What is Digital Operations?

Before I get into what Digital Operations is, let me explain what it's not. Digital Ops is not IT.

IT solves technical problems using tools and policies. Digital Operations is solving operational problems using tools, methodologies, and ways of working – all focused through the lens of Design Thinking.

Digital Ops solves operational problems using three dimensions, with the human at the center.

This is not Wikipedia's definition. This is a definition that I have come to after working with dozens of companies.

Let's delve deeper into these dimensions.

Tooling

This covers all of the digital and physical tools a team uses to accomplish their work. In most cases, this involves leveraging web-first tools, so remote and hybrid organizations can work together, regardless of proximity.

Tools might be added, but they will just as likely be removed. Throwing technology at a problem rarely fixes it by itself. The tooling is generally just the foundation.

Methodologies

Methodologies are guiding principles of how a team will use the tooling. Some methodologies can be used right off the shelf. Others need to be tailored to fit the team.

Since every team and their problems are unique, I rarely prescribe an off-the-shelf methodology. Additionally, methodologies are seldom used exclusively. There might be a mix of them throughout the company or used on a team-by-team basis.

Methodologies can support nearly every business workflow, from project management to file management; there is likely something to start from and build upon.

Ways of Working

Ways of Working (WoW) are the glue to bring it all together. These need to be heavily documented and worn like a badge of honor by internal advocates.

These are generally documented in guides, SOPs, and playbooks.

• Guides: The smallest and loosest form of documentation. Guides are mainly used for small, bespoke workflows, that are primarily intuitive in nature and only need basic guidance.

• SOPs (Standard Operating Procedures): These are detailed workflows that include the purpose, prerequisites, and steps for every part of the process. They are rigid and precise in design to increase consistency and limit errors.

• Playbooks: These are the narratives that guide teams at a high level. They provide the "why" behind the team's WoW. They will be enriched with SOPs and Guides to provide the "how".

How do I approach each of these dimensions, on day one and day ninety? By determining each dimension's Operational Efficiency.

Operational Efficiency

Operational Efficiency is the rubric upon which the three dimensions are graded. Based on my experience running audit sprints with dozens of clients, I have come up with the Four C's.

The Four C's

1. Communication

   • Is communication contextual? There should be different forms of communication for different purposes.

   • Are communication mechanisms clear and defined? The team should know when to use each form of communication and why.

2. Collaboration

   • Are there ways for the team to collaborate in real-time without the worry of version control? This should exist for as many outputs as possible.

3. Capacity

   • Is the team doing more with less? Often defined as productivity, this focuses on whether the team is using the tooling and methodologies to work smarter.

4. Cost

   • Is the team lessening the cost of tooling or human time? Some costs can be reduced by limiting tooling, but other times it means fewer synchronous meetings, fewer messages after hours, and fewer people to do a single task. Time equals money.

Each C is rated 1-10. During our engagement, “Cost” should go down, while the other “C’s” should go up.

How does Design Thinking play a role?

Design Thinking

How does Design Thinking fit in? The tools, methodologies, and WoW are designed with humans in mind.

Using Design Thinking practices:

1. I audit existing systems.

2. I design new systems.

3. I build out systems with you.

4. I roll out the systems to the wider team and train them how to use them.

5. I then gather feedback and iterate until we have achieved improved Operational Efficiency.

Digital Operations are multi-faceted problems. They are related to tools, but tools are only the foundation. The focus of Digital Operations is the humans taking part in them. I approach this with research, design, and iteration. It's not a one-size-fits-all solution; it's tailored for each team and how they work.

Let's work together to improve your Operational Efficiency by refining your Digital Operations.