OPEN TALK: DesignOps 2.0 - Scaling Design


Erica Rider
PayPal, SR UX Manager

Erica was born in the early 1970's. Sid and Marty Kroft were on every Saturday morning with random ideas that on the surface seemed completely nonsensical but on deeper evaluation they made perfect scene, or at least that is the way Erica saw things. These worlds with talking flutes and hat people mixed with weekends painting with her grandmother and a dash of ADHD where the fundamental ingredients needed to shape the way Erica would see the world around her and approach all future challenges that came her way.

Not one for ever accepting "We do things this way because its the way it has always been done" Her mother would describe her as "always marching to the beat of her own drum." This mindset has guided Erica down a career path that is uniquely her, full of fun and hair raising problems to solve.

In 2018 Erica joined PayPal to lead a small internal design team at PayPal that is responsible for all of the tools and platforms used to build and run PayPal's business. The task was a daunting one not for the weak of heart, it was just the anxiety induced problem that excited Erica most. three years later Erica and her team have successfully changed the way the organization operate and think about the user. 


Scaling design is not about throwing more designers at the problem. Scaling design effectively is about operationalizing design, aligning closer with the principals of DevOps. How do we enable product teams to successfully deliver useful and useable products to their customers. This is an evolution that they call DesignOps2.0
Nearly everything a product team deals with impacts UX. Traditional development issues like availability and latency have a significant impact the user’s experience. When viewing the problem through this lens; the entire product team is responsible for the user experience and needs to be accountable for it, not just the UX team.

Erica will discuss the philosophy and end to end methods her team has developed around DesignOps2.0 and where they are heading from here.

Key takeaways

• Establishing tools and an environment that empowers product teams to deliver useful and useable products
• Gaining a common understanding with product teams around what impacts the user experience and who is responsible.
• Holding engineering and product teams accountable for delivering a good user experience.