The era of digital service is shifting customers’ brand expectations from stability to responsiveness. Optimizing delivery speed is only half of this new equation. Companies also need to optimize their ability to listen and to act on what they hear. In order to maximize both velocity and responsiveness, companies need to transform up-front design into a continuous, circular design-operations loop that unifies marketing, design, development, operations, and support.
In this talk I will present key principles of continuous design that organizations can use to conduct mutually beneficial conversations with their customers. I’ll show participants how to create real customer value using design thinking together with DevOps. I’ll also explain how to use specific 21st century IT practices effectively to improve service quality, by generating meaningful feedback throughout the design-operations lifecycle.
Jeff Sussna is founder and principal of Ingineering.IT, a boutique consulting firm that facilitates adaptive IT through teaching, coaching, and strategic design. Jeff has more than 20 years of IT experience, and has led high-performance teams across the Dev/QA/Ops spectrum. He is a highly sought-after speaker, and was recognized as a Top 50 Must-Read IT Blogger for 2012 and 2013 by BizTech Magazine. His interests focus on the intersection of development, operations, design, and business.
Jeff is the author of O’Reilly Media’s Designing Delivery: Rethinking IT in the Digital Service Economy. Learn more. http://oreil.ly/1KC0qSQ
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