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    Software How-To

    Giant Robots Smashing Into Other Giant Robots

    A podcast about the design, development, and business of great software. Each week thoughtbot is joined by the people who build and nurture the products we love.

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    Latest Episodes:
    409: Career Growth and Being a Mindful Dev with Dagna Bieda Feb 03, 2022
    Show notes

    Dagna Bieda is an engineer, career coach, and founder of theMindfulDev.com. She talks with Chad about being a software engineer first and then becoming a career coach who has helped a big range of clients with communication and marketing themselves successfully. theMindfulDev Follow Dagna on Twitter or LinkedIn. Follow thoughtbot on Twitter or LinkedIn. Become a Sponsor of Giant Robots! Transcript: CHAD: This is the Giant Robots Smashing Into Other Giant Robots Podcast, where we explore the design, development, and business of great products. I'm your host, Chad Pytel. And with me today is Dagna Bieda, engineer, career coach, and founder of theMindfulDev.com. Dagna, thanks for joining me. DAGNA: Absolutely. It's a blast being here. So thanks for having me over, Chad. CHAD: So what you do is a little bit unique in that you provide career coaching to engineers. But you yourself are an engineer and have a background in engineering. So how did you arrive at what you're doing today? DAGNA: Yeah, you're exactly on point there. I was a software engineer and then turned into career coaching. So essentially, I've been coding for over ten years and coaching for the past 3. And I'm the tough love, “I've been in your shoes” kind of coach because I have that engineering experience. And a little bit about what it is that I did as a software engineer is I essentially moved from programming in microcontrollers in C through cell phone towers, providing LTE networks in C++. I also did behaviors of social robots in C++. I wrote a distributed web app in Ruby on Rails. And I also wrote some mobile apps for parking and transit in Swift and Java. Having that range of experience, I really get to help a big range of clients. My former clients have worked for LinkedIn, Amazon, Google, Disney, as well as much smaller businesses. And their own experience was ranging anywhere from 2 to 20 years of experience. And I had clients who are self-taught, who are career-changing bootcamp grads, who are college grads. And my goal as a coach is to really help them reach for their potential. CHAD: Now, did you arrive at this because you yourself struggled with some of these things? Or did you have it easy and you said, "Oh, I don't understand why these other people..." [laughs] DAGNA: So both of these questions are exactly on point. I feel like I had it very easy at the very beginning of my career. I essentially got promoted to a senior engineer very quickly. It took about two years or something, so like superfast. But then, as a senior engineer, there was a moment where I felt that I've just plateaued in my career, and I was stuck, and I was frustrated. And I wanted to learn all the technologies out there. And what was missing was some people skills. So once I finally was able to figure out okay, this is what I'm missing...and in hindsight, it was so obvious. I decided to move into career coaching because I realized that we're kind of brainwashed, so to speak, to put the technology on a pedestal and ignore everything else, right? CHAD: Yeah. DAGNA: But if you don't work on your soft skills and don't realize that at the end, it's all humans because you're working with humans...you're creating products for humans. So it's not something you can really escape from. That was like a huge aha moment. I was like, people don't even know this is important. Like, I got to change that. [laughs] That was a mission for me to change that, to help discover what are those roadblocks? What are those limiting beliefs that software engineers often have that keep them stuck in their career and frustrated and stopping them from really fulfilling their potential? CHAD: I often say that almost all problems are actually communication problems at their heart. DAGNA: Ooh, yes. CHAD: And in consulting, we have clients who come to us with what they think is a technical problem. And we have to sometimes tell them like, "We can fix this problem. But if you don't address the underlying communication problem that caused it in the first place, it's just going to happen again." DAGNA: Absolutely, yeah. CHAD: So I think that's a problem engineers have is that they try to apply technical problems or think code is the solution to every problem. DAGNA: Well, it's not just that. Let's think about how software engineers are trained into their careers. If you have a class and you need to deliver a piece of code that compiles and does whatever it was meant to do for your assignment, even if you had incredible communications with your teammate and partner, even if you negotiated changes in the scope of features, it's all not going to matter for you passing your class if the code doesn't compile and if it doesn't do what it's supposed to do. So early on, whenever we're creating software, we're taught how to create software. We're being taught to put technology on a pedestal. And I've worked with multiple senior engineers that feel really frustrated because they're so knowledgeable but aren't able to communicate all this knowledge that they have in their own mind. They might be having brilliant ideas that might be helping their businesses grow and get past helping the businesses they work for grow. And they're not able to pitch those ideas and not able to really be heard and seen for the value that they bring to the table. And this is where I come in, and this is what I help with, getting past that frustration and that feeling of being stuck. CHAD: And just to clarify if I'm following right, and what I'm advocating is this isn't just if you're a developer and want to move into management. This is for just moving up in your career as a developer, right? DAGNA: Absolutely. Here's the thing, even if you're going to become the principal architect in the company, what are the skills that you need to have? It's not just technical expertise. If you have technical expertise and you're not able to talk about it with the business stakeholders that don't have the same amount of knowledge that you do, then you're not going to get to that point. Principal engineers create direction in the company, make decisions, have to be mindful about the business value that they're creating, not just the underlying tech stack. So as we grow in our careers as software engineers, it is really critical to, once you have, I'd say, five years of experience as a software engineer, to start working on the soft skills. And to be honest, someone who has gone through a coding bootcamp because they had less of that brainwashing about putting the technology on the pedestal often tend to advance in their careers much faster because they bring that previous experience with them to the table, so they can communicate better. They have different types of ideas, different perceptions. They don't have those limiting beliefs that a lot of developers have. The number one limiting belief that I see my clients have is believing that the work they do speaks for itself, and it doesn't unless someone literally dives into the code that you wrote. So for you to be able to advocate for your career, you need to be able to say, "Hey, I wrote this feature," and not expect people to dive into the code and look through the feature and all the lines of code you wrote. It’s to be able to emphasize the business impact that the feature you wrote had on the business, and how it helped, how you contributed to the business side. And that's something that I work with developers on. Now, you did mention, Chad, that you work with a lot of developers, right? CHAD: Mm-hmm. Yeah. DAGNA: Would you say that marketing what developers do is a huge thing holding people back in their career? CHAD: Yes, not only because of what I said earlier about a lot of the root causes of problems are around actual communication. But you're right; when it comes to who you can rely on in your company, who you can communicate with, who gets their ideas across more, it comes down to being able to communicate those ideas and that value. Even little things like when the code you've been working on is ready on staging, don't just say, "It's on staging. Check it out," and moving the ticket forward. DAGNA: [laughs] CHAD: But actually being able to communicate what you've done either through words or screenshots. I think we've all been in scenarios where you're working on a complicated ticket, and you are making decisions along the way about how to do that. And you make all those decisions, and they're the best decisions in the world. But if you just put that ticket up for a review and say, "It's on staging," it's either not going to be accepted, or you're going to get tons of questions around why you did this. What did you consider when you were doing this? It's like a lack of trust and understanding there. But if instead, you say, "Here are all the things I'm considering along the way." And you say, "I've balanced all of these priorities, and here's the decision I've made, and it's on staging, and it works like this. And here's where you go to view it. And click on this. And here's a movie that shows how it works". People are going to be like, "Oh, sounds great. Accepted." DAGNA: Yeah, absolutely. But here's the thing. As developers, we're not taught to do all these things that you just described. We're taught to write code that compiles, boom, done. [laughs] CHAD: So when working with people who have this sort of mindset o the skill gap, what are some things that you have people do to level up? DAGNA: Yeah, there are certain things that we specifically work on, and that is negotiation, setting expectations and boundaries, being able to respectfully either decline a change in scope of work or try to negotiate the change of a deadline whenever there's an impossible feature request. Or things like being able to set expectations that if you're working on your focus time, that you shouldn't be disrupted. And it's something that's very hard because developers usually really want to be helpful. So when a product manager comes to them and says, "Hey, I really need this. It's for a critical client," what happens is most often than not, they're going to drop everything they were doing just to finish that one thing and be helpful. And so being able to create a boundary saying, "Hey, I'll get back to you after I'm done working on what it is that I'm working," is a skill. Being able to market what you did and being able to show the business value, how your work contributed to the business side is also a skill. And even having communication with your manager telling them, "Hey, I realize that I need to work on XYZ. Would you be willing to give me feedback? Because we go to the meetings together, you see how I communicate; you see how I think, you see how I act. Give me more feedback. What can I do to grow in my career?" So asking for that feedback is a skill. So there are a lot of moving elements, and these are the skills that I work with on my clients. But there's a big thing that I want to address here too is that with technology changing and being at such a fast pace, it is very important to give yourself grace, especially when you're starting out. Be patient with yourself to give yourself that time to actually master the tech part. And it's really important to see and understand how you think about your career growth. Do you beat yourself up in your mind, or do you actually see the opportunities for growth? With developers, since we're not being taught how to communicate effectively with other people, oftentimes, when someone wants to give us feedback that might help us in our career, we get defensive because it feels like an attack on our character. And I see it with juniors all the time. "Why did you say I was messy?" "No, no, I said your code was messy." Taking that kind of feedback on the code very personal and getting agitated instead of seeing opportunity for growth in the career. CHAD: Would you say that most of the people that work with you are doing it while they're going through a transition or in between looking for their next thing? Or are they doing it while they're in a position hoping to improve within that existing company? DAGNA: So all three paths that you mentioned are very valid. It depends on what people are doing, what their goals are. When I work with my clients, we work one on one. So it's very tailored to their specific and unique situation and their needs. But I can tell you that from last year, my absolute best example was one client who came to me because he felt that he was being an undervalued senior engineer. And he wanted to promote himself and maybe move on from the job that he was in at the time that he didn't see much opportunity for growth. And he was just stagnant. "Help me market myself. I need to get out of this current situation. I know I have the potential. And I want to find something more exciting to work on." As we worked together, within three and a half months, he became a startup CTO, which was a dream come true for him. But he didn't believe at the time before we worked together that he could actually make that happen for himself. Then I had another client who, within two months of us working together, was preparing to land a team lead position. But he actually was able to jump two levels up, and he became a VP of innovation at his own company. CHAD: Cool. DAGNA: It so happened that as we worked together, his company was going through a massive spurt of growth. And because he was the right person working on the right skills at the right time, he became the VP which is incredible. And I had another client just recently who felt that he was overworking himself. He was coming also from a military background. So he had certain beliefs that they served him in the military, but they were not really helpful for progressing in the tech industry. And as we worked together, he was able to not only stop overworking himself and have a better relationship with his wife; he also landed a new job where he doubled his salary. He went from 109,000 a year to 220,000. That actually made even my jaw drop a little. [laughter] But it shows you how powerful the process is that I follow with my clients. It's really about the engineering mindset. It's about how to think about career growth and how to prioritize certain things depending on which stage of your career you're in. CHAD: Are there other common pitfalls or mistakes that developers make that hold them back? DAGNA: So absolutely the limiting belief that I mentioned earlier, believing that your work speaks for itself. I feel like 80% of people that I work with have that limiting belief, and we work to get past that. Another thing that is pretty common is not understanding how you come across. That's a problem that I had in my career. When I mentioned that I was a senior engineer for a few years and I felt stuck, I wanted to advance, but it wasn't happening for me. It wasn't clear why it wasn't happening until I started working with someone who was open enough to provide me some tough love type of feedback. One time he told me, "Dagna, why are you calling these people idiots?" And I'm like, "I never said that." CHAD: [chuckles] DAGNA: My intention was really pure, good, coming from my heart and my soul, from really good intentions. But my intentions were completely…

    Full show notes at the publisher

    408: Shipyard with Benjie De Groot Jan 27, 2022
    Show notes

    Chad talks to Benjie De Groot, co-founder, and CEO of Shipyard. Shipyard manages, creates, builds, and deploys ephemeral environments. Benjie talks about how Shipyard became a funded company, discovering who their ideal customers are, and building out the core team so Shipyard can accelerate and figure out their next steps in how to bring it to the masses. Ephemeral Environments Shipyard Follow Benjie on LinkedIn. Follow Shipyard on Twitter, LinkedIn, or GitHub. Follow thoughtbot on Twitter, or LinkedIn. Become a Sponsor of Giant Robots! Transcript: CHAD: This is the Giant Robots Smashing Into Other Giant Robots Podcast, where we explore the design, development, and business of great products. I'm your host, Chad Pytel, and with me today is Benjie De Groot, co-founder, and CEO of Shipyard. Benjie, thanks for joining me. BENJIE: Thanks for having me. CHAD: Why don't we start by if you don't mind sharing a little bit about what Shipyard is and does? BENJIE: Sure. At the core of what Shipyard is working on is ephemeral environments; not everybody knows what that means. That is changing a bit. But essentially, what we're focused on is on every pull request or commit for a feature; Shipyard manages, and creates, and builds, and deploys ephemeral environments. So that's a disposable one-off on-demand environment that any stakeholder in your internal company can use. And we focus on the tooling around that, on build pipeline, and then security around that. And then all kinds of other cool features that are necessary that pop up. CHAD: Cool. So as a developer, I'm familiar with the concept of developing locally, putting up my pull requests. And also, we deploy a lot of stuff to Heroku. So I'm familiar with some of the infrastructure that Heroku might give. How did you arrive at saying like, this is a thing that I want to work on and believe should exist? BENJIE: That's a great question. I actually am also a developer; that’s my background. And throughout the course of my career, I've always been on the technical side of the company. And what that's translated to, because of passion, to be honest, is always taking on a DevOps type role, so throughout the course of my career, a lot of responsibility. I mean, I started off writing Bash scripts, went to Puppet, did Chef for a while, did Ansible. Somehow I went back to Bash scripts for a lot of this stuff. Then this company called DoCloud popped up, which obviously became Docker, and I kind of got obsessed with that. And then I had a bunch of friends at Google, and they were telling me about this creepy thing called Borg, and that became Kubernetes. And so, my career has kind of happened throughout that entire process. And throughout, DevOps has kind of been my passion. Along with my co-founder, Peter, I was a high-priced Kubernetes consultant in the New York ecosystem just a few years ago. And a lot of companies were trying to make the transition to Kubernetes. And Peter and myself came in and helped people that were struggling to find DevOps resources. And what that always kind of looked like was there was some bespoke version of a deployment system that was perfect for the person that wrote it. But obviously, it wasn't good enough for me and Peter, for Peter and myself. CHAD: [laughs] BENJIE: And so we would rewrite it, and it would be great. But then, eventually, we'd move on, and someone else would rewrite it. And there were a few instances where we ended up going back to companies and just reimplementing what we had already done. And throughout that process of being this consultant, we kept running into this ephemeral environment thing and building the same tooling over and over and over again. So Peter and I, on a weekend, kind of got, "Oh, let's make a tool for ourselves." So we did that. And we made this exoskeleton to help our consulting business. And as things progressed, we kept just adding features, and it was really fun, and it was great. And then some of our customers or clients saw that. And they were like, "Hey, can we click that button?" And we were like, "I guess." And so slowly, it turned into a product that was very duct tape-y and glued together, but it worked great. And to be frank, I had been through the VC process on the technical side in the past and didn't want to go through that again, the hamster wheel of need to raise more and more money and so very, very averse. And was very set on a really nice lifestyle consulting business, and hell was going to have to freeze over for us to take any VC dollars. And then I don't know if you heard, but in March of 2020, hell froze over, and [laughter] there was a little pandemic. And at the same time, we got some pre-emptive term sheets, yadda, yadda, yadda. Next thing you know, we're a funded company building out a really cool product. So that's the origin story of where Shipyard came from. CHAD: Really cool. I definitely want to come back to what building the product for you has been like, and the funding, and where you go from here. But let's come back to the product itself. As a developer, my normal workflow is I'm working locally. I'm able to run the application that I'm working on locally here on my computer. I put up a pull request on GitHub. I ask my team to review it. Once it gets reviewed from a code perspective or a design perspective and gets a thumbs up, I merge it back into the main branch. And I deploy it to a staging server, at which point I would ask my stakeholder, my client, whatever, "Hey, this thing you're expecting it's on the staging server for you to check out." And everyone else on the team is doing the same thing. So where does Shipyard come in, and why is it better than that? BENJIE: So where Shipyard comes in, it's after the local development but before you get to staging or really before you get to production because, in practicality, a lot of people turn Shipyard into their staging servers. But what happens is through webhooks, we hook into your GitHub. And we see that there's a new commit that comes in. And we automatically build and deploy a fully ephemeral environment for that feature. And what that gets you is a few things. One paradigm that we're seeing a lot of is when you make that PR, a lot of end-to-end test suites are being run automatically using Shipyard ephemeral environments. And what that gives you is, in some instances, before you even have a code review, you're passing the suite of tests. And what that gives you is you save a lot of time. If there's just a dumb migration error or some typo or something like that, you're not wasting human capital or human energy on those environments. And the other instance there that gets really interesting is by bringing up these environments earlier on, product stakeholders and QA stakeholders can do their jobs earlier on in the process. And so you can avoid a lot of merge conflicts. So like, you merge something, and maybe there's an edge case that you hadn't tested for, and the code review didn't pick up. Well, all of a sudden, staging is broken. And some other team member that's using the same process you were now they're blocked. Or the client can't see that environment, and there's some other type of problem. But really, we didn't invent this paradigm. This is what FAANG does. There's a reason why I can't remember the last time that Gmail itself a button broke, or there was bad CSS, or bad HTML, same thing with Facebook, same thing with Netflix. Obviously, we all know about –- CHAD: There's the obvious DNS outages. BENJIE: [laughs] Right. I was going to say we all know about AWS, especially in December of 2021. That was a tough month. But yeah, from a UI/UX and controllable release perspective, this greatly increases your internal stakeholders’ ability to get their hands on features earlier, find problems, and then get those back to developers. And the other thing, and maybe this is a question for you. But have you ever been in a situation where you built something, and it doesn't actually get reviewed for a few weeks? And then there is a bug, and you have to go back, and context switch off of what you're working on and go back and put a whole other mental model in place to go back and remember why did I use a switch statement here? That's a bad example but something to that effect. CHAD: [laughs] Yeah. Well, I really try to avoid that scenario by having tight feedback loops, but sometimes it's unavoidable. It might be you finish something right before a holiday or going away or something like that; that can happen. So it's happened to me before, yeah. BENJIE: Right. And how do you get your product people or your UAT teams...when do they get to touch the feature that you're working on? CHAD: It's usually not until after a code review when it's been merged into main and deployed to staging. BENJIE: So that's kind of how we make that feedback loop tighter. And what we've seen in practice actually is a lot faster, more reliable releases. And there's a significant increase in the cadence of releases that can happen and a higher quality of those releases. CHAD: You mentioned that some customers end up even getting rid of staging. And so that's really exciting and interesting to me. When they do that, what does the overall picture look like? Is the code merge manual? Or do you have customers that are doing continuous deployment off of a thumbs up from the person reviewing it in the ephemeral environment and getting that automatically merged, and then maybe canary deploy or something to production? BENJIE: Yeah, that's a great question. The thing to keep in mind here is that the majority of our customers are larger, and they have bigger teams because obviously, this is a collaboration platform ultimately. And so there's more value for the more complex teams and more stakeholders. So we don't have anybody at this moment that I know of; there could be, doing LGTM is good enough. So there's always a manual component. But what it looks like from a staging perspective is that your main branch is actually ostensibly your staging environment, and so all the ephemeral environments are sort of dev environments that are shareable. And then when you merge because a code review passes, and QA checks, and UAT, then it gets automatically built into the main branch and the main environment. And then some people do QA. They'll final pass a QA or a final end-to-end test there. And then there's also a manual promotion to production as well. That's the typical pattern we've seen. CHAD: Cool. One of the things that when I've used...sometimes a problem even with staging. But when I've used or been on projects with some ephemeral environments, getting good data in those environments can sometimes be a challenge. Is that something that Shipyard helps with? Or what's your recommended approach to that problem? BENJIE: So that was one of the biggest problems we had early on. We put a lot of work into that. We apply the same git branch model to data. So the way that we do that is basically if you...oh, by the way, I forgot to mention something. We use Docker Compose as our application definition. So we extrapolate from Docker Compose and transpile into best practice Kubernetes YAMLs. So there is a little bit of inferring and magic we do in certain places. And one of the places we do that is if you have a named volume...sorry, am I getting too technical, or is this --? CHAD: Not for me. And in fact, I have follow-up questions about [laughs] why you have that approach of converting. BENJIE: We will dive into that in a second. And I have a whole bunch of redhead friends that make fun of me about Compose all the time, but I stick to my guns on that one. But I'm happy to talk about that. At high level, if you indicate to Shipyard this is a persistent volume that we want to make sure that child environments get, then we will do an instant snapshot. And we will actually provide that to the generated child ephemeral environment. And ostensibly, what that does is it allows you to test data migrations as well on these ephemeral environments. Now, to go back to your initial question, we encourage...and we're working on some partnerships actually with some interesting companies. But we encourage people to specifically have their main data set on main be ostensibly a copy of whatever the good data set is. But obviously, you're responsible for pulling out your own PII and all the confidential stuff there. But the key thing here is you're maintaining one environment with the right data on it. And then all of the subsequent generated ephemeral environments inherit that and can then change that. CHAD: Yeah, that's cool. That solves a real pain point that I've had in the past when trying to work this way. BENJIE: One company that I think is really interesting around this space is Tonic.ai. And we're actually working on some stuff with them, I think. But we share an investor, so that's why I know them, for disclaimer purposes. But they're great. And they have some really cool tooling around mapping your database to PII and automatic detection of certain types of information that you don't want pushed into your staging servers and to your developers' hands. So that's one to check out, too, if you're looking for data help. CHAD: Cool. So do you want to get back to this Docker question? Why that approach of converting the Docker Compose into YAML for Kubernetes? BENJIE: So this is quite a controversial topic. CHAD: [laughs] BENJIE: But I will tell you where it came from. Hearkening back to our origin story, what we saw was we saw a pattern of a lot of companies going a little bit too all-in in Kubernetes; let’s just put it that way, where every single one of the developers is running minikube or even K3s or K3d or whatever. And all of a sudden, the DevOps people and the SRE people in the organization are spending most of their time supporting developers in local development environments. So early on in that consulting game, we realized we don't want to do that. So if you want to work with us, we think you can use Docker Compose for most things. Now, that's obviously not always the case. There are some companies and applications that have hundreds of microservices. So obviously, Docker Compose is not a very realistic fit for those people. But the majority of people can pretty much encapsulate their application in Docker Compose. So that's one thing. The other thing is I mentioned to you that I'm a DevOps engineer for years. I'm sick of new YAML formats or specifications. So I have a saying, "Not another YAML, I say nay." My co-founder, Peter, hates when I say that, but whatever, I like it. CHAD: [laughs] BENJIE: So that's another piece of this. And then the biggest thing here is that we look at Docker Compose as rabbit ears on a television set. So you know, like a 98-year-old grandmother can somehow stand on one foot and hold the antenna the right way, and it's static. The picture is perfect, and they can watch...I don't know why I'm saying Jay Leno. I don't think it's on the air anymore. CHAD: [laughs] BENJIE: Sticking with the grandma reference, humans are really good at figuring out stuff like that. [laughs] And that's kind of what Docker compose is. It's kind of like if you can make it work locally, Shipyard is going to take care of the rest and clean up a bunch of stuff for you. So that's how we look at it. Admittedly, we do have some Helm stuff we're working…

    Full show notes at the publisher

    Assessment and Performance Metrics with Tiffany Shubert of Relias Healthcare Jan 20, 2022
    Show notes

    Chad talks to Tiffany Shubert, Senior Product Manager at Relias Healthcare. Relias is an online healthcare education company. They develop and create education and clinical content for anything from physicians to nurses, physical therapists, to in-home care aides in multiple healthcare settings. They span the entire range from acute care hospital settings to in-home care to hospice. Tiffany talks about how her clinical skills apply really well to product management, defining who you're solving the problem for, being all about your end-user, and making sure they have an amazing experience with your product. Relias Healthcare Follow Tiffany on LinkedIn. Follow Relias on Twitter or LinkedIn. Follow thoughtbot on Twitter, or LinkedIn. Become a Sponsor of Giant Robots! Transcript: CHAD: This is the Giant Robots Smashing Into Other Giant Robots Podcast, where we explore the design, development, and business of great products. I'm your host, Chad Pytel. And with me today is Tiffany Shubert, Senior Product Manager at Relias. Tiffany, thanks for joining me. TIFFANY: Hey. Thanks so much, Chad. I'm really excited to be here. CHAD: So, Tiffany, folks may not be familiar with what Relias is, although if you're in certain spaces, it's certainly a big name that you may have heard of. So why don't you start off by telling people a little bit about Relias? TIFFANY: Sure. So Relias is an online healthcare education company. Relias is in many, many different settings. But the majority of what we do is we develop and create education and clinical content for anything from physicians to nurses, physical therapists, to in-home care aides. And we are in multiple healthcare settings. So we span the entire range from acute care hospital settings to in-home care to hospice. CHAD: We do a lot of work with different clients in the healthcare space. And so many of them, without even me prompting, mention, "Oh, we use Relias." [chuckles] And it's remarkable to see. Is Relias the biggest provider of learning management software for the space? TIFFANY: So, we are the biggest provider of compliance training in the skilled nursing space. And we are a big provider in all of the other spaces. And really, where Relias started was in this notion of compliance training which, for those who are not familiar, really could benefit from a lot of design. That is the kind of training that every single healthcare provider has to take in order to see a patient. So that's where you take your patient privacy training, your bloodborne pathogen training, all of those types of trainings. And that's where Relias really started and has grown from there. CHAD: So, how long have you been at Relias? TIFFANY: So I started, interesting, in the end of March 2020. [chuckles] So yeah, it has been my pandemic experience, so almost two years now. CHAD: What brought you to Relias? TIFFANY: So I was at an interesting juncture in my career. I'm a physical therapist by training, and I was in clinical practice for about 15 years. And I transitioned over actually through a very interesting pathway but working for some different startups that were creating different technologies around healthcare. And one of the startups I had been with had run the course. And I was looking for something more around education, which is my original passion. And when Relias actually found me, I didn't realize it was actually in my backyard. CHAD: [laughs] TIFFANY: What drew me to it was this ability at this space where we could be looking at education, especially for clinicians, not as what I would call a penance which is how it's looked at. Like, ugh, I have to take my online education, or I have to take my training. But more of a hey, how can we make education interesting and dynamic? And how can we really apply many of the concepts we know about design and about really developing excellent products to clinical education? Which was incredibly exciting to me. CHAD: As you moved from someone practicing to product management in this space, did you do any formal learning or training in that, or did you just learn along the way? TIFFANY: A combination. Really my original experience in product was working for a startup company that was developing a really innovative concept around creating a soft, light exoskeleton, and they needed a clinician on staff to really understand how bodies move and what kind of problems could be solved. That position really evolved into being a director of user experience. And so that really entailed bringing our end users, who happened to be older adults, into the lab and having them really work side by side with the engineers who are creating the product. So I developed that whole program, validated it, expanded it. And from there, I really realized, oh, my clinical skills actually apply really well to product management. But now I do need to get some more formal training. So I went through some of the different...I actually went through the CSPO certification program, and then I have also just continued doing some more formal training at Relias. CHAD: I imagine that the industry itself experience being almost on the user side helps. But is it ever a hurdle that you need to overcome? TIFFANY: I think when clinicians first get into industry, they make a lot of mistakes because they want to solve every single problem. Or they want to give their users every single opportunity or every single feature. So, for example, if you sit down with a group of physical therapists, and if you say, "I'm going to build you an app for helping your patients with their home exercise program," every single physical therapist is going to give you a laundry list of 30 things that they want. And typically, where clinicians go in my role is they're like, "Okay, we're going to fix all 30 things." And really, it's that ability to narrow it down, narrow it down. And to be honest, if you're a good clinician, it's the same thing. Patients usually come with multiple complaints, and you've got to figure out what that number one complaint is and what you can do to address it. So that's where I think it becomes a barrier is wanting to fix every single problem as opposed to being able to really winnow it down. But when you can winnow it down, it's very powerful. CHAD: An extension of that that I've seen, which I think is one of the challenges in healthcare, is that there are a lot of edge cases. And in normal SaaS products like an e-commerce product or whatever, it's easier to say, "We're not going to solve that right now." But in healthcare, every edge case is an actual person that you could be helping. And so it's a little bit harder to really get in the mindset of not solving every problem. Because especially if the space of healthcare that you're in is literally life and death, it can be difficult from a product perspective to say, "We're not going to solve that case." TIFFANY: I completely agree. Those are just conversations that you have to have because you also have to look at if we spend all of this time solving all of these use cases or all of these edge cases, we're never going to have a product. So then you got to pull back, and you got to go, what is going to have the biggest impact? Or what are the components across every single patient that we can address? Because there's always going to be some commonalities, not necessarily disease space, but in how we actually address that patient and manage that disease or manage that impairment. It is a big trap that we fall into because you're right; healthcare provider training is you have to address everything. But the fact of the matter is that's not realistic. CHAD: What are some other challenges that you encounter while creating products in the healthcare space? TIFFANY: I think the biggest challenge is really defining who you're solving the problem for, and we run into this all the time. And this has become very clear to me lately that if you're working for a Facebook or a Google, you are all about your end-user. And it's all about making sure that that end-user has an amazing experience. But in healthcare, you've got patients, you've got clinicians, you've got hospitals, you've got healthcare systems. You've got private insurance payers, and you've got Medicare. And all of those groups may be interacting with your product. And all of those groups have totally different use cases and totally different problems to solve. So first of all, figuring out, like, who am I building this for? Who is going to pay for it? And where do those two things intersect? And that has been the biggest problem I have seen in innovation in this space over the last ten years has been, well, we're going to build this for the patient, and it's going to be amazing, and the insurance companies will just pay for it. That hasn't really panned out because nobody sat down and actually talked to the insurance companies and asked them what problems do they see happening that a product could solve? And then the flip has happened too where they've gone to the insurance companies, and insurance companies have said, "Well, here are the problems," but then they've never talked to the patients. So it's getting that multifaceted perspective and then boiling it down to what truly is the problem we're going to solve? CHAD: And the way I see it is that this problem is amped up in the healthcare space because there are so many stakeholders or people you're potentially building the product for. But it's a general problem too in enterprise software where basically the people making the buying decision are not the users necessarily or the people you're trying to help. And any time where that's the case, you also run the risk of very difficult to build a good product because the people making the buying decisions aren't actually the ones who are going to be using it or don't have the same needs as the people that you're trying to help with the software. TIFFANY: Exactly, exactly. So it takes a lot of time to sort all that out, and we rarely have that amount of time. I'd say one of the things that was so fascinating on the product that Relias and thoughtbot worked on was we had the time to go a little deeper and to really figure out...so the problem we were trying to solve is okay, we need a better tool. Physical therapists need a better tool to engage patients, specifically older adult patients. And again, so we had the conversation with the clinicians, and they're like, "Oh, well, we want all of these exercises." But then we paused, and we said, "But really, what is your biggest clinical challenge?" And they all said, "Time. We don't have enough time." So then we were able to pull back and not go, oh, this is not about making the best exercise program ever. This is about creating a product that actually solves the problem of time. If we can enhance efficiency, then clinicians will use it. They'll be happy with it, and we can take it from there. Solving the problem of time is a totally different problem than we have to create a product that offers you 30,000 different exercises. It was just a really important lesson because then once we said time, then all of a sudden, we had clinician buy-in. And then we also had an organization buy-in because the organization is going, "Absolutely. If you can save my clinicians 10 minutes, that's going to increase their productivity. That's going to give them more time with the patient. Or maybe we could even get so efficient that there are more opportunities to see more patients." So it's tricky to figure all that out. CHAD: So how did we figure that out? What tools did we use to have those conversations with people? TIFFANY: Yeah, there was a lot of really excellent discovery and meeting with a good variety of clinicians but all practicing in the same space. And that's one of the things I want to call out. When you look at healthcare, healthcare spans so many different settings. And there are not a lot of consistency or universal truths between settings. And what I mean is someone who is seeing a patient in a home health setting is going to have a very different skill set than someone who is working with a professional sports team, same training, same title, totally different set of problems. So we were really, really clear that we had to really refine this problem and get a very specific type of therapist. And we also wanted to get a specific...I'm going to just use home health just for an example. But okay, so let's make sure we get therapists who are working in rural settings, in-home health, and therapists who are working in urban settings in-home health because we wanted to make sure that we had a better understanding of the problems they were facing in these multiple settings. From there, from that discovery, got really, really, really very strict on what consistencies we were seeing around the problems that the therapists were running into. And from there, we just really focused on what was going to give us the most bang for our buck. And the problem of time was super consistent. The questions really were not like, well, would an app save you time? The questions were really what are your biggest challenges right now? CHAD: And did you do that in one on one interviews with them? TIFFANY: Yeah, those were one on one interviews. Yes. Yeah. CHAD: How do you, when you're doing it, collect the data from those interviews in a way that is conducive to analysis later on? TIFFANY: So I've used a whole variety of tools. And we were very analog in this particular one. We were interviewing one person, but there were about four of us on the call, and everyone was taking notes. And then everybody was highlighting common themes. And I've used focus group analysis software as well, which is always really, really helpful. But in this particular, we were really just going analog, and it worked pretty well. CHAD: And you were doing this without a prototype or anything like that yet, right? TIFFANY: Correct, for the initial without a prototype. Yep. CHAD: And so once you had that potential job to be done or value proposition, how did you go from that job to be done to a potential product? TIFFANY: So from there, we did go ahead, and we prototyped, and we prototyped a workflow that seemed to make sense given what we had heard from our users and then also just with my clinical background. And then that prototype really was the trick because a lot of times in healthcare, when you are working with clinicians, some are tech-savvy, but there's a significant amount (And this isn't age-dependent, but this is younger and older.) that are not. And so they really need a little bit of context to ground what their thoughts are and how they think you can solve them. So by getting that prototype in place and by letting the therapist really bounce around in there and see what was intuitive and what wasn't, that was the game-changer. And we could really see okay, here's our understanding of this. And whoops! Missed that one. [laughter] Oh, this all makes sense. But you could see as therapists went through what they appreciated was that the user interface was super simple, super clean. They could easily find things. And even those who didn't have a lot of self-efficacy around technology really felt at the end of a 20-minute session I know how to use this, and I could see how this will save me time. All of that data really helped us understand we were going down the right path. It was a little unsettling because when we lo…

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    406: thoughtbot 2021 Year-in-Review with CEO Diana Bald Jan 13, 2022
    Show notes

    Chad talks to the CEO of thoughtbot, Diana Bald, about 2021 in retrospect. thoughtbot, as a company, has settled into a new structure that contains different teams and committed to becoming a fully remote organization. Last year, Diana successfully transitioned into taking over the company's CEO role. She and Chad talk about the improvements the company made in 2021, including DEI (diversity, equity, inclusion) efforts and training sessions, and look ahead to some improvements coming in 2022, such as an expansion of the apprenticeship program. P.S.: thoughtbot is hiring! To see open roles, visit thoughtbot.com/jobs. Follow Diana on Twitter or LinkedIn. Follow thoughtbot on Twitter, or LinkedIn. Email Diana at dianabald@thoughtbot.com. Become a Sponsor of Giant Robots! Transcript: CHAD: This is the Giant Robots Smashing Into Other Giant Robots Podcast, where we explore the design, development, and business of great products. I'm your host, Chad Pytel. And with me today back again is Diana Bald, the CEO of thoughtbot. Diana, welcome back to the show. DIANA: Thanks for having me back, Chad. Hello everybody out there. CHAD: You joined us in the spring; I guess is the best way to put it where we talked about the transition from me to you of CEO. And it feels like it was actually simultaneously both just yesterday that we did that recording and a long, long time ago. How has this year been for you? DIANA: Yeah, I completely agree. It feels the same way for me. [chuckles] This year has been interesting and eventful. Well, 2021 has been. CHAD: So we're recording this just in the dawn of 2022. Looking ahead, we're bright-eyed and ready to go to the New Year, right? DIANA: That's right. CHAD: So I thought that it'd be good to do a little bit of a retrospective or a review of 2021. A lot changed for thoughtbot. And the last time we talked about it was way back at the beginning of all those changes. And I've had all the managing directors of the different teams on now to talk about the different teams, and what they're focused on, and how they're working, and what their goals are. And I thought it'd be fun to do that for thoughtbot overall with you. DIANA: Yeah, I think it's a great idea. CHAD: Cool. So since we last talked, we really settled into the different teams and the new structure. And even little things like we've sublet most of our office spaces and those kinds of things. I'm really reaffirming how things have gone. But I'm curious, just at a high level, what's been the most surprising thing for you about 2021? DIANA: [chuckles] That was not a question I was expecting. CHAD: [laughs] DIANA: The most surprising thing for me was (There were a lot.) I think how quickly we put everything together actually. That was probably the most surprising thing. I think that we were able to reorganize and pretty much just get to work in the new team structure right away. There wasn't a lot of reinventing. We reinvented when we redefined. But as we started doing the work, it was very logical, like, oh, this makes a lot of sense. These teams break out very nicely. So that speed in which that happened, I think, was the biggest surprise to me. CHAD: I know that some people said we moved maybe too quickly on some of those changes. How do you respond to those people? DIANA: [laughs] It's different personalities. Well, can I take a philosophical perspective? CHAD: Yeah, totally. DIANA: Okay. So I have a frame of mind as life doesn't happen to us. It happens for us in the sense that there is never a perfect time to do anything. One can be preparing, preparing, preparing, and it's good. Preparation is great. Analysis is great. All that stuff is good. But there's never going to be perfect anything. In fact, it's better to get started to get the feedback because the feedback is real. And it's kind of like the way that we actually work, in fact. You respond, and you iterate based on what the circumstances are telling you. And I think that's the difference in point of view. So, for me, I thought the pace was nice. But I could see why other people might have thought we moved too quickly. CHAD: So I forgot to mention the episode number if folks want to go back and listen to more of the details. It was Episode 392 where we talked, and then Episode 393 at giantrobots.fm/393 is where we talked about the details of the different teams and going fully remote, so if folks want to go back and listen to that. And then obviously, I've been talking to the different managing directors recently. So now that we're almost a full...actually, I think we're a full year from when we actually made the changes. DIANA: January eighth was the day. CHAD: So we're a few days shy of a full year. I think there are really two aspects of this whole thing. There was the concept of going remote and committing to being fully remote. And there's the concept of then reorganizing the company in a way that was supportive of that. And a lot of that was driven by the fact that we were really organized previously around the geographic studios and how we didn't feel like continuing that way was going to be something that would be sustainable for us over the long-term, both from a sales and business perspective but from a people perspective too. And so we talked about the teams and how quick and how I think overall well that has gone. How about the fully remote aspect? How has it been for you personally? That's one way to put it. DIANA: Well, I think that remote should be taken into context. We went remote in a time when the entire world was going remote. And I think that if we had gone remote at a different time, our experiences would be a little different because, with the start of the pandemic, we had a lot of limitations to our freedom because we were on lockdown. And so when you go remote in a time of lockdown, and a time of limitations to freedom, it's very different than being remote at a time when you have the flexibility to go work out during the middle of the day, go pick up kids from school or whatever one does when you have flexibility. [chuckles] So I think that the time that we started remote helped us clarify that yes, this is something we want to do. But I think our experience was tainted because we were in lockdown at the time, and our freedoms were very limited. If our freedoms weren't so limited, we had planned, as you know, because we talked about it, having pop-up offices or having the ability to bring people together, and we weren't able to do any of those ideas. The pandemic took much longer than we thought it would for us to get to that. And right now, we're back in that place where Omicron is going on. And we're still kind of semi...not really locked down, but a lot of us are being extra cautious. And then, for me personally, I'm enjoying the freedom. I like the freedom. But I'm also very cautious because I have to protect my family. And I just need to be very careful when I meet with people and things like that. CHAD: Well, I agree that the social-emotional impact of how things have been for the last two years basically has made this transition difficult for a lot of people, myself included. And we've needed to be mindful of that, I think, as we try to move forward as aggressively as possible towards the way things we want to be. I think it's been challenging for myself, for team members to realize that the way things are now isn't necessarily the way things are always going to be. We will be able to be in person. We will be able to visit each other. We'll be able to have those pop-up offices and that kind of thing that we've been limited to do. I'm really looking forward to that sometime in the future. DIANA: Yeah, for sure I am as well. CHAD: The other side from the business has been we're not getting pressure from clients. I feel like I'm revisiting this topic. [chuckles] I know last time we talked, it was like, I wonder what it's going to be like when we start getting clients back in person. And is there going to be pressure to be with them? And that kind of thing. And unfortunately, because of the pandemic going on, we haven't been getting that pressure. Now, that works for our business because it just relieves the pressure or the need to travel or schedule things and that kind of thing. But that being said, I'm more optimistic than I was before even though we haven't truly lived it that not only will clients...and that we have a really good way of doing things like design sprints and everything remotely but that there will be a benefit to getting together at the start of projects once we can safely do that and everything. And I think people will better understand the concept of we're getting together to kick off the project or to do the design sprint. We could do it remotely, but we're choosing to do it in person with the understanding that it's totally fine to go back remote after we've had that in-person kickoff. DIANA: Yeah, and I think that there's going to be some situations where it will be better to be remote to have the sprint and other situations where let's say you want to test something with a live audience or you want to get feedback from live people interacting with a physical object or something like that where it would make sense to have the physical in-person component. And other things are better with a brainstorm to have it be digital. I think it just depends on the circumstances and the client and what they're looking to achieve. And having that flexibility that we don't currently have right now because of the variant is something I'm looking forward to. CHAD: So when we talk about the transition and you taking over the CEO role, I said that one of the reasons why I thought that was the right thing to do and was excited to do that was because I thought that you were going to be better for what the company, and particularly the managing directors and the other leaders at the company, needed to get to the next stage. And I forget exactly how much...a lot of that is baked into getting to the next stage of thoughtbot. One is resiliency of team and leadership and not having it be based solely around me. That's certainly one aspect of it. The other is your deep experience with sales and marketing; business development better match what we need to do going forward in terms of building, getting to the next levels of revenue, and sustainability. And at the time, you were still learning, or maybe learning is the wrong word. How would you describe it? Basically, like getting a handle on things before making decisions or changes to move forward with certain aspects of how we do business development and that kind of thing. DIANA: Yeah, I think I understand what you're saying. CHAD: And so now that we're significantly past that point, what are some of the things that you've done or focused on with thoughtbot business development with thoughtbot overall that you would consider positive changes? DIANA: I think the introduction of Rocket Fuel is one that I would consider a positive change in that direction. We had...I don't know if we want to re-familiarize the audience with the theme of rocket. CHAD: Yeah, I totally think you should because I think it might come out of nowhere for people. DIANA: [laughs] So we organized around a theme to make it easier for us to convey what we're doing. And you could think of the stages of a rocket from ignition to blast off in orbit. And basically, it's a fun way of saying that we have an end-to-end product development process. And so everything from ideation and validation that's our Ignite team, to building and going to market is our Lift Off team. Scaling and transforming is our Boost team. And supporting and maintaining is our Mission Control team. So when you have a rocket, you need fuel. [chuckles] And so that's where we introduce Rocket Fuel, which is basically business development and marketing. And what we did is we changed it from being two different ways of approaching, driving the business into business development being the driver and marketing being the support. And what I mean by that is it's more strategic, in line with the different stages of where we are. So for the Ignite team, their needs are very different than for the Boost team. So when we're in the ideation validation stage with a client, it's very, very different than a client who's in the transformation or in the scaling stage of their product. So having that mindset of driving that phase of product development has been very helpful to us because then we can apply the marketing tactics, strategies, plans around the stage of that product lifecycle. So that's been something that I think has worked really well this past year. CHAD: So what does the Rocket Fuel team look like? What are the different roles on it? DIANA: Well, it's small right now, but we're growing it. We have Kelly, who is our Associate Director of Business Development, and she's focused on supporting more of the implementation of some of the ideas that are coming out of each of the marketing tactics that I mentioned earlier. So whether it's partnerships with different organizations or whether it is campaigns that we're running so overseeing those, and she's also stepping in when the managing director has to step away for a few months, maybe somebody is taking paternity leave or something like that. Kelly stepped in there. And then we have in sales enablement Liz who's serving as a Sales Enablement and Business Development Manager. And she's really helping us get exactly what her title says, enable the sales process. So she's putting together the marketing collateral. She's got our CRM system, getting that organized and up to date with information. And she's starting to work on updating our handbook with business development information and marketing information that's changed since we were in our old structure. So she's getting that in line. So she's more behind the scenes and more enabling us to move quickly. And Kelly is more on the strategic end of it, helping us build out the plans that'll drive the growth of each of our teams. CHAD: And Liz is also helping respond to RFPs and making sure things move forward or are pulled together for making proposals and contracts with clients, right? DIANA: Yeah, she's doing a great job on that. CHAD: I think all of those things are something that we had talked about doing for a while, having someone be able to help with those kinds of things, especially when we have a world where managing directors at thoughtbot are responsible not just for sales but for the whole business that they run. And so they have a lot on a day-to-day or a weekly basis of what they need to spend time on. So having someone who can help them have time to spend on things that are not sales and to make sure that sales move along quickly, I think, has worked really well. And it was something we had talked about for a while, and I'm really happy to see it come to fruition. DIANA: Yeah, I am too. I agree; it is helping the managing directors take a breath. They need sustainable lives as well. And it's good that we're able to help them in this regard. I think we can help them even more. Liz has only been with us for a few months. And as she gets more and more comfortable, she gets more and more ideas and starts to run a little faster, which is great to see her do that. And the same with Kelly, as she's wrapping her arms around her new role, she is also coming up with a lot of ideas. And it's…

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    405: RackN Digital Rebar with Rob Hirschfeld Dec 23, 2021
    Show notes

    Chad talks to Rob Hirschfeld, the Founder and CEO of RackN, which develops software to help automate data centers, which they call Digital Rebar. RackN is focused on helping customers automate infrastructure. They focus on customer autonomy and self-management, and that's why they're a software company, not a services or as-a-service platform company. Digital Rebar is a platform that helps connect all of the different pieces and tools that people use to manage infrastructure into infrastructure pipelines through the seamless multi-component automation across all of the different pieces and parts that have to be run to bring up infrastructure. RackN's Website; Digial Rebar Follow Rob on Twitter or LinkedIn. Visit his website at robhirschfeld.com. Follow RackN on Twitter, LinkedIn, or YouTube. Follow thoughtbot on Twitter, or LinkedIn. Become a Sponsor of Giant Robots! Transcript: CHAD: This is the Giant Robots Smashing Into Other Giant Robots Podcast where we explore the design, development, and business of great products. I'm your host, Chad Pytel. And with me today is Rob Hirschfeld, Founder, and CEO of RackN, which develops software to help automate data centers, which they call Digital Rebar. Rob, welcome to the show ROB: Chad, it is a pleasure to be here. Looking forward to the conversation. CHAD: Why don't we start with a little bit more information about what RackN and the Digital Rebar platform actually is. ROB: I would be happy to. RackN is focused on helping customers automate infrastructure. And for us, it's really important that the customers are doing the automation. We're very focused on customer autonomy and self-management. It's why we're a software company, not a services or as a service platform company. But fundamentally, what Digital Rebar does is it is the platform that helps connect all of the different pieces and tools that people use to manage infrastructure into infrastructure pipelines through the seamless multi-component automation across all of the different pieces and parts that have to be run to bring up infrastructure. And we were talking data centers do a lot of on-premises all the way from the bare metal up. But multi-cloud, you name it, we're doing infrastructure at that level. CHAD: So, how agnostic to the actual bare metal are you? ROB: We're very agnostic to the bare metal. The way we look at it is data centers are heterogeneous, diverse places. And that the thing that sometimes blocks companies from being innovative is when they decide, oh, we're going to use this one vendor for this one platform. And that keeps them actually from moving forward. So when we look at data centers, the heterogeneity and sometimes the complexity of that environment is a feature. It's not a bug from that perspective. And so it's always been important to us to be multi-vendor, to do things in a vendor-neutral way to accommodate the quirks and the differences between...and it's not just vendors; it's actually user choice. A lot of companies have a multi-vendor problem (I'm air quoting) that is actually a multi-team problem where teams have chosen to make different choices. TerraForm has no conformance standard built into it. [laughs] And so you might have everybody in your company using TerraForm and Ansible happily but all differently. And that's the problem that we walk into when we walk into a data center challenge. And you can't sweep that under the rug. So we embraced it. CHAD: What kind of companies are your primary customers? ROB: We're very wide-ranging, from the top banks use us and deploy us, telcos, service providers, very large scale service providers use us under the covers, media companies. It really runs the gamut because it's fundamentally for us just about infrastructure. And our largest customers are racing to be the first to deploy. And it's multi-site, but 20,000 machines that they're managing under our Digital Rebar management system. CHAD: It's easy, I think, depending on where you sit and your experiences. The cloud providers today can overshadow the idea that there are even people who still have their own data centers or rent a portion of a data center. In today's ecosystem, what are some of the factors that cause someone to do that who isn't an infrastructure provider themselves? ROB: You know the funny thing about these cloud stories (And we're talking just the day after Amazon had a day-long outage.) is that even the cloud providers don't have you give up operation. You're still responsible for the ops. And for our customers, it's not like they can all just use Lambdas and API gateways. At the end of the day, they're actually doing multi-site distributed operations. And they have these estates that are actually it's more about how do I control distributed infrastructure as much as it is about repatriating. Now, we do a lot to help people repatriate. And they do that because they want more control. Cost savings is a significant component with this. You get into the 1000s of machines, and that's a big deal. Even at hundreds of machines, you can save a lot of money compared to what you get in cloud. And I think people get confused with it being an or choice. It really is an and choice. Our best customers are incredibly savvy cloud users. They want that dynamic, resilient very API-driven environment. And they're looking to bring that throughout the organization. And so those are the ones that get excited when they see what we've done because we spend a lot of time doing infrastructure as code and API-driven infrastructure. That's really what they want. CHAD: Cool. So, how long have you been working on RackN? When did you found it? ROB: [laughs] Oh my goodness. So RackN is seven years old. Digital Rebar, we consider it to be at its fourth generation, but those numbers actually count back before that. They go back to 2009. The founding team was actually at Dell together in the OpenStack heyday and even before the OpenStack heyday. And we were trying to ship clouds from the Dell Factory. And what we found was that every customer had this bespoke data center we've already talked about. And we couldn't write automation that would work customer to customer to customer. And it was driving us nuts. We're a software team, not a hardware team inside of Dell. And the idea that if I fixed something in the delivery or in their data center, and couldn't go back to their data center because it was different than what the next customer needed and the next customer needed, we knew that we would never have a community. It's very much about this community and reuse pattern. There's an interesting story that I picked up from SREcon actually where they were talking about the early days of boilers. This is going back a few centuries ago. But when they first started putting boilers into homes and buildings, there was no pattern, there was no standard. And everybody would basically hire a plumber or a heating architect. Heating architect was a thing. But you'd build a boiler and every one was custom, and every one was different. And no surprise, they blew up a lot, and they caused fires. And buildings were incredibly unsafe because they were working on high-pressure systems with no pattern. And it took regulation and laws and standards. And now nobody even thinks about it. You just take standard parts, and you connect them together in standard ways. And that creates actually a much more innovative system. You wouldn't want every house to be wired uniquely either. And so when we look at the state of automation today, we see it as this pre-industrial pre-standardization process and that companies are actually harmed and harming themselves because they don't have standards, and patterns, and practices that they can just roll and know they work. And so that philosophy started way back in 2009 with the first generation which was called Crowbar. Some of your audience might even remember this from the OpenStack days. It was the first OpenStack installer built around Chef. And it had all sorts of challenges in it, but it showed us the way. And then we iterated up to where Digital Rebar is today. Really fully infrastructure as code, building infrastructure pipelines, and a lot of philosophical pieces we've learned along the way. CHAD: So you were at Dell working on this thing. How did you decide to leave Dell and start something new? ROB: Dell helped me with that decision. [laughs] So the challenge of being a software person inside of Dell especially at the time, Crowbar was open-source which did make it easier for us to say, "Hey, we want to part ways but keep the IP." And the funny thing is there's not a scrap of Crowbar in Digital Rebar except one or two naming conventions that we pulled forward and the nod of the name, that Rebar is a nod to Crowbar. But what happened was Dell when it went private, really did actually double down on the hardware and the more enterprise packaged things. They didn't want to invest in DevOps and that conversation that you need to have with your customers on how they operate, the infrastructure you sold them. And that made Dell not a very good place for me and the team. And so we left Dell, looked at the opportunity to take what we'd been building with Crowbar and then make it into a product. That's been a long journey. CHAD: Now, did you bootstrap, or did you take investment? ROB: We took [laughs] a little bit of investment. We raised some seed funding. Certainly not what was in hindsight was going to be sufficient for us to do it. But we thought at the time that we had something that was much more product-ready for customers than it was. CHAD: And what was the challenge that you found? What was the surprise there that it wasn't as ready as you thought? ROB: So what we've learned in our space specifically...and there are some things that I think apply to everybody, and there are some things that you might be able to throw on the floor and ignore. I was a big fan of Minimum Viable Product. And it turned out that the MVP strategy was not at all workable with customers in data centers. Our product is for people running production data centers. And nobody's going to put in software to run a data center that is MVP. It has to be resilient. It has to be robust. It has to be simple enough that they can understand it and solve some core problems, which is still sort of an MVP idea. But it can't be oops. [laughs] You can't have a lot of oops moments when you're dealing with enterprise infrastructure automation software. It has to work. And importantly, and as a design note, this has been a lesson for us. If it does break, it has to break in very transparent, obvious ways. And I can't emphasize that enough. There's so much that when we build it, we come back and like, was it obvious that it broke? Is it obvious that it broke in a way that you can fix? CHAD: And it's part of the culture too to do detailed post mortems with explanations and be as transparent as possible or at least find the root cause so that you can address it. That's part of the culture of the space too, right? ROB: You'd like to hope so. [laughs] CHAD: Okay. [laughs] In my experience, that's the culture of the space. ROB: You're looking more at a developer experience. But even with a developer, you've got to be in a post mortem or something. And it's like everybody's pointing to the person to the left and the right sort of by human nature. You don't walk into that room assuming that it was your fault, and you should, but that's not how it usually is approached. And what we find in the ops space, and I would tell people to work around this pattern if they can, is that if you're the thing doing the automation, you're always the first cause of the problem. So we run into situations where we're doing a configuration, and we find a vendor bug or a glitch or there's something, and we found it. It's our problem whether we were the cause or not. And that's super hard. I think that people on every side of any type of issue need to look through and figure out what the...the blameless post mortem is a really important piece in all this. At the end of the day, it's always a human system that made a mistake or has something like that. But it's not as simple as the thing that told you the bad news that the messenger was at fault. And there's a system design element to that. That's what we're talking about here is that when you're exposing errors or when something's not behaving the way you expect, our philosophy is to stop. And we've had some very contentious arguments with customers who were like, "Just retry until it fixes itself," or vendors who were like, "Yeah, if you retry that thing three times, [laughs] then it'll magically go away." And we're like, that's not good behavior. Fix the problem. It actually took us years to put a retry element into the tasks so that you can say, yeah, this does need three retries. Just go do it. We've resisted for a long time for this reason. CHAD: So you head out into the market. And did you get initial customers, or was there so much resistance to the product that you had that you struggled to get even first customers? ROB: We had first customers. We had a nice body of code. The problem is actually pretty well understood even by our customers. And so it wasn't hard for them to get a trial going. So we actually had a very profitable customer doing...it was in object storage, public object storage space. And they were installing us. They wanted to move us into all their data centers. But for it to work, we ended up having an engineer who basically did consulting and worked with them for the better part of six months and built a whole bunch of stuff, got it working. They could plug in servers, and everything would set itself up. And they could hit a button and reset all the servers, and they would talk to the switches. It was an amazing amount of automation. But, and this happens a lot, the person we'd been working with was an SRE. And when they went to turn it over to the admins in the ops team, they said, [laughs] "We can't operate. There's too much going on, too complex." And we'd actually recognized...and this is a really serious challenge. It's a challenge now that we're almost five years into the generation that came after that experience. And we recognized there was a problem. And that this wasn't going to create that repeatable experience that we were looking for if it took that much. At the same time, we had been building what is now Digital Rebar in this generation that was a single Golang binary. All the services were bundled into the system. So it listened on different ports but provide all the services, very easy to install, really, really simple. We literally stripped everything back to the basics and restarted. And we had this experience where we sat down with a customer who had...I'm going to take a second and tell the story because this is such a compelling story from a product experience. So we took our first product. We were in a bake-off with another bare metal focus provisioning at the time. And they were in a lab, and they set our stuff up. And they turned it on, and they provisioned. And they set up the competitor, and they turned it on and provisioned. And both products worked. Our product took 20 minutes to go through the cycle and the competitor took 3. And the customer came back and said, "I can't use this. I like your product bette…

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    404: My Goat with Neil Amrhein and Matt Erickson Dec 16, 2021
    Show notes

    Neal Amrhein is the founder and CEO and Matt Erickson is the CTO of My Goat. My Goat is a subscription mowing service for commercial properties. They use robotic mowers and elegant software tools to make turf care easy, convenient, and affordable. Follow Neal on LinkedIn. Follow Erik on LinkedIn. My Goat Follow MyGoat on Twitter, Facebook, LinkedIn, YouTube, or Instagram. Follow thoughtbot on Twitter, or LinkedIn. Become a Sponsor of Giant Robots! Transcript: CHAD: This is the Giant Robots Smashing Into Other Giant Robots Podcast, where we explore the design, development, and business of great products. I'm your host, Chad Pytel. And with me today is a couple of people from a company with actual robots. It's Neal Amrhein, the founder and CEO, and Matt Erickson, the CTO of My Goat. Gentlemen, thanks for joining me. So tell me more about this idea that you are robot-agnostic? Are you helping people choose the solution that's right for them? Or do you have go-to vendors? NEIL: We do. So my philosophy, having spent a number of years in technology selling hardware and even software solutions, is that one thing that my experience has held is that hardware gets better, faster, and cheaper. And for us to invest in a hardware platform or have customers invest in a hardware platform, I liken it to my early adoption of high-definition televisions where in 2003, I was one of those guys that spent $2,400 on a 42-inch Sony Wega TV. And now you can get a 70-inch with a lot more technology and so forth for about $300 at Costco. So my feeling about hardware is it gets better, faster, cheaper. It's really the software that makes the difference in terms of how you leverage it. So we engage about 6 to 12 different hardware manufacturers that make autonomous robots from robots that are 27 to 35 pounds up to 1,200 pounds and all different variations in between. And then, we extract the communication tools so that we can help our users who are formerly the groundskeepers become technology groundskeepers. And they are now interfacing with the concept of autonomous robots that are mowing commercial properties 24/7, which we would actually call maintaining versus mowing. So we use nighttime, you know, day, night, rain or shine. So that's why we're robot-agnostic and welcome the latest and greatest designers and developers of hardware. We've got some folks that are just totally focused on designing, and developing, and building awesome autonomous robotic mowers with solar panels or great things that are going out there. And we're the software platform that brings it all together. CHAD: I totally get what you're saying about the progress of hardware and wanting to be in the business of creating value on top of that. How do you make sure that you don't take on the business risk of one of the manufacturers just providing the solution that you're providing? NEIL: Chad, we don't look at a business risk if there's a manufacturer that's going and selling autonomous robotic mowers. We welcome that, in fact, because that helps us with the adoption process. The idea of having, you know, Roomba is the de facto vacuum cleaner that goes randomly in your house. But there are half a dozen other hardware devices and opportunities, and they're all selling it. It's really how are you managing that Roomba? Which is also the subscription component of the Netflix part of our business, which is that Roomba may be a shark next year. It may be something else the following year. For our customers, we select the best hardware for their particular property, whether it's a golf course. They may have an autonomous robot that's manufactured by XYZ for the tee box and another one for the fairway, and another one for the greens. They just pay a monthly subscription for access to the software to manage those particular hardware pieces and optimize that hardware. And that's something that Matt will talk a little bit about. But we really have taken the approach that robots are just like cars. They'll sit in your garage 20 hours out of the week, but they're actually effectively useful 168 hours a week. So how do we maximize that and utilize the hardware itself? And that's what our software does. And of course, with that, we share that information with our customers and our users to continue to make it more efficient. CHAD: Thanks, Neil. Matt, what does the software stack actually look like that you're all putting together? MATT: So we got to talk about the technology so Laravel, PHP, MySQL. We host in DigitalOcean. And we have a WordPress front end, but the back end is all Laravel PHP. CHAD: And so it's in the cloud for all the customers? MATT: Yes. CHAD: And then how do you communicate with the fleet? MATT: So we connect through APIs. The hardware generally has an API that can give us status updates at various intervals. So we aggregate that information back. And then, we present a web-based solution dashboard that includes different views. We can get into the different users and how we've tried to meet their needs and drive workflow for them. But at a high level, we've got some graphical dashboards. And we also have some very tactical workflows for the guys. We call them shepherds taking care of our goats on the ground. CHAD: I know that you said it's autonomous, but how do you communicate with the robots when you need to? Is it radio frequency locally, or is it cell phones? MATT: So the robots actually come with…they have both GPS and cellular connectivity. So we have pretty good real-time connectivity with the robots. So we can remotely control them. We can park them, or we can send them back to their charging stations, different features like that. You can adjust cutting height, things like that, remotely. We also use just text messaging, SMS for communicating with shepherds. It's kind of real-time feedback. So yeah, let me dig in a little bit, the autonomous idea of the robot. Yeah, we want them to be autonomous. And we work with our shepherds, groundskeepers so that each of the goats works in a pen, an area defined by that in the ground kind of like an invisible fence dog wire type thing. But basically, we work with the shepherds, and we have this training certification process. But basically, they can get that pen to an area where really what we shoot for about 72 hours of the robot should be able to operate autonomously within that pen for about three and a half days. And then shepherds will be instructed to move that robot to another pen for about three and a half days. Usually, one robot is taking care of…it ends up being about two and a half days. And that's kind of the way the software solution is driving that efficiency of people time as well as robot time. The robots can mow 24/7. They take care of the grass. They maintain it, as Neil mentioned earlier. So it's not throw the robot out once a week kind of thing. You have to change your thinking. A lot of what we deal with when we go to a robot solution over that traditional status quo mowing we really have to help people through that thought process of this is not how it used to be. It works differently. But yep, that's kind of the solution. CHAD: I feel like I need to ask, even though it's going to be a little bit of a tangent. MATT: [laughs] CHAD: How did you arrive at the name of My Goat and take the leap on a quirky name like that? NEIL: Yeah, it's a great question. [laughs] First of all, I think that I first saw one of these robots through a YouTube video about three and a half or four years ago. And you may or may not know this, Chad, but there are about 3 million of these things that have been sold since 1995. So this is not bleeding edge technology in any way, shape, or form. When I saw it on a YouTube video, it just kind of hit me that wow, these things are out there doing their thing day or night, rain or shine. And interestingly enough, the market, I guess the landscape market, the residential side, was somewhere in the neighborhood of $65 to $80 billion that we were targeting and looking at. And as far as the goats, I had talked to some early folks who were marketing folks, and we just settled on Goat. And then we put my on the front end of it. And before we knew it, we had My Goat. And as we've evolved from just a cool robot-centric organization that's using software, we've evolved into an organization that's really teaching shepherds how to become interactive with the goats. And it's taken a life of its own. The blades are called teeth. CHAD: [laughs] NEIL: And those are some of our…of course, the goats need to be brushed. They don't get washed, or they don't get sprayed down with water, but they get brushed. And there's the whole the operating system is the heart and all kinds of stuff that's been going on. CHAD: Well, I feel like with a name like My Goat, if you're not going to commit and carry that branding through to everything, what's the point? [laughter] NEIL: Right. Yes, it has taken a life of its own. And it's interesting. I don't know that it's the most catchy name for a software technology company. But it's certainly gotten some folks' attention, and it's helped. Let's put it this way: our marketing team really enjoys everything about what they can do with it. CHAD: Well, and there's something to having a brand and carrying that through in the naming that causes ideas to resonate with people and makes them special. At the end of the day, you're mowing lawns. And so making it special and communicating that you have something special, I think, is something that people can do regardless of what their product is thinking of ways of doing that. NEIL: Yeah. And I would add that I think the only pushback we've received on the name is probably from some of our high-end golf course users and prospects who don't want to turn their golf course into a goat track, so to speak. CHAD: [laughs] NEIL: But that's probably the extent of it. But overall, it's been well received without a doubt. And as we're focused on the software component of interacting with autonomous robots, our software development mentality and our vision is that it may be the same thing applied to 500 Roombas inside of a million square feet at a fulfillment center for Under Armour. And instead of having 50 people cleaning the floors, you may have five people managing 500. And how do they do that effectively and efficiently? So there's really a business-focused component of the vision that I've had for the business. And that's helped me, along with many others, to get us to where we are. MATT: I'm just going to jump in. You're right; the name sticks and people really adopt to the shepherd mentality. We get a lot of requests for shepherd crooks. [laughs] They all want a shepherd staff. CHAD: So along those lines, when people are considering working with you, what are some of the questions or concerns that they have about a solution? NEIL: Sure. So it's disruptive, Chad. I think I could probably start by saying the traditional way of maintaining or mowing commercial properties is that you have a big guy and a big machine, and how fast does it go? How much noise does it make? How many grass clippings get blown all over the place? You get in, and you get out. And then you start over. So in the state of Tennessee, where we are here, it's about 34 to 36 weeks of mowing a year. In Michigan, it's 17 to 22 weeks, depending on where you are. In South Florida, believe it or not, I know there are only 52 weeks, but they're mowing 56 to 58 times a year. So it's the frequency of going and mowing and blowing, right? CHAD: Mm-hmm. NEIL: We're changing that by saying, why be worried about the weather? Why would you be worried about darkness? Why would you be worried about noise regulations when you can have the grass maintained all the time? So that mentality of maintaining essentially two football fields a week up to three football fields a week with less than 35 minutes of labor. There is nothing in comparison. There's nothing you can compare with the traditional what we call the status quo to make that happen. So the labor efficiency and improvement in labor productivity is just the tip of the iceberg in terms of the cost savings and the financial payback. So because we are so disruptive, a lot of what we do, and a lot of the time we spend, and one of our core values is being educators. So back to your question about manufacturers selling their own proprietary hardware; absolutely, the more the merrier. We welcome. To me, the sign of success and progress is not the small city block that has one gas station but has four gas stations on the corner. It just now means there are cars that are driving around. And so, I embrace that level of competition. I believe iron sharpens iron. And folks who are traditionally in the landscape space who have made trimmers and blowers and chainsaws are now finding a little bit of competition with folks who are now solely focused on making unbelievably efficient autonomous robotic mowers, or cleaners, or robots in general, which is, again, we're not crashing giant robots although that's the name of your podcast. [laughter] We're not trying to crash them or break them. But it is certainly the foundation for where we are. MATT: Hey, Neil, you've got a good analogy. I think analogies help explain concepts. So you want to run through your airport analogy with the runways and the different airlines? NEIL: Yeah, I could share that with you. Thanks for reminding me. So my philosophy about…we sell subscriptions that are based upon a geography, Chad. CHAD: Size of geography, you mean? NEIL: Yeah, the size of the geography. So it's about a football field, give or take. Based upon some limitations with technology, we put invisible dog fences in the ground, and we charge our users, our subscribers by the particular pen or the number of pens, and then there's a ratio. So much like in an airport, we're not selling flights; we're selling runways. And those runways are accessible by all kinds of…you may have 30 terminals at the gates, and you may have five different airlines. And each of those airlines has a different brand and name, but they're using multiple hardware components. Those jets are maybe McDonnell Douglas, or maybe they're a Boeing or whatever it may be. All of that is fine by us. What we do is we have the software that runs the gates, the terminals. So you have Southwest in terminal two and Delta in terminal 32. And they're using our software to figure out how to get the baggage on the planes and get those planes off the ground so they can make money for their businesses. So we look at it that way. And that's kind of where our IP rests is in that spot in that place. And, again, there'll be other airlines, whether it's Allegiant or whomever buying more Boeing planes. But ultimately, they'll all need a runway, and the software that manages the process and the workflow is what we're focused on. CHAD: So, is the total cost of ownership of autonomous solution typically lower than what they are doing today? NEIL: It is, specifically, the labor improvement is generally about 3x in terms of improving the efficiency of the labor. So if you talk about an average groundskeeper who may be responsible for mowing, if it's a perfect day outside mowing nine acres a day and they are out there five days a week, they may have efficiencies of maybe up to 40 or 45 acres a week. With our solution, that is increased to about 135 to 145 acres a week where they can maintain about 70 mowers, 70 a…

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    403: Mission Control with Joe Ferris Dec 09, 2021
    Show notes

    Joe Ferris is thoughtbot's CTO and Managing Director of the thoughtbot DevOps and maintenance team known as Mission Control. Mission Control is our newest team doing DevOps Support, Maintenance, and SRE (Site Reliability Engineering). The goal of Mission Control, rather than building products or pairing with team members to improve their team like the rest of thoughtbot, is to support those teams and support other client teams in deploying and scaling applications. They have an on-call team and do more complex cloud build-outs with the goal being to empower and educate the teams that we work with so that they are more capable of working in those ecosystems on their own. Follow Joe on Twitter or LinkedIn. thoughtbot's Mission Control team Follow thoughtbot on Twitter or LinkedIn Become a Sponsor of Giant Robots! Transcript: CHAD: This is the Giant Robots Smashing Into Other Giant Robots Podcast, where we explore the design, development, and business of great products. I'm your host, Chad Pytel. And with me today is Joe Ferris, thoughtbot's CTO and Managing Director of the thoughtbot DevOps and maintenance team known as Mission Control. Joe, welcome back to the show. JOE: Thanks, Chad. It's been a while. CHAD: It has been a while. I think you were the first-ever guest, if I'm not mistaken. JOE: I believe that's right. We talked about null, I think. [laughter] CHAD: Yeah. And it would have been with Ben back when I was just a listener and maybe producer. So welcome back to the show. It's been a long time, and a lot has changed at thoughtbot over the years. I've been talking to each of the managing directors of the new teams, and I wanted to be sure to have you on. Why don't we take a little bit of a step back and talk about Mission Control? When we say DevOps and maintenance, what do we mean? And what does Mission Control do? JOE: Sure. Mission Control is our newest team doing DevOps support, and maintenance, and SRE. It came out of our experiments with DevOps a while ago now, almost two years coming up. Historically, thoughtbot has shied away from getting too much into DevOps. I think a lot of us had some unpleasant experiences earlier in our career around sysadmin tasks and expectations there. Not a lot of people have wanted to be on call historically. So we've heavily leveraged services like Heroku that take a lot of that burden away from you and avoided doing things like direct to AWS deployments or getting too involved with CI/CD pipelines that were particularly complex. But we've had clients over the years that have requested more interesting or more difficult deployments. And finally, we had one a couple of years ago, where we said, "All alright, let's just handle this instead of saying no or trying to outsource it." We thought it made sense for them. And after going through it, we came to the conclusion that it was actually pretty good that the ecosystem had evolved a lot and that it was a service worth offering. That began our journey into DevOps, so to speak. So we did some smart DevOps work for a variety of clients over the next year or so before we decided to form an official team doing this new kind of work, which is how we ended up with Mission control. The goal of Mission Control, rather than building products or pairing with team members to improve their team like the rest of thoughtbot, the goal of Mission Control is to support those teams and support other client teams in deploying and scaling their applications. And we have an on-call team. We will do more complex cloud build-outs. And our goal is to empower and educate the teams that we work with so that they are more capable of working in those ecosystems on their own. CHAD: You used the acronym SRE earlier in that little spiel. I'm not sure that everyone knows what that is. [laughs] So it stands for Site Reliability Engineer, right? JOE: That's right. And that's been newer for us. So DevOps is supposed to be the fusion of development and operations. But the operations world is really big. So similar to how everybody has problems getting people to be full-stack enough given the complexity of front end and back end, we have similar problems in design. We also have that problem in DevOps where both development and operations are huge, rich ecosystems. And so, having developers that are fully experienced at both is hard. So the path of least resistance, when you say are doing DevOps, is definitely just to do operations. And it's been a struggle for us to actually break down those silos and have teams work more on the operation side on their own. So one of the things that caught our eye with SRE was some of the built-in mechanisms for engaging with the team. The one-sentence pitch for SRE is that it is operations if you approach it like a software problem. It has these concepts of SLOs, Service Level Objectives, and error budgets, which is the amount of time you spent violating your SLO. And part of the process is getting buy-in from the entire team, from the stakeholders down to the developers and the operations team. And so, it provides a natural interaction point between the operations folks and the rest of the team because nobody wants to break the error budget. Once the error budget is exhausted, everybody has to stop building new features and focus on stability until the error budget is cut up again. So rather than having this unpleasant give or take where we're more coming from the operations side, and we're always pushing for more stability, and everybody else is coming from the product side, and they're always pushing for more features, SRE gives you this useful metric to have that conversation around where we're not always just pushing for more. We're trying to hit a specific goal that we've agreed on. And when we hit the goal, we know that we can keep full throttle moving out new features. CHAD: Now, is the SRE a developer who is also working on resolving errors before the budget is hit? JOE: Yeah, a Site Reliability Engineer is a developer. But that's actually not too different from other forms of DevOps. DevOps is supposed to be developers in general. When I say we built an operations team, even if you look at the work that we're doing, a lot of it is development work. We build scripts, and automations, and so on. We don't manually set up EC2 instances, and not everything is toil, even outside of SRE. But the idea in SRE is that somebody will be more integrated with the development team and make changes to not just the operational stack but also the development stack in service of reliability. I've heard it said that SRE is a particular implementation of DevOps. That makes sense to me. CHAD: Let's start back in the beginning because you made reference to the fact that historically, a lot of what we deploy was deployed to Heroku. And we did that because, for a lot of the applications that we're building, it made sense. It minimized the operational overhead of deployments. There is a point in some systems that you cross a line. Where do we see that line typically being where you need to start looking at something else? JOE: I think there can be a few different instigating factors. One of the fastest ways for somebody to want to move to AWS is if they have significant security concerns, particularly for healthcare applications. The security model is more straightforward in AWS to have better isolation. There are options on Heroku, but it requires going to a different Heroku platform using Shield. And you just don't get the same power you get in terms of network isolation models you get on AWS with your own VPC. So if you're already at the point where you want to start out with a VPC out of the gate and do that kind of isolation, my opinion is you may as well own it and go to AWS. So that's one reason. Another is if you start hitting scaling issues, Heroku is easier for the developers because it's simple and it's very streamlined. But doing complex deployments is difficult, which eliminates some of the options available to somebody doing something like SRE. So to give one example, one mechanism people can use to make it safer to deploy without potentially introducing bugs or performance degradations is a canary release where when you release, you put the new version out as the canary build. And you route maybe 5% of traffic to that, and you actually collect metrics on performance and error rates on the canary traffic versus the regular traffic. And then you have some period where you're in experiment mode, which varies depending on the level of stability you're looking to achieve. Once you're confident that the canary release didn't introduce a regression, then it gets promoted to the stable build, and you do that every time you deploy. I have no idea how you would do that on Heroku. CHAD: I think you'd have to do it at the application level. You'd have to do it with a feature flag system. And it would only be possible to do some of the things that you would be able to do if you're able to do the whole system. JOE: Right. And I guess you could do weighted random numbers to try and decide whether to canary or not. But one of the benefits of doing it outside the application is there's no way to make a mistake. So, for example, if you introduced a bug in your canary mechanism in the application or you forget to put it behind a feature flag, then you've now deployed to production, and you have an error. Whereas if it's managed by the CI/CD pipeline, you're just deploying a new version of the application. In Heroku land, that would mean you deploy the new slug as a canary build. In most other areas, it means you're deploying a container image. That's one example of why if you get to the point that you have a lot of traffic in production and you need to manage that traffic while continuing to release features, it can be helpful to work on a platform like AWS where you have a lot more deployment options. Another one is that SRE is heavily built on observability and metrics, which can be difficult to collect on Heroku. Some of that is just a matter of lineage. Like, the SRE community was built up around tools like Prometheus that are scrape-based. That means you need to have a special metrics endpoint exposed on all of your containers. In Heroku, there isn't a way to access any of your dynos directly except through the web router, and you can't control which one you get. So using Prometheus on Heroku is not really practical, which means you need to re-implement what everybody else has built for SRE using a different observability tool. And observability out of the box on Heroku it's easy to get set up, but it's more limited. So doing something like complex SLOs and setting up error budget dashboards and alerting is going to be a significant task. Versus on a platform like Kubernetes where it doesn't sound like it'll be easier, but it is because there are open-source tools that you can just deploy. CHAD: You mentioned Kubernetes. It's probably worth calling out that that's pretty much what we are using across the board, right? JOE: For our AWS and other cloud deployments, we have standardized largely on Kubernetes. We started out using simpler containerization platforms like ECS on AWS. But what we found is that the developer tooling is generally not particularly good because there's not enough community momentum behind any of those. And the open-source is limited versus something like Kubernetes there's a massive open-source community. There is a ton of different tooling that people build that's available for developers and for DevOps. And for these things like SRE, you can use almost entirely open-source software to build out all of the interesting parts of that and deploy that. So what we've been building is basically an SRE Platform as a Service where we collect these open-source components. We deploy them to a managed Kubernetes cluster. And then, applications can immediately start exposing metrics to Prometheus and defining SLOs. CHAD: So much in the same way where we talked about some of the boundaries where it starts to make sense to not be on Heroku, what are some of the boundaries that teams hit where it makes sense to start thinking about SRE or even just having someone on the team that's focused on that kind of work? JOE: I think as soon as people start hitting their first scaling challenges. So for an MVP where you're validating a product where you don't actually have production traffic yet, I don't think it makes sense. And I also think I would avoid deploying to something like Kubernetes if you can help it for an MVP. But for anybody who has scaling concerns, SRE is a very useful mindset. And the sooner you start adopting it, the sooner you'll start to build an application that's made to scale. It can be very difficult to put out those fires while something is not on a platform where you have many options, and nobody has been thinking about observability. It means that you need to be guessing at how to put out the fire as well as simultaneously introducing metrics and potentially planning a cloud migration. So I think as soon as you start feeling nervous about deploying to production or as soon as you notice that you're spending a lot of time working on performance, it makes sense to bring in SRE. I also think anybody that needs to provide an SLA should for sure implement SRE. It can be used to measure whether or not you're on track to hit an SLA because you basically set SLOs that are stricter than your SLA, and you make sure that you meet it. CHAD: Is there a way that existing teams can layer on some of the SRE activities without having full-time SRE people? JOE: I think you can have a team member who does development that also acts as the SRE. If you have a small team, I could see the commitment to it being daunting. I think that could be one good reason to bring in outside specialists if you're not at the point where you can afford to have a full-time SRE in-house. Working with a team that can provide an SRE on-demand like Mission Control could be valuable. CHAD: I didn't realize that that was going to be a perfect segue into part of the value proposition of Mission Control [laughter] when I asked the question. But I guess that's a really good point. That is part of what we're helping people do is monthly contracts that provide this to them, even if their team can't do it 100% of the time. JOE: Right, except for pretty large teams. I don't think it makes sense for them to hire a full-time SRE. It's much easier to work with a team like ours that has the experience and has more than one person. Even if you do hire a full-time SRE, you will only have one. So if they go on vacation, or if they get sick, or if it's in the middle of the night, then do you still have an SRE? I think that's one of the benefits of working with a team. CHAD: And that's been interesting with Mission Control because we introduced Mission Control and made it a formal thing at the same time as going entirely remote. And it's interesting how doing that freed us up in terms of being able to commit to building a different kind of team. It doesn't necessarily need to be on call after hours if we're going to have an entirely remote team. We can have people on that team that span different time zones. And so, from a thoughtbot perspective, it's interesting how those things went hand in hand for us. JOE: Yes, it's been immensely helpful for Mission Control, in particular, to be fully remote. There are a lot of options that wouldn…

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    402: Lift Off with Emily Bahna Dec 02, 2021
    Show notes

    Emily Bahna a Managing Director at thoughtbot who leads the Lift Off team, where they focus on really leaning into the core of the company. The team works with new founders to launch new products or they work with existing companies that want to build out a new service or open up a new area to generate revenue for their business. But, the thing that ties Lift Off together, is that they start at ground zero to build upon an idea and actually build the first version product to get it out live into the marketplace. Follow Emily on Twitter or LinkedIn. thoughtbot's Lift Off team Follow thoughtbot on Twitter or LinkedIn Become a Sponsor of Giant Robots! Transcript: CHAD: This is the Giant Robots Smashing Into Other Giant Robots Podcast where we explore the design, development, and business of great products. I'm your host, Chad Pytel. And with me today is Emily Bahna, Managing Director of thoughtbot's Lift Off team. Emily, thanks for joining me. EMILY: Thank you. CHAD: So at this point, we've talked with a few of the different managing directors at thoughtbot about their teams. And Lift Off is one of the largest teams that we have. And so what is it that Lift Off actually does? EMILY: Lift Off is focused in on really leaning into the core of thoughtbot. We work with new founders launching new products or work with existing companies that want to build out a new service or open up a new area to generate revenue for their business. But I think the thing that ties Lift Off together is that we are starting at ground zero building upon an idea and actually building the first version product and getting it out into the marketplace. CHAD: And oftentimes, those are pretty significant endeavors. The last episode that came out was with Dawn at Ignite who is more on the validation, early stage, getting things that are fairly straightforward into market as quickly as possible usually in a matter of months. But Lift Off the endeavors are usually quite a bit more significant than that, right? EMILY: Yeah. I would say that the difference between validation...we're beyond the stage of validation. We're working with clients who are ready to build a foundation. They really need to put in the infrastructure that's going to take their product and get it ready to scale into the future. So they really need to make that investment into the longer-term strategy. They need to know what's realistic to build first. But they also have to keep an eye on the long road ahead of building something that can be something that can set out to grow down the road as well. CHAD: I guess another way of putting it is that Ignite often works with brand new teams, brand new companies creating something for the first time. And Lift Off typically works with existing companies who have existing significant revenue who want to do something new, either a new business or a new product, or maybe they have an existing web product and they're going into mobile for the first time. That's another way of putting it, right? EMILY: It could be. I think that when people are ready to move into the Lift Off space, it's about having the investment, the right kind of funding to move in that direction. Sometimes we do work with new founders that have a significant amount of funding, but a lot of times it is folks that are at the enterprise level that are building a new service line. They've got validation and market research already done. And they're building out a completely new line of business that they need to explore and set a new foundation in place. CHAD: Do you have some examples of clients that have been projects of Lift Off? EMILY: Yeah. We've been doing a lot of really interesting work in the health tech space, a lot of interest in improving patient experience. So we worked with a company called Relias in terms of moving them into a new service line that they'd never been in before, really focusing on improving patient care for therapists, physical therapy therapists. We've also worked with an organization called Groups Recover Together, building out a mobile application for an organization that helps people recover from substance abuse. And we also are working with an organization called Airrosti. That is also an organization that helps in the physical therapy space, so improving patient exercises or rehabilitation through an improved mobile experience, virtual experience to improve overall patient outcomes. CHAD: I think it's not a coincidence that a lot of the projects that we work on in Lift Off are in the health tech space because that combination of...like you were saying, a lot of what Lift Off does is really build products that are complex and that are going to scale and have a certain scale fairly quickly and need to really think about more of a platform that's going to be iterated upon into the future. And once you get into a highly regulated industry like health or finance or something, there are so many factors at play, especially if you're an existing business going into that. There's lots to consider. The projects are more complex. And so having a team of people that are focused on working in that kind of environment and know the challenges of doing that and an integrated design and development team who's comfortable operating in that space, I think that that's why it's not a coincidence. EMILY: Yeah. I think there's also a lot of great energy in that space right now to move it to the next level. And to be honest, the pandemic really accelerated the need for improvements in patient engagement and allowing therapists or physicians to be able to care for patients in a virtual setting. It also is true not just in health tech, but as you mentioned, we've been actively working with a lot of FinTech companies as well, building out mobile experiences for companies that are helping people get out of debt or working in even some of these new areas like cryptocurrency and things that are changing pretty rapidly in the marketplace and being able to respond to that. But kind of working in a really complex environment some particular industries that have specific compliance security needs in order to be able to serve their customers in a safe way. So working through a lot of those challenges is what's really important and having a team that can navigate through those levels of complexity. CHAD: I've talked with the other managing directors about the benefits of our new focus teams and how working on a similar project allows the team members to focus. The other aspect of it is there are parts of what we did under the studio model. And it may have been like there'd be one Lift Off project within...I think we should mention that you used to be the Managing Director of the Durham Studio. And it was a relatively small team working with local clients. And so you may only have one of these kinds of clients a year or maybe even less. And so building up an expertise but also meeting the needs of those particular clients there wasn't enough work there, for example, to hire someone with a specific skill set or knowledge if it's only going to be few and far between. And that's been true in Lift Off because we used to, at thoughtbot, not really have product managers. Everyone was designers and developers. And that was because only a subset of our projects really needed a product manager at the table. For the most part, a lot of those smaller projects or the boost-style projects are just developers or designers working directly with a stakeholder. And so, within Lift Off, we've built a product management practice because of that specialized need within these kinds of projects, right? EMILY: Yeah, I think just like you said, the ability to really focus in on the first version product is looking at ways that we could improve our process there and provide more support that's really needed for these kinds of engagements. So what we have seen with the more complex MVPs is a lot of these clients need reliability. They need to know that what they're building is the...They need to have more support in terms of the management of that, having someone who's dedicated to being able to straddle between the business objectives and working with the team navigating some of these more complex compliance issues, security issues, and keeping that on track. Also, we've been leaning into improving our practices around defining what first version product is. We've been using design sprints to really help align both business owners and the team to determine what are the biggest risk factors? How do we define what we're actually going to build and start building that roadmap? And we've been leaning into those best practices and actually improving upon it. And so we've looked at that and built out a discovery sprint that is not just a week-long but really extends that out to about three weeks to give us more time to do more user research, dive a little deeper through the design sprint exercises, but then bring in engineering, bringing an interdisciplinary team to look at the problem from both a product management point of view, a design point of view, and a development point of view to really determine the first version product roadmap and give more clarity to our clients and a clearer sense of what we can accomplish in the first. CHAD: I can speak to this firsthand because I was advising and working on a project that started before we reorganized into teams and effectively playing that role. But as the project went on, not that we did a terrible job, but it became overwhelming for me with my other responsibilities and spending a couple of days a week. A couple of days a week is sufficient on a smaller project, but on a much larger project, it's essentially a full-time job to do all of that work. [chuckles] And I just didn't have enough time to be able to do that, let alone then provide a real active management of the roadmap six-plus months out. So a very lightweight process with not a lot of definition works when that period is then over in 6 to 12 weeks, and you have something [chuckles] in the market. When you're trying to plan and trying to coordinate work and trying to give clarity around a product and everything that's six-plus months out, it's a whole nother ball game. And it requires a whole nother level of effort, and the clients want that. And so being able to give it to them not only makes them more successful and more confident and feeling like they have that reliability, but it also then puts our team in a better supported set up for success and that kind of thing because they have what they need, and the client has what they need. And everyone's able to really come together and collaborate on building and launching a great product. EMILY: Yeah. I think we're always looking at ways that we can improve our process, and as we are taking on more of the complex projects recognizing the need for this role. What's really exciting is the interest in the product management role. It’s been an opportunity for our team members. We've had two senior developers who've wanted to move into that role. And it's been an amazing transformation of with them, similar to you, having that background, the hands-on background of understanding what it means to be a developer on a project but then being able to transition to a different role on the project and get more involved on the business side of things. But that's been extraordinarily successful in making that transition and providing the support that the team needs in order to be successful. So in some ways, it's like we were trying to do that job without really defining it. But now that it's been defined, just recognizing the value that that role plays on these types of projects and seeing the opportunity to even improve it. CHAD: I wanted to tell you all about something I've been working on quietly for the past year or so, and that's AgencyU. AgencyU is a membership-based program where I work one on one with a small group of agency founders and leaders toward their business goals. We do one on one coaching sessions and also monthly group meetings. We start with goal setting, advice, and problem-solving based on my experiences over the last 18 years of running thoughtbot. As we progress as a group, we all get to know each other more. And many of the AgencyU members are now working on client projects together and even referring work to each other. Whether you're struggling to grow an agency, taking it to the next level and having growing pains, or a solo founder who just needs someone to talk to, in my 18 years of leading and growing thoughtbot, I've seen and learned from a lot of different situations, and I'd be happy to work with you. Learn more and sign up today at thoughtbot.com/agencyu. That's A-G-E-N-C-Y, the letter U. So we have a bunch of positions open in Lift Off. But product management is one of those positions that we're looking for people, right? EMILY: Yeah. We are actually opening up a position for Director of Product Management because the role is so critical to the work that we're doing, just like...I feel like we're extending our design and development model but then adding this third tier of product management, which is just as important in terms of the team that works best for these types of projects. It's having that interdisciplinary core of product management, design, and development working together for new products. A lot of it is really having that high-level oversight, the business strategy integrated in with the folks that can specialize in the development and the design piece. Having to look at the problem from those three different points of view just provides a level of reliability for clients that they just can't get with a single point of view. CHAD: What is the size of the product management team now? EMILY: Right now? Let's see. I think we've got about five. We have four or five active product managers right now. CHAD: So tell us more about the ideal Director of Product Management. What do you think that they would be? Able to lead a team that size while also evolving our product management process and doing product management themselves? EMILY: Yeah. I think I'm bringing in somebody who can help us improve our product management process specifically for first version products and really looking at it, and really shaping it, and pulling in the best practices, and really shaping it for the clients that we have I think is one thing I'm looking for the director to do. I'm also looking at the director to upskill our team. Like I said, there are a lot of folks like developers and designers that are actually interested in moving into that role and building up a potential career pathway for folks that may want to move into that area and to ensure that they are successful with that. And then growing the team, we are hoping to be able to...I think we've got five active projects right now, so being able to grow our projects and to grow the team so that we can support those kinds of projects on an ongoing basis. So really extending that out and then working collaboratively with our design and development directors to look at how we can collectively put together best practices around first version products. CHAD: Awesome. Well, what's on your radar now? What's next for Lift Off besides hiring a Director of Product Management? EMILY: [laughs] That's definitely number one. I think what is up next is really focusing in on teamwork. How do we work collectively as a team? Are there ways to improve our process to better serve our clients? We've done a lot…

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    401: thoughtbot Ignite with Dawn Delatte Nov 18, 2021
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    Dawn Delatte a Designer and Managing Director at thoughtbot who leads the Ignite team, where they focus primarily on validating and launching early-stage products through design-thinking, business and product strategy, and iterative design and development. Dawn works collaboratively with designers and developers to ensure they add value to the people and products thoughtbot works with every day. Follow Dawn on Twitter or LinkedIn. Visit her website at dawndelatte.com. thoughtbot's Ignite team Follow thoughtbot on Twitter or LinkedIn Become a Sponsor of Giant Robots! Transcript: CHAD: This is the Giant Robots Smashing Into Other Giant Robots Podcast, where we explore the design, development, and business of great products. I'm your host, Chad Pytel. And with me today is Dawn Delatte, Managing Director of the thoughtbot Ignite team. Dawn, thanks for joining me. DAWN: Hi, thanks for having me. CHAD: Ignite is one of the examples I always use when I talk about why we split up into teams the way that we did and what the benefits are, Dawn. So why don't you tell people what Ignite actually does? DAWN: Cool. So the Ignite team we work with entrepreneurs, and non-technical startup founders, in some cases, experienced startup founders, as well as innovation teams within existing organizations. And we work with them to validate their product ideas and deliver very initial versions of their products to continue that validation process. We provide all kinds of services around that from a validation perspective. We use product sprint methodology to understand the opportunity, understand the market, the problem, come up with solutions, all those things to arrive at some ideas and some solutions that we can then quickly prototype and then test with target users depending on who we've decided their customer is or who they've decided their customer is. And that's very high level. I'm happy to get into more detail about what our discovery sprints are like. But after that, then we would go into, like I said, continued validation but through actual product launches. So sometimes that looks like proof of concepts, sometimes that's first MVPs. But either way, we focus on a set of goals, and that could be a certain number of users onboarded to the platform. It could be getting that next round of investment funding. But it's pretty straightforward, not a whole lot of complexity, and focused on getting a product and company to that next best stage. CHAD: One of the reasons why I use Ignite is that it's on one end of the spectrum. It's at the extreme end of the spectrum. Last week, I talked to Josh, who's on the other end of Boost, where we're working on existing products with existing teams. And Ignite is all the way on the other side, which is sometimes we are not even writing any code at all; we're just validating an idea. The work that Ignite does has always been a very important part of what thoughtbot does. But it's a big challenge to go from a product where maybe you have hundreds of thousands or millions of users and a large team, and you're doing development as a developer or designer, maybe it's healthcare or something super complex, and then to the next week where you're working on something that is going to get into market very quickly, maybe is totally unproven. The things you need to do in that environment and the way that you need to work can be a little bit different. And so allowing the thoughtbot designers and developers to focus on the particular needs of the Ignite-type clients I think we have seen, and I think we'll continue to see it as people even get more used to it, it has a direct benefit to our clients as well The best thing might not always be to write a Rails app. But if you take a developer who was on a Rails app on Friday or Thursday, and then they start on a new project on Monday, chances are they're expecting to write a Rails app. DAWN: That's a really important observation and distinction about what our developers do compared to other developers at thoughtbot. I've always said that selling any kind of project or working with new clients with any type of project, whether it's very early stage or that enterprise client that we all wear our product consulting hats, or we're product consultants first, and then we have our toolkit. But I think that is the most true, at least from my experience, in the Ignite team. And we've even talked about and, in some cases, have been able to blur the lines even more between designers and developers because first and foremost, you're coming to the problems thinking about it exactly how you're talking about. Like, what is it going to take to make this product launch successful? It might not involve writing very much code. And we might not discover that until after we've been working together for a couple of weeks and started to validate some of the ideas we have. And so, being able to have that adaptability and really focus on the consulting and strategy aspect of things is super important. CHAD: So if there is a typical or Ignite client that we're working with, what does it look like? DAWN: I would say a typical...so who we've engaged the most with are non-technical founders and entrepreneurs. And I say non-technical but what I really mean is they haven't had the experience of launching a product and going through that process. CHAD: A digital product. DAWN: Yeah, a digital product. So for lack of a better way to describe them, non-technical because there's a lot of work involved in helping them understand product strategy and technical architecting and everything that happens in between. So that's who we've been able to work with primarily while we've also worked with other types of clients. CHAD: What is typically the first step with clients? At what stage are they at, and what is the first step that we're taking them through? DAWN: The sales process is a little bit different. We're not talking about requirements. And we're not exactly talking about what the end product looks like. If the conversation is going that way, we're usually trying to bring it back a little bit and keep things more high level just to make sure that we have a really good sense of what it is that we should try to do. So the sales process is we're already starting to dig into validation processes and making sure that our clients are able to define their customers and define the problem, and have started to think about their value proposition from a business perspective, and have made other considerations that through all of our experience, all the years that we have experience with shipping products, make sure that the client understands at least at a very high level what the big components for success are going to be. And if they haven't started to make decisions about those things, that they know that we can help them do that. So that conversation is already starting in the sales process, which is great because we can get the team involved, and everybody starts wrapping their head around the problem. And by the time that we actually kick off the project, we're really excited because we all are ready, and we have ideas for what we can do together. But the first stage is usually always what we call a discovery sprint. So we've been doing Product Design Sprints for a long time at thoughtbot. And we've always been iterative with everything we do. But with Product Design Sprints, especially because every single one of them is unique, you have to figure out either what exercises you're going to do that make the most sense for this client in this project. We had, I guess a bigger iteration of the Product Design Sprint as a whole. And we've moved into this concept of a discovery sprint or a discovery phase. And it allows us to do a couple of things. So the Product Design Sprint was largely modeled after the Google Ventures Sprint, which is this intensive five-day process where you quickly understand the problem, come up with some solutions together, prototype, and test within five days. We've elongated that process a little bit. So we definitely do two weeks, sometimes four if there's a lot to uncover and make sure we understand about the market before we start writing code or before we start doing the next phase of work together. And we kick off with a lot of the same processes. So like I keep saying, making sure you understand the problem, making sure you've defined the customer, the opportunities. In some cases, at least with our clients, we're actually doing lean model canvas work because our clients haven't always thought through how they're going to make money off of this product and what their competitive landscape looks like and things like that. We incorporate a lot of that business strategy into the product strategy work that we're doing during this phase. But yeah, the first week of a discovery sprint is usually those kinds of exercises, working together through all this institutional knowledge that the client might have. Because usually, they're experiencing this problem or they've been in this industry,and they know what the problems of their customers have, and so they can talk a lot about it. And then, we move into some of the more traditional Product Design Sprint phases, so diverge exercises, converge exercises that help us to come up with a bunch of ideas for what the product should be or should do. And then decide as a group which ones are the strongest so that we can move into prototyping. We prototype. We test with either existing customers in this space, or we get anonymous users based on certain demographics that are important to validate the concept with, and then we test. And then, we do that iteratively throughout the process to make sure that we're capturing as much data as we can to feel confident about how validation is going. Or, in some cases, it might make sense for us to think about the next phase of validation actually being more like a proof of concept. And so we can jump into that really quickly depending on how validation is going. A lot of times, at the end of discovery spreads, we've incorporated some technical planning and architecting into the process. Sometimes we have to validate that the launch approach is going to work from a technical perspective. And so that's the kind of research that our developer would be doing in this process. And by the end of this phase, we have a presentation of our findings, an architectural diagram if that's where we're leaning or where we would recommend the next stage go. We would present all that information and make a decision. Sometimes we invalidate. We largely invalidate some of the ideas that we came up with, and we have to go back to the drawing board. CHAD: Have we worked with any clients recently that had a major invalidation where they really needed to go back to the drawing board based on what we learned with the whole concept? DAWN: We did have a client that we worked with this year that we didn't invalidate things during the sprint but not far into the product build, we realized that we were going to need some other infrastructure in place in order for that product to be successful. So we actually did a more traditional Product Design Sprint with this client. Part of the reasoning was…, and this product idea was in the real estate space. [chuckles] The idea was to open up the market a little bit by...I don't want to say eliminating, but I guess, in a way eliminating certain aspects of what a realtor might do in the process of buying and selling real estate. It is possible to knock on somebody's door and ask them if you can buy their house, and then the transaction is facilitated through a realtor. But this would open up the possibility of this happening digitally through a product. So there’s certain data that you can pull from real estate sites out there that let you know certain things about a property. And this is public information; anybody can find it. And the concept was to have homeowners who might potentially be interested in selling their properties be on the platform and have their homes be available to anybody that might be looking or vice versa. Like, someone who's buying could get on the platform and see what kind of homes are in their area; maybe they have a particular area that they want to buy in and essentially cut out the realtor in that they could go directly to the property owner and inquire about their home or see if they might be interested in selling it. So that was, at a high level, the product idea. We did a more traditional sprint with them because the client was obviously very familiar with this space and really understood the opportunity well. And there are not a lot of competitors in this space in the U.S., at least. Our goal was ultimately to get to a plan for MVP. And so we spent time validating the user experience and at a high level, making sure that we were confident and moving forward with everything. And we felt like we got validation for that. And we got started on the project, and we realized there's actually a lot to this space. It's very heavily...if not regulated, there are all sorts of processes in place that require very specific people and roles to accomplish different things and facilitate the process. It's also because of the role that a realtor has played for so long. People aren't very educated on what this process could be like, buying and selling homes, especially with a direct transaction. And so there was way more to uncover and to understand and to work through on the business side than we had initially anticipated. And so we decided to quickly bring in somebody to focus on product strategy while we were also iteratively working through an MVP launch. So we decided to test as often as we can and constantly be working through on a weekly basis what it was that we were building, making sure that that aligned with what we were learning in real-time, essentially. The product strategist came on and started to continue some of the competitor research that we had started in the Product Design Sprints really try to understand the market and try to work very directly with the clients who were both in real estate to quickly make decisions about the direction that we were going in while we were also iterating on this product idea. About halfway through, which is standard to Ignite a 12 to 16-week MVP launch, so about halfway through at about six weeks in, we decided that we needed to continue validating with a working prototype as opposed to continuing to chug along until we got to MVP launch and just see what happened. That was feeling too risky as we were learning more and more about the market. So I wouldn't say we invalidated anything, but as we continued to validate and as we started to build iteratively realized that we needed to spend a lot more time on validating the product idea and that it made sense to do that with a working product. And so, we pivoted in that way once we had started building. CHAD: Yeah, that's cool. I often say that it's fairly rare that we completely invalidate the core of someone's idea. But it's not at all rare that it changes based on what everyone is learning along the way, whether that be in a Product Design Sprint or discovery sprint. And I think that's one of the things that not only does it make products more successful because you're reducing risk and you're changing them based on the things that you'll learn, but I also think it leads to the working environment that I want to be a part of where it's very collaborative; everyone'…

    Full show notes at the publisher

    400: Launchpad II with Kirsten Hurley Nov 04, 2021
    Show notes

    Chad interviews Kirsten Hurley, Managing Director of thoughtbot's Launchpad II team. The Launchpad II team covers the EMEA area: that's Europe, the Middle East, and Africa. She talks about working remotely for almost the entire time she's worked with the company, her approach to talking with potential customers when she knows she's never going to meet them in person, and what she sees happening to the different geographies that thoughtbot is selling and expanding into. Follow thoughtbot on Twitter or LinkedIn Follow Kirsten on LinkedIn Become a Sponsor of Giant Robots! Transcript: CHAD: This is the Giant Robots Smashing Into Other Giant Robots Podcast where we explore the design, development, and business of great products. I'm your host, Chad Pytel. And with me today is Kirsten Hurley, Managing Director of thoughtbot's Launchpad II team. Kirsten, thanks for joining me. KIRSTEN: Thanks for having me on, Chad. CHAD: So I've now talked with a few managing directors at thoughtbot about the new team that they're leading. So I think listeners are probably expecting what's coming next which is, you know, why don't you give people a little bit of an overview of what the Launchpad II team, which has a slightly different name than the other teams we've talked to so far, do? KIRSTEN: Sure. So I guess maybe to remind some folks, so Launchpad I refers to the Americas. So you've already spoken to a few of the managing directors who head up different teams across the Americas. You have different propositions. Over in Launchpad II, which historically was the London studio when we were working in a physical office environment, we are a smaller team than everyone else who was based over in the Americas. So we didn't quite scale out to be able to have individual teams working on particular propositions. But I think what the team had been successfully doing anyway was working across everything. And we still do work on Ignite-style projects, Lift Off, and Boost engagements as well. So yeah, that's where we've got to. And I think maybe the changes for us is that since we've gone to fully remote working and officially called ourselves the EMEA Launchpad II team, we've started hiring folks from further afield, which is really exciting for me. CHAD: So not everyone may be familiar with the acronym, although it's fairly common, EMEA. So what regions does that actually cover? KIRSTEN: [laughs] Sorry. So that's Europe, the Middle East, and Africa. And I should say we were already working with clients pretty much fully across the region anyway. It was just never really official. But I think the more global terminology is Europe, the Middle East, and Africa or EMEA. But because we're thoughtbot and we like to do things a little bit...well, we like to own our things. So we've called it Launchpad II to go with the rocket theme that we had in our rebranding. What was that? The end of last year I think we came up with it all. CHAD: Yeah. So what has it been like to go from a team of people that were...[laughs] actually, as I ask this question I realized that you joined a week before the pandemic started, and we had to go remote. So I was going to ask you what it was like to go from a team of people that were going to a studio every day all based in London to a remote team. [laughs] But you never really experienced the alternative. KIRSTEN: [laughs] No. I think the most time I spent with the team as a whole was actually in my interview process [laughs] before I even started in person I should say. That was a pretty interesting week. You had flown over from Boston [chuckles] to spend some time getting me all set up and running. And I think it was the Wednesday where you and I had a bit of a chat, and we were concerned about this virus that was going around and the duty of care that we actually had to our teams across the world from a point of view of them commuting to work, and it didn't feel right. And so I think we made the decision that day that from the following week, everyone would start working from home. And I think we thought it would just be for a few weeks, and we'd see how it went. So yeah, it was interesting for sure. [laughs] CHAD: Right. And I remember what happened is I went to...I usually leave on a Friday when I visit, but a few of us, I think, went to a pub or something on...we were planning on doing that on Friday. So I was going to leave on Saturday morning, and I did. But I woke up on Saturday morning ready to catch my flight to the news that the U.S. had shut down all flights from the UK or from Europe, was what the headline said. And I was like, oh no, [laughter] I might be stuck here. And then when you actually read the article, it said actually the UK is exempt and also U.S. citizens were exempt, so they can get back. I remember waking up that morning and having a fright that I was going to be stuck there and made it back safely, thankfully. So the U.S. then went remote that following week if I remember the timeline right. It was an interesting time. And like you said, we thought it was going to be temporary, relatively short, but it wasn't. And then, at the end of last year, we decided that we would be going completely fully remote, and that was pretty exciting. I think for folks, it was obviously...unexpected is probably the wrong word because we couldn't be in person anyway. But it wasn't what people were necessarily expecting when they joined thoughtbot. People join because we often, or at least they have the expectation that we're in an office together. But it's been exciting for Launchpad II because it means that you can now and are hiring people much differently and further afield than you were in the past, right? KIRSTEN: Yeah, and even actually working with partners further afield as well. So we have some great partnerships still in the UK but actually working with some of your cohorts from AgencyU, your coaching program, Subvisual over in Portugal, and a couple of others as well. That's been really great to work with those teams as well. CHAD: Having come into a new team as in a leadership position and being, basically as we've said, entirely remote almost from day one, how has that been for you? KIRSTEN: Certainly, it wasn't the plan. [laughs] So I think my last few roles were very much working based in an office. And so my background is commercial and sales, account management. And I was very used to building rapport with teams and clients in person. So I had joined thoughtbot and joined the London studio as it was then but Launchpad II with a remit to grow the business. So I think you had been looking after the team for about a year, giving us a great foundation to then really grow. And coming in, this black swan event had happened in the world, so the priorities changed overnight. And it was okay; how do I keep this team safe? Is everyone set up to be successful in their role? And also our existing clients and our existing projects, are they supported in the right way? This is a shock to them as well. I think, at thoughtbot, we're very lucky that from a point of view of asynchronous communication and remote working practices, being a global company, it wasn't such a shock to the system, but for some of our clients, it was. So we had to make sure that they were supported. And in some cases, we showed them what good looks like. But rather than focusing on new business and growing straight away, it was really a period of stabilization, I would say, for about three to six months while everyone got used to what was an evolving situation, but we came through it. And I have to say a huge thank you to the team actually for their kindness and patience with me and learning remotely everything about thoughtbot that I was so excited to become a part of. But also, learning a leadership style over Zoom wasn't really what I thought I was going to be doing. CHAD: Well, you mentioned selling a lot of what you had done previously was relationship building with clients in person or potential clients in person. Is there anything that stands out to you in terms of how you've needed to adjust either your style or your approach when talking with potential customers when you know you're never going to meet them in person? KIRSTEN: I'm not sure you can really change your personality per se because I am always interested in building rapport through understanding an individual's motives and what they're passionate about. And quite often, those conversations can be things outside of work, so talking with clients about maybe going up for runs and things like that and personal bests and things just because that's a natural thing to talk to someone about. I still very much make room for those kinds of things in calls. Because I think in a consultancy relationship, people buy people, and people want to work with people who understand them. And while the majority of that is obviously people understanding your job and the product that you want to be building as well, I think you need to have that personal element. So while it felt a bit stilted over Zoom to make that time, I think that it's worth it in the long run. CHAD: That's a really good point. I think if you're not careful about it, it's very easy to just get right to business in a call as opposed to when you're meeting someone in person you need to walk to a conference room or something, and it naturally lends itself to some small talk. KIRSTEN: Exactly, that bit where you're riding in the lift together. CHAD: And I think that that probably applies to sales as much as it does our team members too. KIRSTEN: Absolutely. Funnily enough, I was talking with our Development Director here, Rob Whittaker, the other day about one-to-ones should not be really that much talking about your client project. It's obviously important to make sure that someone is happy and they're being successful in their work. But actually, what's going on behind the scenes and understanding that within your team is probably just as important, if not more so, like you say. CHAD: So tell us a little bit about some of the interesting work that's happening in Launchpad II. KIRSTEN: Well, we've got a couple of flagship clients that keep on growing for us, which is really great, actually. They're effectively partnerships, really at this point. And so, one of those clients is a large financial service institution where we were building APIs for all of the COVID loan schemes. And I think the last I checked, the amount of money that had flowed through that system and the loans approved was something over £75 billion. So for a pretty small development team, it's really impressive what they've achieved over that time. So that's a team of three developers in a Boost-style engagement, so like Josh's team over in the U.S. working on a Rails project and working alongside business analysts from the team and other stakeholders there as well. And so over in the Middle East, we have a food delivery client, so they're actually a huge brand over there. And we had started working with them nearly two years ago now on creating a mobile app for their customers. So we've been adding to features, getting that released. And obviously, with what's happened in the last 18 months, food delivery is a sector where you've seen huge growth. And that's even led to us recently looking at re-engineering the platform and making sure that we're still managing to delight their customers as well with their user experience. And we've even been working on some Ignite-style projects too. So there's a lot of startups, a lot of folks have been at home thinking about what is this new business? What's the impact I'm going to have on the world? And most recently, we've been running some product design sprints with a wellness brand who are looking at bringing a different type of wellness to the market. And again, that's a mobile app which we're really excited to be working on. CHAD: Have you seen the different geographies both from the U.S. and UK...what do you see happening to the different geographies that you're selling into and expanding into? Are there any notable differences you would call out? KIRSTEN: I think the biggest difference that I see between clients in the Americas and over here in Europe, the Middle East, Africa would be the funding levels for startups and the expectations around that. It seems like a more mature market from a point of view of being able to get a decent budget to really build a meaningful platform for first release over in the Americas, whereas over here, it's a bit leaner definitely [laughs] on the startup side of things. So I think that's probably the biggest challenge we have when talking with clients and making sure we can give them the bang for the buck, as it were. So making sure that the research that we did, that the designers do, for example, is focused on the right thing and really gives them the insight that they need to have the confidence to progress and invest in that build. Or whether they actually need to go back and do more before they actually start spending on the development side of things. CHAD: I would definitely second that. And one thing that I noticed not only were the amounts different in the U.S. and the UK, but it seems like in the U.S., when you're talking with a founder, there's more often than not other people they need to check in with in order to make a decision. And when I was talking to founders in the UK and beyond and in Europe, what I often felt was that there was actually someone that they needed to check in with and get permission from or that was holding the purse strings or something. And that might be a cultural thing as well, far less likely to just make a decision with you in the meeting saying, "Yeah, we're going to work together." There was always, for me, a lot more back and forth, and checking and permission getting around decisions that are being made. KIRSTEN: Yeah, I would agree with that. CHAD: Is that something that you've seen too? KIRSTEN: I think so. It's interesting because what we've started doing recently actually...sometimes through the product design sprints but even in the sales process, if a founder does know or does realize in those conversations that they're going to need to find an additional source of money to be able to fund it, conversations have gone more into how can we help them with their pitch deck as well? And I think I've seen this with the Ignite team over in the Americas as well, to be fair. The prototypes that we build, very early-stage prototypes, where we're testing and doing the user research those go into the pitch decks now to give potential investors greater confidence as well if that's the route that they go down. MIDROLL AD CHAD: I wanted to tell you all about something I’ve been working on quietly for the past year or so, and that’s AgencyU. AgencyU is a membership-based program where I work one on one with a small group of Agency founders and leaders toward their business goals. We do one-on-one coaching sessions, and also monthly group meetings. We start with goal setting, advice, and problem solving based on my experiences over the last 18 years of running thoughtbot. As we progress as a group, we all get to know each other more and many of the AgencyU members are now working on client projects together and referring work to each other. Whether you’re struggling to grow your agency, taking it to the next level and having growing pains, or a solo founder who just needs someone to talk to, in my 18 years of…

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