Designing an office hours framework
Designing an office hours framework
Mozilla • 2022 - Ongoing
Mozilla • 2022 - Ongoing
As the Acorn Design System team formed at Firefox and started gaining more traction, different departments within the Firefox org were gradually coming to us more frequently for help and support. Our support avenues at the time were quite limiting, only having a public Slack channel to handle support discussions or requests. I took this opportunity to search for an alternative way to better support our teams. In 2022, I designed and implemented an office hours framework that was first launched to our design teams.
As the Acorn Design System team formed at Firefox and started gaining more traction, different departments within the Firefox org were gradually coming to us more frequently for help and support. Our support avenues at the time were quite limiting, only having a public Slack channel to handle support discussions or requests. I took this opportunity to search for an alternative way to better support our teams. In 2022, I designed and implemented an office hours framework that was first launched to our design teams.
Key contributions
Key contributions
Designed and implemented a weekly recurring design systems office hours to better support our teams
Designed and implemented a weekly recurring design systems office hours to better support our teams
I led this initiative which involved holistic thinking, logistics, and planning. Some of the key factors involved with building out this process included: collaborating with the team to determine the objectives and needs for this service offering, figuring out logistics and the associated touchpoints for our audience, defining clear expectations around roles (such as who's facilitating a session or who's notetaking), and coming up with a well thought out roll-out plan for how we would scale this. Office hours has been a success so far. We first launched this to our desktop and mobile design teams in September 2022, and since then we have supported over 98+ issues/instances (as of Sept 2024).
I led this initiative that involved holistic thinking, logistics, and planning. Some of the key factors involved with building out this process included: collaborating with the team to determine the objectives and needs for this service offering, figuring out logistics and the associated touchpoints for our audience, defining clear expectations around roles (such as who's facilitating a session or who's notetaking), and coming up with a well thought out roll-out plan for how we would scale this. Office hours has been a success so far. We first launched this to our desktop and mobile design teams in September 2022, and since then we have supported over 98+ issues/instances (as of Sept 2024).
Impact
Impact
Improved support and communication with teams.
Improved support and communication with teams.
Stronger relationships and partnerships with designers.
Stronger relationships and partnerships with designers.
Created an inclusive space for sharing work and gathering feedback.
Created an inclusive space for sharing work and gathering feedback.
Developed an office hours management tool for our internal team to manage administrative tasks and view insights
Developed an office hours management tool for our internal team to manage administrative tasks and view insights
I developed an office hours management tool for our internal team using Airtable. This tool allows our team to easily view upcoming sign ups, a schedule with roles defined, a notetaking system that allows us to share session recap notes with our attendees, and the ability to see the metrics of our past sessions that provides insights into what teams are struggling with and identifying areas of improvements for the design system.
I developed an office hours management tool for our internal team using Airtable. This tool allows our team to easily view upcoming sign ups, a schedule with roles defined, a notetaking system that allows us to share session recap notes with our attendees, and the ability to see the metrics of our past sessions that provides insights into what teams are struggling with and identifying areas of improvements for the design system.
Impact
Impact
A streamlined workflow that enables the team to manage everything office hours in one platform.
A streamlined workflow that enables the team to manage everything office hours in one platform.
Reduced manual tasks by implementing automations that lets the team focus on other priorities and thus increasing team productivity.
Reduced manual tasks by implementing automations that lets the team focus on other priorities and thus increasing team productivity.
Ability to see insights that help our team understand things like: common issues teams are struggling with and what things we should prioritize in the backlog or bring onto our roadmap.
Ability to see insights that help our team understand things like: common issues teams are struggling with and what things we should prioritize in the backlog or bring onto our roadmap.
The insights gained and data collected during office hours were among our team's initial ability of assessing and viewing our support metrics.
The insights gained and data collected during office hours were among our team's initial ability of assessing and viewing our support metrics.
Improved attendee experience with enhanced capabilities such as offering recap notes, ability to provide session feedback, and more.
Improved attendee experience with enhanced capabilities such as offering recap notes, ability to provide session feedback, and more.