of support
Developed tailored support models to support a variety of projects.
Our system thrives on collaboration and co-creation with users, ensuring that our services are precisely tailored to meet project and product requirements. These collaboration partnerships were pivotal in enhancing our project planning and pipeline development.
Triage + Governance
Reducing friction on using the system both internally and externally was critical. We co-created a support lifecycle that would bring clarity and transparency to our work to allow for more predictable planning and scoping.
“Ashley has taken the design system to a new level of maturity by leading with vision and clarity. There is a higher level of confidence and understanding about EDS across the team thanks to her strong cross-functional leadership.”
— Product Design Manager, CZI
Results
DNA Operational Playbook for EDS
Delivered and broadcasted an operational playbook for EDS that increased awareness and engagement.
Customer Service Protocol
Outlined system principles and communication templates for coherent user feedback delivery via help channels.
Governance Workflow
Instituted a governance workflow specifying when and where to engage with the systems team for assistance.
Design System Score Card
Created a scorecard to assess system inclusion criteria. This scorecard played a vital role in prioritizing intake requests.
Contribution Model
Formulated a contribution model to illustrate collective system input. This model empowered teams to take ownership in enhancing the system.
