Easy Agile Podcast Ep.2 John Turley, Digital Transformation Consultant, Adaptavist
Transcript:
Sean Blake:
Hello, everybody. I'm Sean Blake, the host of this episode of the Easy Agile podcast. I'm also Head of Marketing at Easy Agile, where our mission is to help teams around the world work better together. We have a fascinating guest with us today. It's John Turley from Adaptavist. John is a pragmatic Agile leader with 25 years experience working in companies at all levels, from teams to C suite, always bringing real value, adding change to the way organizations work. Dissatisfied with the standard discourse around transformation and agility, he is passionate about applying cutting edge knowledge from fields as diverse as sociology and psychology. We're really excited to have John on the podcast today. So John, thanks so much for being on the Easy Agile podcast.
John Turley:
You're welcome, Sean. Pleasure to be here.
Sean Blake:
Thank you so much. So John, you've got a lot of experience in the Agile space, in the tech space. And I'm not trying to call you old. But I'd love to get a sense of what's changed over 25 years. It must just be night and day from where you started to what you see now.
John Turley:
There's a lot of change. And I'm pretty comfortable with old. I'm 48 now, and it's closest to 30 years now. That tells you when I first wrote that bit in the bio. So the technology has changed. That's mind blowing. I started off in ops, and then infrastructure and project management and stuff and 1999, 2000, it would take us three months and 50,000 quid to build a couple of web servers with a pair of load balancers and firewalls and a database at the back. And now we spin them up in seconds.
John Turley:
This is profound. Platform technology is profound slack or I mean platform technologies, that makes a massive difference to the way we interact. Scale is a massive issue. I would say that the world is sort of dichotomized into very large and quite small organizations. There seem to be less in the middle. It's just a gut feeling. We see, I think trust is collapsed. We see that in Edelman Trust Barometer. We see the complexity has increased. That's deeply problematic for us. [inaudible 00:02:23] has been measuring that one.
John Turley:
And we see that workforce engagement is at all time lows through the Gallup World Poll. Those things are big, big changes. What's the same though is the people, the way the people think, the way we construct our reality, our mindset, if you like, the way we make sense of the world around us is very, very similar. So although we now talk a lot more about Agile, the waterfall and waterfall for many is a bit of a dirty word, not for me and same with command and control. People are taking the same mindsets. This is measurable and provable. People are taking the same mindset that they had around waterfall and command and control using different language of Agile and behaving in the same way. That hasn't changed.
Sean Blake:
Very interesting. So you touched on trust, and how basically we've seen this breakdown of trust across the board. And I've just watched a documentary that's come out on Netflix around the Social Dilemma, and how the trust that we have in these big social media platforms is eroding. And we're getting a little bit skeptical around what these big companies are doing to us as the customer. Do you find that that's a hard balance with the people that you work with around being customer focused, but still building a profitable and growing business?
John Turley:
Yeah, I do. Yes, and the way I think it manifests itself, which again maybe we'll get into the sort of the psychology and the sociology as well as the complexity science, I'm into it later. But there's a very clear way that that lack of trust manifests itself. I'm not sure it's the lack of trust that manifests itself. But there's a very clear thing that's happening is people, there's repeated patterns of behavior I see all over the place in a lot of the work I do, which is one on one and with groups, that people hold on to this idea that their view is right and anything that doesn't comply with that is wrong.
John Turley:
This is a view that comes from the predominant mindset from what [inaudible 00:04:33] call the sort of expert or the achiever mindset, and it becomes a barrier to us collaborating and learning together and innovating. If somebody with a different point of view is dismissed as wrong, then there's no common ground to start to build trust. Trust is eroded from the outset, and that means that we can't collaborate, and in a complex world where we need to collaborate ever more closely and learn together and innovate, that's a deep, deep problem.
John Turley:
And the response seems to be that people actually withdraw, they withdraw into groups, we might call them cliques or echo chambers. The sociologists call this process homophily. This is a function like many say of platforms like Twitter, we retreat into groups that echo the opinions that we already hold that then reinforce those opinions, and separate us from the opinions of others and reinforce the opinions we have. So the gaps between the cliques grow wider, and particularly in times of COVID and the lockdown that we've had here, and that we seem to be maybe heading back into the isolation perhaps adds to that, and we see it more and more. So at a time where we need to be getting our act cliques and talking with understanding with others with different views, we're actually psychologically in a difficult position to be able to do that. And so that's what we might generically call the lack of trust manifests itself in the work that I'm doing. And that's how I see it with almost everybody that I work with, including myself, by the way. It's not an easy thing to conquer.
Sean Blake:
So what does your day to day look like, John? I think your official job title is Digital Transformation Consultant. You work for Adaptivist as one of the most well known Agile consulting practices in the world, I would say. What does that mean for you day to day? What does your nine to five look like?
John Turley:
So we're really involved in three things. I'm really involved in three things. And it's all about learning, collective learning, organization learning. So we're involved in a lot of original research. We do that original research with a number of academic partners in a program that we're putting together. We've been doing a lot of the research on our own. But as it gets bigger and more credible, other partners are coming to join us and they're very credible partners.
John Turley:
And the research is uncovering new learning. And that new learning points us to new consulting practices where we can take that learning and embed it into a workshop, say or how we might use the research instruments that we've borrowed from academia in the real world to measure social networks or psychological complexity or the amount of autonomy in the environment. So we can then use that to work with teams to help them shift from a sort of functionally oriented way of working to a cross functional way of working, which whether we're talking about safe and Agile release chains, or whether we're talking about Lean software management and value streams, whether we're talking at a team level or an organizational level, the challenge is essentially the same. We need to orientate ourselves around the creation of customer value in cross functional teams that are focused on delivering that value, not just delivering on their function. And that switch brings with it some deep, complex, deep psychological challenges that we're just not really equipped to meet. So we bring sort of the people and culture element, the tools and the Agile methodology simultaneously to bear in teams to help them make that shift. So that's really what my day to day work looks like, so the research and the practice.
Sean Blake:
Okay, research and practice. And when it comes to the practice side and encouraging that cross functional collaboration, how hard is it for people to get on board with that recommendation or get on board with what the company is trying to do?
John Turley:
For most people, it's really hard. So my experience before doing the research that I guess we started a couple of years ago I was just referring to, was something like this recently. We'd often get, so I've worked in the Agile space for a long time, I don't quite know when I started working in that space, in other words, full space, but a decade or two, let's say, and now bumped into a repeated problem, we get our, let's say, thinking of a specific example with a specific client about three years ago, very functionally orientated, trying to make that shift into cross functional teams. So we got a group of five people together from different functions, so designers, testers, developers, a couple of ops people, and between them, they should be able to obviously, launch some working code within 10 days or whatever. We were probably trying to spring into the real world.
John Turley:
And they were all great people. I knew them all personally. I spent time working with them all. They were very sort of Agile in the way they approached the development of the software that they did, and we put them in a room virtually to begin with and we asked them to produce a piece of code that works across functions, produce a piece of code and release it at the end of the week. And they didn't. And we thought what on earth happened there? We didn't really understand this, so we tried it again. But we assumed that the problem is because we'd done it virtually.
John Turley:
So this time, we got everybody together in Poland, as it happened in a room, we set it all up, we talked to them at the beginning, then people like me sort of left the room and let them get on with it, got to the end of the week, same outcome, nothing has happened. And if you talk to them, while they say, "Yeah, my phone pinged and there was a support incident, and you just couldn't.", and they had lots of very plausible reasons why they couldn't come together as a cross functional team. But the fact remains twice in a row, the most capable people haven't done it.
John Turley:
So we had a really long think about it, one of the senior leader in the business and myself. And we realized that the only thing that could be happening, the only thing that could be going wrong here is that there must be some sort of breakdown in the dialogue between the group in the room. So we ran it, we ran the workshop, let's call it for a third time. And this time, we had somebody else in the room just watching what was going on.
John Turley:
And they spotted something happened really early on. One of the people from the UK said to one of the Polish developers, they said, "Look, think of us like consultants. We're here to help you, to transfer knowledge to you so that you develop a capability so that you can do this on your own." And at that moment, the person who was in the room said that the dynamic in the room seemed to change. People glazed over. And I think what it was is that that word consultant that the English person had used had a different meaning for a colleague in Krakow. I think that meaning, the meaning of consultant meant, we're just here to tell you what to do and not actually do anything and put ourselves on the hook for any work, just kind of watch you do it.
John Turley:
And I think at that point, they kind of went, "Okay, well, all right, I get it, same old, same old. We'll do the work you English guys talk about it, because it's an English company.", and that breakdown started to occur. So the question we started is, I've seen that all over the place. So the question we started to wrestle with in our research is what's happening in those moments when that dialogue breaks down what's happening?
John Turley:
And what we've discovered is that there is a number of research studies, the biggest is about 10,000 people, that shows that around about 50% of people are at a level, and this is 50% of leaders in a study of 10,000, so for middle management, senior management, so it's a skewed number. So in reality, in software teams, it's probably more than 50% of people have reached a level of psychological complexity that suits the environment as it was, but has some limitations in cross functional working.
John Turley:
So they have a mindset, a way of making their reality that works well in a functional environment, but it's challenged in a cross functional environment. And that mindset, this way of thinking, which is very prevalent, is a way of thinking where individuals draw their self esteem from their expertise, just to put it very short, simple as an oversimplification. And the thing is, if you're drawing your self esteem from your expertise, when your expertise is challenged, it feels personal.
John Turley:
If it feels personal, people are likely to get defensive. And it's not because they're stupid, or they're not interested or they don't want to, the psychologists can show it's a level of psychological complexity, where that's just how our minds work. That's just how our meaning making works. Now, if that's the stage you're at, if we imagine me as a developer sitting down with a tester, and the tester's saying to me, "Look, the way you've written the code isn't the best way to do it for me, because I can't test it."
John Turley:
If I'm drawing my self esteem from my expertise as a developer, I'm likely to reject that, and might even start to think thoughts like, "Well, I think what really needs to happen here is that you need to be a better tester." I think that's the problem. And then we get this separation. Now at the next stage is psychological complexity. And these stages are in a framework that we do move through these stages. Again, it's an oversimplification, but it's observable and measurable. At slightly later stage of psychological complexity, things start to change. People start to recognize that the world is much more complex, that it's not black and white. And actually, there are multiple ways of doing things.
John Turley:
So to go back to my example as a developer, the tester might say to me, "This isn't the best way to write the code as far as I'm concerned." And what I'll hear is the, "Oh, as far as I'm concerned." It might be as far as I'm concerned, it's not fair enough. How can we change the way I'm writing the code to make it easier to test? But I can't do that if I respond like it's a personal criticism, you know what I mean? So what we started to uncover in the research is a correlation between how successful cross functional teams can be, and the level of psychological complexity in the leaders and the individuals in that team.
Sean Blake:
Interesting. So there's a book that we've been reading at Easy Agile recently called Radical Candor. And really, it comes down to giving constructive feedback to each other, not in a way where you're attacking them personally but you're trying to be honest around how we can work more collaboratively. And like you said with that example, how can a developer write code in a way that the QA tester can actually perform the tests on it? For someone who's new to cross functional ways of working, what advice does the research have around preparing that mindset to receive some of that radical candor, to receive that feedback in a way that you don't take it personally?
John Turley:
Well, so it's a great question, you put it really well, because radical candor is fine. We have, I work in a team that is very candid. We have some difficult conversations, and we don't even really dress our words up. And nobody gets offended. We just know that it's a shortcut. We might get our words wrong, but it's a shortcut to unlocking value to finding out how to work together. But it's not about the words that each of us picks to express. It's about how the other chooses to react to the words landing, as much as now that's a dialogue, it's a two way thing, it takes two to tango.
John Turley:
And the way we can develop a mindset that's more suitable to cross functional work is interesting. First of all, we've got to get out of comfort zone. We've got to be prepared to get out of our comfort zone, not far necessarily, and not for very long necessarily, and not without support and understanding from the colleagues around us. But we do need to get out our comfort zone. Otherwise, psychological growth can't occur. This is what I'm talking to about now is the work really of Robert Kegan and Lisa Lahey, who do a lot of work in dialogue on radical candor.
John Turley:
So we've got to get out of our comfort zone. But we've also got to be addressing a complex problem with a group of people when we're outside of our comfort zone. And that complex problem has to be meaningful, and it has to be salient, it has to be something that we care about, it has to be something relevant to our day to day work. And if we've got those characteristics in the environment that we working in, then there is an opportunity for individuals to choose to develop their own psychological complexity.
John Turley:
So that environment that has those characteristics, we would call in Kegan's word a deliberately developmental environment, because we can't separate the development of individual mindsets from the environment that that mindset functions in. The reason most of us have got the mindset that draws self esteem from expertise is because that's actually what most environments that we work in or not. That works in a functional environment. It's where you get promoted, it's where you get hired. It's where you get your Scrum Master badge and all that other stuff that gives you status and makes you feel good.
John Turley:
The world that we work in for many of us honors that expert way of making meaning. It doesn't honor learning and admission that yours might not be the best way to do things in the same way. So we have to shift the environment to support the individual to choose to take that developmental step because it can't be something that's done to them. You can't make people develop a more complex psychology. You can't train them to do it. You can only give them an environment that supports that step if they want to take it and if they don't, fair enough, that's okay. But maybe cross functional teams for them, if they don't want to because the hard place is to work.
Sean Blake:
Is it a problem that people find their expertise or find their self esteem from expertise? Is part of it encouraging men to find their confidence in things outside of their work or is expertise an honorable pursuit?
John Turley:
I wouldn't say it's a problem at all. Expertise, and the development of expertise is an honorable pursuit. Drawing your self esteem from your expertise is a very necessary part of our psychological development is a stage that can't be skipped really. I said to you before that I don't like to say things like that without the research base, but the psychology certainly imply that it's a stage that can't be skipped. So we've got to do it. We've got to go through this stage. The stage before we're drawing our self esteem from our expertise is where we draw our self esteem from our membership of the group.
John Turley:
And that's very important too, if you think of us as children or being part of a group is essential for our survival, so ingratiating yourself into that group, not rocking the boat, so we don't jeopardize our group membership is critical. But at some point, people start to realize, well, actually, I have to rock the boat a little bit if we want some direction. So separating your meaning making from drawing your self esteem from the group to drawing your self esteem from your expertise is a development in that sense. Drawing your self esteem from your expertise means the best way to write this code is let me train somebody to do it.
John Turley:
It's critical. But like all developmental stages, it has its limitations. So it's not problematic in any way, unless the individual is in a complex environment in which that expert way of making meaning isn't well suited. And then you got a mismatch between psychological complexity and environmental complexity. And when you've got a mismatch like that, the individual's anxiety will go up probably, employee engagement goes down, certainly wellbeing goes down, people revert to an earlier way of making their meaning that's more embedded in their expertise or the group, just to the point, they need to get more sophisticated.
John Turley:
So the problem is the mismatch between psychological complexity and environmental complexity. That's why we need to support, as the world gets more complex, that's why we need to get all get better at supporting the development of individuals into a level of psychological complexity that suits the more complex environment. That's kind of the nub of the problem. Nothing wrong with being an expert in drawing your self esteem from your expertise. People have done it forever, and will continue to do so. Every time you get in a flash car and you feel good, because you're in a car, you're drawing your self esteem from the status symbol, which is very similar to your expertise. As a young man, I put on my sharp suit and I feel a million dollars. Nothing wrong with that at all, but it's limited. That's the problem.
Sean Blake:
Understood, understood. So you've spoken about research and measurement and having an evidence based way of making decisions. When it comes to this cross functional way of working or digital transformation or teams moving from the old way of working to an Agile way of working, do we have evidence to say one way of working is superior to another way of working? And when you're talking to these clients or these customers, can you guarantee that if they work in this way, it's going to lead to better outcomes for the business? How do you approach that conversation?
John Turley:
No, I can't do either of those things. So I would never go anywhere near nor would I research saying that one way of working is better than another way of working or we can say like the mindset and the environment that there are ways of working that will work better depending on the problem that you're trying to solve. But it's very unlikely that one could be considered right and the other wrong in all sorts of circumstances, but more than that, I would say that doesn't matter what your way of working is or a team's way of working is. If the mindset is the way of making sense, if the reality doesn't also shift, then you're just following a new process, a new way of working with the old way of thinking, and you're going to get the same results just with different words.
John Turley:
So for me, that isn't entirely true, I'm quite biased. I guess in the work I do, I've got quite a perspective. If you shift mindset, then everything else will drop into place. If you change everything else, but don't shift mindset, nothing else will drop into place. What we can say however, is that there are three things, let's call them the three elements of a cross functional team that are hidden to people in organizations at the moment.
John Turley:
So generally, we think if we've got people with the right experience and skills working suitably hard, then they're going to work as a successful cross functional team. And if they're not, they're either not working hard, they're not the right type of person, or they haven't got the right set of skills, so fire them and hire somebody else or give them or put them on a training course, and that solves the problem, which of course it doesn't.
John Turley:
We would say that there are three other elements that remain hidden parts of the cross functional team that are more critical than that, and we're beginning to be able to demonstrate that there is a correlation between these three things that I'm going to tell you about on both employee engagement and team performance.
John Turley:
And these three hidden elements are the structure of the social networks that underpin the way people work. So if we think about how we as groups of human beings organize ourselves, we might think about hierarchies and hierarchy diagrams and old charts and bosses and stuff. That's not really very important for a cross functional team. What's much more important is the social network that develops across that team, who works with whom and when and how, right? Do the developers and the testers and the testers and the ops guys and the designers and the technical architects, do they all work together in a cross functional team?
John Turley:
Now that's a social network. That's a network that's formed through individual autonomy because they want to get the job done not because the boss says you've got to go and do it. In fact, it can't be done because the boss says go and do it. So we have worked with some friends in academia with actually an Australian company called Polinode to measure their various ways we can get the data, what those social networks look like. And the structure of those social networks is key.
John Turley:
As we look at the structure of social networks, we can see whether those teams look like their function, sorry, organized hierarchically, or were they organized for cross functional working because of the network structure. So network structure is one element. The other is psychological complexity. So we've worked with a gentleman called David Rook, who did the original research and developed a psychometric instrument that can measure an individual's stage of psychological complexity, both the structure and the substructure. And that mindset complexity is also linked along with network structure to where the teams can function cross functionally.
John Turley:
The third thing that was the hardest bit, the last bit of the jigsaw that we sort of put into our hypothesis is we need to have adequate degrees of autonomy. We needed to develop a much better understanding of what it means for teams to be autonomous than we had, and how that autonomy relates to control and how control undermines autonomy and how we all tend to be orientated, to taking the cues in the environment either as instructions, which we must comply with or invitations to be autonomous. And we now have another psychometric instrument. So the third instrument that we use, we call the motivation orientation scale, excuse me, that can measure an individual's likelihood to interpret inbound information as an instruction or an invitation to be autonomous.
John Turley:
And once we know that, we can start to challenge this common perception within product teams, software teams that the team is autonomous, because everybody thinks they are autonomous. And in fact, everybody is, research shows mostly autonomous, but we might be almost entirely autonomous, or we might be 60% autonomous. We can measure this. And then we can say to teams, "Look, you are autonomous as a bunch of individuals. But you also have this control thing going on where you're responding to inbound requests."
John Turley:
And we need to be more autonomous. So once we can start to measure it, we can start to challenge their ideas of how autonomous they are. And we can start to examine where the teams are choosing to respond from that control orientation or their autonomy. So they're the three things, autonomy and control, complexity of mindset and network structure, equal employee engagement and team performance. That's what our research says. So what we can say is, to your question in the beginning, there is a network structure, a level of psychological complexity and the amount of autonomy that correlates to successfully working as a cross functional team. And in that sense, we might think that those levels are right, in some sense.
Sean Blake:
Okay. So what does a 100% autonomous team look like? And do they still have interaction with, say the executive team on a day to day basis? Or are they at odds, those two concepts?
John Turley:
No, they're not at odds. They do have, they might have day to day, I suppose they would, they will have either directly or indirectly interactions with the executive team. So the first thing we need to bear in mind here is that the research that we're leaning on is something called self determination theory, which is a theory of motivation. And it has quite a specific definition of autonomy, which is not what we might normally think. Often autonomy is taken to mean as sort of the general use of independence. So if we buy a company, we might leave it to run autonomously, which would mean we just left it alone for a while. And autonomy in this context doesn't mean that. It means individuals acting of their own volition, individuals deciding how to act towards a common purpose. So the team has to have the vision which they can self organize around. You can't self organize without autonomy. If you don't got autonomy, you have to wait to be told what to do. And then it's not self organization.
John Turley:
So autonomy leads to self organization, and self organization can be around a common vision or a set of goals or an OKR is quite a sophisticated way to do instead of management by objective, then we can self organize in a way that sort of honors the need to be part of an organization, doing some coordinated work, but that doesn't rely on a manager telling the individual what to do.
John Turley:
That's what an autonomous team looks like. An autonomous team, you need the autonomy is really a self organizing team. And the self organizing team is deciding what the team ought to do in order to achieve a wider objective, which could be integrating with other self organizing teams. And obviously, the direction is set often by the executive. So all these things sort of come into play. It's not a question of control on the one hand or autonomy on the other or Agile on one hand or waterfall on the other.
John Turley:
So we're going to blend the two. We're going to balance them. And that balance needs to shift not only across teams, but also depending on the level that the organization is, that the team is working in the organization. And what I mean by that is the need for control and measurement increases in many ways as you go higher up the organization. So we want high degrees of autonomy at a team level where we're creating customer value. But we need to recognize that that self organizing team has a legitimate requirement to integrate with some elements of controlling the organization, because if we have some elements of control, then we can't do the accounting and be accountable for where we spend investors' or shareholders' money, you know what I mean? So it's much more complex in the sort of the dichotomized world that people tend to look at, which is very black and white. Is it Agile or is it waterfall? Are we autonomous or are we control orientated where you're both and the blend of which needs to shift depending on the environment here.
Sean Blake:
Okay, okay. So there's always a need for a bit of control on top of the autonomy.
John Turley:
It's a balance, right? We're all comfortable with control, aren't we? We all comply with speed limits, for example. We're perfectly okay with that. Control is not a dirty word. Some will do things that we're told to do sometimes, and we're happy to do it. Sometimes we do it begrudgingly. We're not happy to do it. Sometimes we reject it. There's nothing wrong with control in itself. It's the overuse of control to coerce people to do things that they don't want to do. That's when it becomes problematic because it undermines an individual's autonomy, which is a basic, universal psychological need. We all need to have a sufficient degree of autonomy to feel well.
Sean Blake:
Okay. Okay. So we know that Agile's had a good run, it's been decades now. So do you still find that you come across the same objections when you're speaking to these executive teams or these companies perhaps from more traditional industries? Do they still have the same objections to change as they did in the past? And how do you try and overcome them?
John Turley:
Yes, they do. So one of my strange experiences as a young project or program manager, whatever I was, is that when I would end up in a room full of software developers who were Agile, probably the language they would have used at the time and a bunch of infrastructure engineers who followed waterfall, and the distaste for one group for the other, it was almost visceral, and you could see it in them. There would be a bunch in, I don't know, Linux t-shirts and jeans, and then the infrastructure waterfall people would probably be wearing suits.
John Turley:
I mean, it was really obvious, and it was hard to bring these groups together. That was my experience in let's say, around about 2000, I sat with a client yesterday, who said exactly the same thing. They said that in their organization, which is going through a very large, Agile transformation at the moment, they said, "These are their ways. We kind of got people at the two extremes. We can sort of bookend it. We've got the waterfall people who think their way is best and we got the Agile people who are totally on board with Agile transformation."
John Turley:
And what I heard when the individual said that is quite senior leaders, the Agile people are on board with the Agile transformation brackets because they think their way of working is best. And what I tried to point out to that senior manager was that that was one group, there were perceptions anyway, that one group was into Agile and got cross functional working, all that got cross functional working and the other group didn't, actually the two groups were operating in the same way.
John Turley:
They both thought their way of working was right, and one was espousing the virtues of waterfall and the other Agile, but the fact was they both thought that they were right, and the other was wrong. And they were both wrong in that. Waterfall works really, really well in a lot of scenarios. And full on Agile works really, really well in some environments. In some environments, it's quite limited by the way, in my opinion.
John Turley:
My friend and colleague, John Kern, who was a co author of the Agile Manifesto in 2001 or 2004, whatever it was, I can't remember. He says, "I love waterfall. I do loads of waterfall, I just do it in very small chunks." And because the fact is we've got to do work sequentially in some manner. I can't work on an infinite number of things in parallel. There has to be a sequence.
John Turley:
And that really, when I heard him say that, it sort of filled my heart with joy in a way because for somebody with a waterfall background, I used to say, "Look, I don't get this. In waterfall project management, we're talking about stages. And in Agile, we're talking about sprints." And they've both got an end. One's got a definition of done. And one's got some acceptance criteria, and they both got a beginning. The only difference is the language and the duration.
John Turley:
So what if we make sprints, sorry, stages 10 days long? What's the difference now? And yet people would say, "Well, we're Agile, and we do sprints, and that would still be a stage." Come on, we've got to find some common ground right to build a common meaning making between large groups of people. Otherwise, only the Agile listeners amongst us can work for Agile organizations, and everybody else is doomed. And that's not true, is it? That's nonsense, right? So we've got to come together and find these ways of working as my friend John Kern points out so eloquently.
Sean Blake:
Okay, that's good advice. So for these, some people that you meet, there's still this resistance that has been around for many years. How do you go about encouraging people to get out of their comfort zone to try this cross functional way of working and be more transparent, I guess with contributing to the team and not necessarily pushing towards being just an individual contributor?
John Turley:
Another great question, Sean. So there are a couple of ways we can do it. The psychometric instrument that I mentioned earlier, that can sort of measure I kind of always put that in inverted commas, because it doesn't really measure anything, it assesses, I suppose, is a really, really powerful tool. Off the back of that measurement, the psychologists that we work with can create a report that explains lots of this sort of meaning making stuff, adult developmental psychology to the individual. And it tends to be mind blowing. It really shifts people's perspective about what they are and how they're operating in the world.
John Turley:
Once people start to understand that there are these developmental stages, and we all move through them potentially to the last days of our life, we can start to see the disagreements. They just start to fall away. Disagreements start to fall away, because they cease to be seen as opposing views that can't be reconciled, because I'm this type of person and they're that type of person.
John Turley:
And they start to be seen as incompatibilities in meaning making. So people start to go, "Okay, well, I think this and you think that. How are we both making our meaning around this, that means we can see other's perspective?" And immediately, then you've started to find a mechanism to find some common ground.
John Turley:
So the leadership development profile report, which is the report that comes from the psychometric instrument really sheds a lot of light on for the individual, both on how they're working and what development looks like, what psychological development looks like for them. So that's a powerful tool. We have another service that we call dialogue partnering, which we're piloting, which is sort of what over an eight or 10 week program, it's a one on one collaborative inquiry into how an individual is making their meaning, and what the strengths of their meaning making and the limitations of their meaning making are.
John Turley:
And once people start to realize that the way, the reason they feel defensive because the way they code has just been criticized is because they're drawing their meaning from being the best coder on the planet. But there is a development path that leaves that behind, which is where many, many people get to. It's kind of like an a-ha moment, people just realize that reality is different to what they thought and it can be adjusted.
John Turley:
So the LDP, the Leadership Development Profile reports, dialogue partnering, and working with senior management to create a deliberately developmental environment, which does those things I mentioned before, they're the critical tools that we use to help individuals unlock their own psychological development. And the question is, of course, why would they be motivated to do this? Why would they care? And they care, because 80% of people have got a very low level of engagement in their work. Most people are treading water, killing time. It's not a joyous place to be. Once people start to work in cross functional teams and get involved in joyous work with their colleagues to create things they couldn't, which is a basic human instinct, that's a buzz, then you come into work and enjoying yourself.
John Turley:
That's what I said to you at the beginning of that call, right? I'm having a great time, I'm working with some brilliant people unlocking new knowledge that we believe humankind doesn't have. That's a buzz. I'm not treading water in my role, you know what I mean? And this isn't unique to me. In my view, the whole world could be like that. We could all work in roles like that, maybe that's got a bit far. But certainly, many more of this could then currently do to get on board with the psychological development and enjoy your role more, enjoy your work. There's a lot of time.
Sean Blake:
Yeah, I really resonate with what you said about the buzz. And I've seen that happen when the light bulb comes on in people, and it's no longer this factory line of work getting passed down to you. But you realize you're now part of a team, everyone's there to support you, you're working towards a common goal. And it's transparent, you can see what other people are working on, and you're helping each other build something together. It's actually fun. For the first time in a lot of people's careers, it's a fun and enjoyable experience to come to work. So that must make you feel really good about doing what you do.
John Turley:
Yeah, it does. It's why I get out of bed, and it's what I've been about for 20 years trying to unlock this, really help other people unlock this. I got a phone call from a colleague the other day who said they were doing some exercise, and they were thinking about their new role. And they thought to themselves, this is what it feels like to do joyous work.
John Turley:
I mean, that [inaudible 00:42:51] job done, because this is a very capable individual. Once they're feeling like that, you know that they're going to do great things. When they're feeling like they're other people feeling, that people are clot watching, or there's this culture of busyness, where we can't admit that we don't know things. And then we've got to be in a meeting doing something, in the transparent world that you're just talking about, if I've got any work to do, I can just sit and say, "I'm going to work today, I'm waiting for more stuff to write." And it's not a bad thing. It's like, great, you're working at a sustainable pace. That's a good thing. I worked for a Swiss bank for years and years, working at a sustainable pace but nobody was interested, you need to work at a full on flat out unsustainable pace. And when you're burned out, you can go and we'll get somebody else to come in and do it. That's how it works. That's miserable.
Sean Blake:
It's not what we want, Sean, is it? It's not what we want. And unfortunately, a lot of people have been there before and they've experienced it. And once they see the light, they never want to go back to it, which I guess is a good thing once you recognize that there's a better way.
John Turley:
Yeah, agreed.
Sean Blake:
Yeah. Okay, well, I think we're going to wrap up shortly. I do have two more questions for you before we call an end.
John Turley:
I'll try and keep the answers brief.
Sean Blake:
No, that's fine. I'm really enjoying it. I could probably go for another hour but I know we've got other things to do. So in the research, I've read some of your blog posts, and I watched some of the talks that you've done and events in the past, and you speak about this concept of hidden commitments. And I just like to learn a bit more, what is a hidden commitment? And what's the implication?
John Turley:
Great question. So Robert Kegan and Lisa Lahey, developmental psychologists, wrote a book called Immunity to Change. This is a book that I read here a few years ago. And in there, Bob and Lisa talk about hidden commitments. And so they start by pointing out that we all make New Year's resolutions and they all fail. We really mean them when we make them. And when I was in my late teens, maybe I really did mean them when I made them. But I could never keep them.
John Turley:
In another book, Kegan points out, I think it's in the book called The Evolving Self. He points out that a large majority of men, after they've had heart attacks, I think it's a study in America. But it's been a while since I read it, I think it's six out of seven, don't change either their diet or their exercise regime after they've had a heart attack. And the reason he uses that as a case study in the book, because he's pointing out that it's not that these people don't know what to do, you need less calories in, more out. And it's not that they're not motivated to do it. They've had a near death experience. They'd like to stay alive, we presume.
John Turley:
Yet still, they don't make any meaningful change to their diet, their exercise regime, why not? And what Bob and Lisa say in the book from their research is that it's down to hidden commitments. We all have our way of making meaning. We have our values and our assumptions that we absorb from society as if by osmosis. And we don't question them. We can't question all of the assumptions that we absorb as we grow up. It's just not possible. So we have these hidden assumptions that we're committed to hidden commitments. And sometimes, these hidden commitments conflict with our stated objectives. And when the hidden commitment conflicts with our stated objective, the result is that we get very confused about the fact that the stated objective sort of falls by the wayside, and we don't really understand why. We might think, I would think a common out, because I just need to try harder, I just need more willpower. I just need to stay the course. And it's not true very often. There is something else in your meaning making this conflicted with our stated objective. And once you can surface it, then you can start to examine that hidden commitment, and you can play around with it.
John Turley:
And when you can play around with it, then you're adjusting your meaning making. And the technique that we use in dialogue partnering comes from Bob and Lisa's book, where we're essentially uncovering those hidden commitments and seeing how they conflict with commitment. So that's sort of, and then once you can see it, and you can experiment with it, you can start to unlock change in yourself. Peter Senge, I think he's director of innovation. He's very famous, director of innovation for MIT. And he has a beautiful little quote, something like, "What folly it is to think of transforming our organizations without transforming ourselves?"
John Turley:
We need to change our relationship with power in order to change the way power is distributed across our organizations. And that's an example of a hidden commitment that we don't normally think about. We just think we can empower people magically, whilst retaining all the power for the senior manager. And that just doesn't work. There's a hidden commitment, conflicting with the idea that we want to empower our teams, which is a quite flawed idea.
Sean Blake:
Wow. Okay. Well, I really like the approach to work and looking at the social structure, the social networks, and the psychology behind it all. It's really fascinating and it's not something I've really come across before, especially in the Agile space. So that's really unique. Thanks for sharing that, John. Last question for you. 2020 has been interesting to say the least. We've talked about some things that have stayed the same over your career, some things that have change. What do you think is going to come next, looking forward to the next five, 10 years? What are some of those trends that you think are really going to stand out and maybe change the way that your work, it changes the way that that your nine to five looks or changes the way that you interact with your clients?
John Turley:
I think that this won't just change the way my nine to five looks. It will change like everybody's nine to five looks. I think that the world is in a difficult place. A lot of us are upset, and it looks like a bit of a mess, and we're all anxious, I think. A lot of us are anxious. But as a friend said to me, he was quoting somebody else, never let a good crisis go to waste. The amount of changes, a lot of energy in the system, the amount of changes in the system is palpably changing things.
John Turley:
Many of us recognize there must be a better way of doing things because our ways of organizing ourselves as society, including our organizations is collapsing. It doesn't work anymore. People are realizing through work that people like the names I've mentioned, and through our original research, I hope will sort of contribute in an original way to this, that there is a better way of organizing ourselves that humankind does have the knowledge and the experience to do what we need to do.
John Turley:
It just isn't in IT. We need to look outside of it to what the psychologists say about mindset, not what the Agile people say about mindset. That's a radical idea. And as we import this learning and this knowledge, we have a framework that helps us understand to a much greater degree what's really going on, and how we can unlock real change. So everything that I talked about today, very little of it is original. We have some original work I can't really talk about. Does it matter? The knowledge is out there. If we do the people and culture bit and the tools and the methodology together, then it scales, then we change the way organizations work, which is going to change everybody's nine to five.
Sean Blake:
That's great. It's bringing it back to basics, isn't it? What we know about human beings, and now let's apply that to what we know about work. So that's really eye opening. And I've learned a lot from our conversation, John. I've got a few books and a few research papers to go and look at after this. So thank you so much for appearing on the Easy Agile podcast, and we really appreciate your time.
John Turley:
Sure, my pleasure. I mean, I love and we love at Adaptavist to sharing what we're doing. So we can all engage in more joyous work, man. So thanks for helping us get the message out there.
Related Episodes
PodcastEasy Agile Podcast Ep.23: How to navigate your cloud migration journey
"Having gone through a cloud migration at Splunk, Greg share's some insightful key learnings, challenges and opportunities" - Chloe Hall
Greg Warner has been involved with the Atlassian ecosystem since 2006 and is a frequent speaker at Atlassian events. Greg has worked as a senior consultant for a solution partner, supported Jira and Confluence at Amazon, and in his current role at Splunk, executed a cloud migration to Atlassian Enterprise Cloud for over 10,000 of his colleagues.
In this episode, Greg and Chloe discuss the cloud migration journey:
📌 The mental shift to cloud migration and how to think beyond the technical side
📌 How to navigate the journey without a roadmap to follow
📌 The four pillars to success for your cloud migration journey
📌 Finding the right time to migrate & thinking about future opportunities beyond your migration
📌 The unexpected value that can come from a cloud migration
+ more!
📲 Subscribe/Listen on your favourite podcasting app.
Thanks, Greg and Chloe!
Transcript
Chloe Hall:
Hey everyone and welcome back to the Easy Agile Podcast. So I'm Chloe, Marketing Coordinator at Easy Agile, and I'll be your host for today's episode. So before we begin, we'd like to acknowledge the traditional custodians of the land from which I am recording today, the Wodiwodi people of the Dharawal-speaking nation and pay our respects to elders past, present, and emerging. We extend that same respect to all Aboriginal and to Australia Islander peoples who are tuning in today.
Chloe Hall:
So we have a very exciting guest on the podcast today. This guest has been involved with the Atlassian ecosystem since 2006 and is a frequent speaker at Atlassian events. He has worked as a senior consultant for a solution partner, supported Jira and Confluence at Amazon and at his current role at Splunk, executed a cloud migration to Atlassian Enterprise Cloud for over 10,000 colleagues. So welcome to the Easy Agile podcast, Greg Warner.
Chloe Hall:
How are you?
Greg Warner:
Good, and thank you for having me.
Chloe Hall:
No worries. It's great to have you here today.
Greg Warner:
This is one of my favorite topics. We talk about cloud migration and yeah, I hope I can explain why.
Chloe Hall:
Yes, that's exactly what we want for you because I remember when we met at Team 22, you were just so passionate about cloud migration and had so many insights to share and I was very intrigued as well.
Greg Warner:
To give it a bit background about myself.
Chloe Hall:
Yeah.
Greg Warner:
I haven't always been a cloud person. So you mentioned before about being involved since 2006. I was involved early days with when Jira had the several different flavors of standard and professional, when you'd order an enterprise license for Atlassian and they'd send you a shirt. That was one of the difference between one of the licenses. So based a lot in the server versions, over many years. I looked at the cloud as being the poorer cousin, if you like.
Greg Warner:
I'd been to several Atlassian summits and later Team events where there was always things of what was happening in cloud but not necessarily server. I participated in writing exam questions for Atlassian certification program for both server and DC. For me, in the last 18 months, two years now, to make this fundamental shift from being certainly a proponent of what we do doing on server in DC to now absolutely cloud first and that is the definite direction that we as a company have chosen and certainly why I'm so passionate about speaking to other enterprise customers about their cloud migration journey.
Chloe Hall:
Wow. So what do you think it was that you were like, okay, let's migrate to the cloud, as you were so involved in the server DC part of it? What was it that grabbed your attention?
Greg Warner:
I joined Splunk in 2019 and it wasn't all roses in regards to how we maintained Jira and Confluence. It wasn't uncommon to have outages that would last hours. For two systems that were just so critical to our business operations to have that, I was kind of dumbfounded but I thought, hey, I've been here before. I have seen this. And so it was a slow methodical approach to root cause our problems, get us to a version that was in long-term support, and then take a breather.
Greg Warner:
Once we got to that point where we didn't have outages, we kind of think of what the future would be. And for me, that future was exactly what I'd done before, what I'd done at Amazon, which is where we would move all of our on-prem infrastructure, Jira, Confluence, and Crowd to public cloud, whether it would be a AWS or GCP, something of that flavor. I'd done that before. I knew how we were going to do that to the extent that I'd even held meetings in my team about how we were going to stand up the infrastructure, what the design was going to be.
Greg Warner:
But there was probably one pivotal conversation that was with our CIO and it was in one of those, just passing by, and he's like, "Greg, I've seen the plans and the funding requests." He's like, "But have you considered Atlassian Cloud?" Now, the immediate personal reaction to me was like, we are not going to do that because I'd seen the iterations. I'd seen it over time. I'd worked for a solution partner. I'd worked with customers in cloud, never really thought we could be enterprise-ready. So my immediate reaction was not going to do that. I said, "I'm not going to answer that question right now." I said, "I don't know enough to give you an answer."
Greg Warner:
And I'm absolutely glad I did that because I would've put a foot in mu mouth had I given the immediate response that was... So yeah, I took that question, went and did some analysis, spoke to our technical account manager at the time, and really looked at what had been going on and where was cloud today? Where was it in its maturity? And the actual monumental thing for me was that I think it's actually ready. People make excuses for why they can't do it, but there are a bunch of reasons why you should. And if we look at us as a company, with our own products that we are moving our own customers to cloud, and we are using cloud services, like Google Workspace and Zoom and a variety of SaaS applications. What was so different about what we did in engineering that couldn't go to cloud? And that was like, okay, I think the CIO was actually asking me a much bigger question here.
Greg Warner:
So the result of that was yes, we decided that it was the right time for Splunk to move. And that is a monumental shift. And I know there's a lot of Jira admins out there that are like, if you do this, you're putting your own jobs at risk. The answer is no, you're not. And even within my team, when we had we'd discussed this, there was emotional connection to maintaining on-premise infrastructure and were we giving our own jobs away if we do this? There's all those... No.
Greg Warner:
And there have actually been two people in my team that got actually promoted through the work of our cloud migration that otherwise wouldn't have because they could demonstrate the skills. But that's kind of like the backstory about how we decided to go to cloud. And I think as we are thinking about it, there is a mental shift first. Before you even go down the technical path about how you would do it, change your own mind so that it's open so that you're ready for it as well.
Chloe Hall:
Yeah, I love that. It's so good. And I think just the fact that you didn't respond to your CIO, did you say that?
Greg Warner:
Yep.
Chloe Hall:
That you didn't respond to your CIO straight away and you weren't like, "No, I don't want to do that." You actually stepped away, took that time to do your research, and think maybe cloud is the better option for Splunk, which is just so great and really created that mental shift in yourself. So when you say that your employees, like everyone kind of has that beef that, oh, we're going to lose our job if we move from on-prem to cloud and those employees ended up getting promoted. How did their roles change?
Greg Warner:
When we moved from on-prem to cloud, you no longer have to maintain the plumbing, right?
Chloe Hall:
Yeah.
Greg Warner:
You no longer have to maintain all the plumbing that's supporting Jira, Confluence, BitBucket, whatever is going to move. Now we thought that was the piece that's actually providing value to the organization. And it wasn't until we went to cloud, we actually realized it wasn't. Like what we can do now is different. And that's what my team has done. They've up-leveled.
Greg Warner:
So in the times since we moved from Jira, Confluence on-prem to cloud, we now get involved a lot more with the business analysis and understanding what our project teams want. So when someone from engineering is requesting something that has an integration or a workflow, we've got more time to spend on that than are we going to upgrade? Are we on the current feature release? Is there a bug we have to close? Log for J as a prime example where the extent of where we covered was logging a call with the Atlassian enterprise support and then telling us, "Yep, it's done."
Greg Warner:
Whereas other colleagues within the ecosystem that I spoke to spent a week dealing with that, right? Dealing with patching and upgrades. So the value for our team in the work we do has shifted up. We've also done Jira advanced roadmaps in that time. So we've been able to provide things we would've never got to because we're too busy to the plumbing, to the extent now that we have a very small footprint of on-prem that remains and that's primarily FedRAMP and IO5. It's not quite certified yet. It's going to get there. So we have a very small footprint and I'm the one who has to do the upgrades and now you look at it like, oh my god, that's going to be this couple-week tasks we going to do where I could do all this other better work that's waiting for us in cloud. You don't realize it until you have it removed how much you used to do.
Greg Warner:
And so we used to do two upgrades of Jira year and two upgrades of Confluence a year. We put that down to about a month's work of each. By the time you do all of your testing and you're staging and then do that. So you're really looking at four months of the year you were spending doing upgrades. We don't have that anymore. It's completely gone. And so now we make sure that we do things cloud first. We don't bring across behaviors that we were doing on-prem into cloud. So that's probably one thing we learned was that don't implement server DC in cloud.
Chloe Hall:
Yeah, that's so great. It seems like it's opened up a lot more opportunity for you as well. So I think something that I kind of want to look into and understand a bit more is that people focus a lot on the technical aspect of the cloud migration. What other aspects do you think need to be considered?
Greg Warner:
Certainly people. I mentioned at the very front here the mental mindset and that really started with my team, to get their mind around how we're going to do this cloud migration. There isn't necessarily yet a roadmap that says these are all the steps need to take to get ready for your cloud migration. So we had to invent some of those and one of those two was, what did we want to get out of the cloud migration?
Greg Warner:
I speak to other Atlassian customers. You talk about they're running a project, the project is the cloud migration, the start and the end is the cloud migration day. No, completely wrong. The cloud migration actually has a beginning, a middle, and an end. What you're talking about here, about this first changes is in the beginning, and that should be we're moving to cloud because it should be fundamentally better than what we have today.
Greg Warner:
If it's not better, there's no value in doing the activity. So we started with a vision and that vision was that all of the core things had to work from day one and they had to work better. So create issue, edit issue, up to issue, that just needs to work. There should be no argument whether it does or does not. That needs to work and work better. Create a page, edit a page, share a page. That stuff needs to work in Confluence without any problems. We also need to make sure that there are people in the organization who this could be a fundamental change of how they work, depending on how much they work with Jira and Confluence. So appreciating that there is some change management and some communications that needs to be ready as you do your cloud migration to ensure that your vision is going to work, but also acknowledging you will break some things. You're not going to be able to do a cloud migration and shift you from A to B without nothing.
Greg Warner:
It will go wrong. So we were aware of that and for that, what I would always tell people was that we're really fixed on the vision of making it sure it's better than it was today, but flexible on the details, how we get there. We will probably find different ways as we go along because things will change. Cloud changes itself. You'll discover things you didn't know before. There was a Jira admin that made a decision 10 years ago, you now found that. So yeah, very, very fixed on that vision that day one that we had to have this unboxing experience that when people got to use Jira and Conference Cloud for the first time, they could see why we'd spent so much effort to make sure it was polished and things just worked. And as you went a bit further out, there might be things to do with apps that might not be quite the same.
Greg Warner:
That's okay. And then further out, things you just ultimately can't control. And for that, we had 76 integrations of teams that had written automations from all over the company. We're never going to get to find out what they do, but we knew that some of those would probably break. And so just dealing with some change control and allowing those people to know this is coming, what the rest endpoints will be, how to set up their API keys. We did a lot of that, but we did have one integration that broke and that integration broke because the entire team was on PTO or leave that week. We can't avoid that one. But it was good to see other teams actually jumped in because they'd been involved in updating theirs to go help fix that. So that was okay. We had one integration that we really gave the white glove support to and that was for... We have a Salesforce to Jira integration that's a revenue-generating integration.
Greg Warner:
We gave that a lot of attention to make sure that just worked. But the 76 others, we provided a runbook. The runbook was essentially teams, you do things like this. So they knew how to change and update to the new system. But yeah, certainly the beginning, middle and end. The beginning is all those shifts that you're going to have to change and probably some history about design decisions. The middle is in fact your cloud migration and the end, middle to the end is everything you do with it afterwards. So that's where the real value comes from in your cloud migration. It's once you're in, what can we do with it?
Greg Warner:
And we are towards the end of that now. There have been things that I couldn't have planned for that people have done. So we did your advanced roadmaps, saving the forest there, but also we're encouraging our staff to extend the platform. That used to be really difficult and we've worked with Atlassian to understand what should that look like? And we've settled on using it Atlassian Forge. And so now we have our first app this week, in UAT, in Atlassian Cloud to solve business problems that we have. That's a custom Atlassian Forge app. And we're encouraging our engineers to build those and so they can extend and get that real value through the cloud migration.
Chloe Hall:
Yeah, wow. You've come so far and it's nice to hear that you're towards the end of it and all the opportunities are coming with it and you're seeing all the value. It's all paying off as well. I think I just want to go back to that moment where you talk about there isn't essentially a roadmap outlay. There isn't someone or something to follow where it says this is where you need to start. These are the steps to cloud migration. And I think a lot of people, that's what they fear. They're like, we're not sure exactly where to start. We're not sure what roadmap we'll follow. How do you navigate that in a way?
Greg Warner:
So I get back to that when I talked about the vision. We said we're fixing the vision flexible details. Early on when we signed for cloud migration, it was in the first week after we'd signed for it, that same CIO asked me, "Greg, what's our date? When are we moving? Because you've sold me that this is so much better. Where's the action? When are we get this?" And we took a good six weeks after we signed to actually understand the tooling that's available. So for Jira, there's really two options. There's the Jira site import and the Jira cloud migration assistant. And on Confluence side, there's one that's called the Confluence cloud migration assistant. Better kind of understand how those technologies work. And for a couple weeks there, my team actually considered if we did the migration ourself, we could probably save the company a bunch of money and we would own it.
Greg Warner:
We would know how this thing worked. We got about four weeks in and decided that was a terrible idea. Do not do that. Any enterprise customers I talk about that say we're going to do it ourselves, do not do that. Do not do that. And part of the reason is that there's really four pillars to success for your cloud migration. Jira migration, Confluence migration, apps, and users. And we did not know how to do apps and users and we probably could have gotten away with Confluence and Jira. But we said, look, this is something that we actually need to have a partner involved. And so we did ask for partners to provide their way of doing it, knowing what they knew about us. And we did provide as much detail as we can. We had two partners actually provided completely different methodologies how to get there.
Greg Warner:
So this is that flexible on the details, but we really had to make a decision on what worked for us. So when it really came down to Jira, would we do a big bang approach and just switch it over in the course of a weekend or did we want to do cohort by cohort over time? And we decided for us, because we are a 24/7 organization that's supporting our customers, doing the big bang switchover, that was the best way to do it. So that's one of the reasons we chose the partner we did. But that partner didn't necessarily have a roadmap of where they want to go. But we did then explain what we want to get out of this. That was the first thing, was about it needs to happen on a weekend. So that then filters down what your choices are. The ecosystem apps part is really important to make sure that one, there may have been apps installed in your system that have been there for 10 years and you're not sure why they're there anymore because it was four Jira admins ago.
Greg Warner:
Nobody knows what's there. But if they don't have a cloud migration pathway, you really should consider they're probably going to hit their end because there is no equivalent. So you can rule them out. Identify the ones that do have a business process with them. And for that, Salesforce for us, we had to find a cloud-first connect that would work. So that meant that we knew that was going forward. But really, I think the key thing that we invented that we didn't know about was that we created this thing called an App Burn Down. And that's where we looked at all the apps we had. We had about 40 apps. We said, okay, which ones are not going to go to cloud? Which ones don't have a migration pathway? Which ones are going to replace something else? And so we started to remove apps over the course of about three months.
Greg Warner:
So people would see that we're starting to get away from on-prem design decisions and old ways of doing things. But we also said, but once we get to cloud, this is the pathway out of it. So that we said, look, we're going to turn this app off but you're going to get this one instead, which is the cloud-first app. So people could see how we're going to make the jump over the river to get there. But it meant that we would, over time, identify apps that weren't used. If we turned them off and nothing happened, it's fine. But also we did come across some where they were critical to a business use. And so if we didn't have an answer for those yet, it gave us time to find one. And with your user base, typically it's your colleagues, that's going to be your most critical customers. They're going to ask, okay, you're turning it off. When do I get the functionality back?
Greg Warner:
And by doing that App Burn Down over time, that does buy you time to then have that answer. So it's a much easier conversation than I'm simply turning off functionality, I don't have an answer for you yet. There are things like that. It wasn't necessarily a roadmap, but working with a solution partner is absolutely the right way to go. Don't try and do it yourself. They also work with Atlassian and they have far better reach into getting some of these answers than you can possibly ever have. And I have on at least three different occasions where our solution partner did go and speak directly with an ecosystem partner to find out what's the path forward. How can we make this work? So it is good. The migration is really a three-way collaboration between yourself, your solution partner, and Atlassian. And you all have the same goals. You want to get to cloud and it does work really well.
Chloe Hall:
Wow. Yeah. So sounds like hope everyone got that advice. Definitely don't take this on your own. Reach out to solution partner. And I really like how you said you went to two different solution partners and you found out what their ideas were, which ways they wanted to take you, so you could kind of explore your options, work out what was the best route for Splunk. And it's worked very well for you as well. Having that support I think as well. Yeah. Sorry, you go.
Greg Warner:
The choice of the partner is really important and it's probably one of the earliest decisions that we made to get that one right. And I remember several times thinking about, have we got the right people on board? Did we speak to... And it was an interview process to the extent that when we had our final day after we'd been working with Atlassian and with our partner for six months, one month after our migration was completed and we're all done, we had one final Zoom call with all of us and took a photo and did that. But it kind of felt like a breakup, to be honest, because we'd been in each other's faces for six months and working. We're now all saying goodbye. We might not see each other. It was like the weirdest feeling. But it did work. And so yeah, it is a real fundamental choice.
Greg Warner:
Just take the time, make sure they understand what we want to do, make sure you understand how they're going to do it. But yeah, if we have done it ourselves, we would've got ourselves all caught up in knots, wouldn't have been a successful migration or so. I'm a technical guy. I want to solve it. I want to be like... But I think the actual right answer was no, you don't need to know how this works 100% because you're going to do this hopefully just once. And so focus on the real business value things about dealing with stakeholders and the change and making design decisions that are really important for you because you're going to own those probably the next decade rather than worrying about how do I get my data from A to Z?
Chloe Hall:
Yeah. It definitely would've felt like a breakup for you because you would've been working side by side for so long, dealing with so much. Are you still in contact with them or...
Greg Warner:
Yeah, we had this fundamental thing we always said is we're always, if there's a problem, we're always cautiously optimistic, we're going to solve it. We did engineering challenges that we went through, but I did say right early on is, the ecosystem is only big and we're all going to bump into each other at some point. So yeah, let's make sure that we're still friends at the end of this. And I didn't realize how important that was until later when I was in New York for Christmas and I arranged to meet the project manager that worked for us. She lives in New York, so how about I meet you so... So we met each other at the hotel and she's like, "I have never met a customer outside of work to do this." Yeah, I gave the story about it felt like a breakup, but she did say that at the beginning you said we'll be friends after.
Greg Warner:
Yeah it is because it can be really hard. I've been on the consultant side where you kind of have to have some hard conversations and sometimes... You want to make sure that everyone understands the problem. You're trying to make it better so that at the end of it, you can still be friends like that. That is the thing. There probably will be engagements later on that you might need them again. So you want to make sure that you have your choice of best in breed partner to choose from. You have those relationships. They understand what you want to choose. So yeah, it is really important to choose the right partner. Don't necessarily based on price but choose the partner that's going to work for you, understands what you're trying to get out of your cloud migration and they'll be there in the future when you need them for another cloud migration or a much more gnarly project. Try and be friends at the end of it.
Chloe Hall:
And definitely it's good that you have that friendship now because they have that understanding about your business and what you want and the value of it. So if you do need help again, it's a lot easier to bring them on board straight away. So now that you've performed a cloud migration and you're coming towards the end of it, do you look at the process any differently to when you were at the very beginning?
Greg Warner:
Yeah, I thought we were just executing a data migration just yeah, on-prem to cloud.
Chloe Hall:
Yeah.
Greg Warner:
Pretty straightforward, nothing big. I was pleasantly surprised as we're making some of these decisions as we went along, that it was more than that. There were business processes that we could improve. There was the beginning, the middle, and end. I didn't realize that until actually after the end. So when we did our cloud migration, it was actually the week before Thanksgiving in the US. It was November 19. And even that decision was made in just going for a walk at lunchtime. When should we really do this? And I kind of came down again, spoke to my project manager and said, "How about we do this in the cloud migration the week before Thanksgiving?" Because 50% of our workforce is located in the US and a large proportion of that will be on leave or PTO before.
Greg Warner:
So by doing it over a weekend before then we're ensuring that... Like when you open a new restaurant. You don't want to have all of your tables full on the first night. We knew that we were going to have everybody using Jira and Confluence day one after a migration because we're going to break some stuff. They actually turned out to be really exceptionally good idea. And I encouraged people to find... Look at your data and work out when is low time to do this? I've been involved in Jira and Confluence for a long time and just thought it's task tracker and it's a wiki. There's nothing there that I don't really know about. But one of the decisions we made was actually that when we completed the data migration and it was ready to go, I always said if we waited, do we get a better result? And the answer was no.
Greg Warner:
We should make this available to people now. And so we opened it up on a Sunday morning in the US, which was starting to be business hours in Australia. We started making teams aware that they can now go ahead and use Jira and Confluence. And it was the feedback that we immediately got from those teams that were starting to use Jira service management in cloud for the first time, about, "Wow, this is so much better than it was on-prem." And people said, "I can actually see the attention to detail you've made on fields and descriptions and the changes you've made." And it started to impact people's workday that this was better than it was. I didn't expect that to come back. And so I have a montage that we share with the team of all these Slack messages from people saying, "This is really good. This is much better than we had before."
Greg Warner:
What I didn't also realize is that when we moved from on-prem to cloud is the data that we had became more usable and accessible. Hadn't planned that. It seems obvious now, but when we put it in cloud and it has all the security controls around it and now no longer has the requirements of things like VPN to get access to it, people could build new things to use it to be able to interact with your issues, to interact with pages. And so we started with 76 integrations and over space of three months now we had this big jump in the first three months up to about a hundred something and now we're going to Forge And what it means is people who have had this need to be able to get to the data can now get to it. I didn't see that coming. I just thought we were just server cloud. But yeah, having a more accessible has led to improvements in the way that our teams are working but also how they use it in other applications that just simply wasn't available before.
Chloe Hall:
Yeah. Wow. That's great. And it's good that you were able to receive that feedback straight away from the teams that you had in Australia. I think that's really good and it sounds like it's created such a good opportunity for you at Splunk as well now that you're on cloud.
Greg Warner:
Yeah, it's certainly a business leader that can propel you forward and I eagerly come in now and look at what are other teams going to do with it. And so when we had the first team that said they want to build a Forge app, I'm like, Sure. We should not discourage that at all. Extend the platform. That's why we spent the money and time to do it. What can you do with it now? And we did certainly make Atlassian aware on the product side, like how we're using it and where we'd like to see improvements. If you look at the server DC comparison, I used to be that person that would look at the new features in cloud and ask that question about, when is that new feature coming to on-prem? To going to being that customer who's now, I have that feature today, right? And I'm using it because we don't wait for it.
Greg Warner:
So you mentioned about things you didn't plan from the roadmap. There are design decisions that I talk to enterprise customers that I need to make aware of about. One of them is to do with release tracks. In enterprise cloud, you can choose to bunch up the change to cloud and then they get released periodically every two weeks, every month. When I looked at that, came back to one of our principles about don't implement server in cloud, why would we do that? Atlassian has far more data points on whether this works for customers at scale than we do. So why would we hold back functionality? So as a result we don't do release tracks. We let all of the new functionality get delivered to us as Atlassian sees fit. And the result of that is our own engineering staff, our own support staff who use Jira, get the notifications about new products and features and this is fantastic.
Greg Warner:
Again, why would we implement server, which is where you would bunch up all your changes and then go forward? The other thing too about our cloud migration journey is don't be blinked that you're just doing a cloud migration today and then the project ends. There are things you need to be thinking about as you go along, but what's the impact in the future? So for us, we have multiple sites. Enterprise customer have multiple sites. So there are design decisions that we've made so that we can, in the future, do cloud to cloud migration. You will move sites. Your organization could be bought or could be buying companies. So you do mergers and acquisitions. And so as part of that, we have some runbooks now that talk about using the cloud-to-cloud tooling so we can move a Jira project from a site here to a site there, how we'd move users here and users there.
Greg Warner:
And that actually came about through the assistance with our TAM, not focusing just always on the cloud migration date but also what's that look like six months later? What's it look 12 months later? So that you don't perform your cloud migration and then lock yourself in a corner that later on now I have to unwind something. I had the opportunity to fix it. So yeah, I do encourage migration customers to also think six months, 12 months beyond their cloud migration. But what could also happen and then speak to your solution partner about design decisions today that could affect you in the future.
Chloe Hall:
Yeah. So you definitely need to be thinking future-focus when you're doing this cloud migration. I know you've addressed a lot of the opportunities that came out of the cloud migration. Was there anything else that was an unexpected value that came from it that you wanted to share?
Greg Warner:
The other value is make it more accessible. We have seen people use it in different places that we hadn't thought about. So some of the things that we were doing before, we had to have a company-owned asset to get on the VPN and just things like that. That actually restricted people in where they could do work. Whereas now we've, as long as you've got a computer or mobile device connected to the Internet, absolutely you can use a mobile device support, you can get access to it. Approvals that used to be done on a computer are now done on a mobile device. Those things. But I think the integrations has been probably been the one thing I'm most... We're not the catalyst. We kind of pushed it along but seeing people get real use out of it and using the data for other purposes. We have seen people build some microservices that use the data from Jira that we couldn't do before. Again, you're just unlocking that potential by making it more usable and accessible.
Chloe Hall:
After going through the whole migration journey and, like you said, you're coming towards the end of it, what were the things that stood out to you that you're like, okay, they didn't go so well? Maybe if I was to do this again, how would I do this better next time?
Greg Warner:
So I get back to that day one unboxing experience. You know you want to give it that best experience. And we delivered that for people in Australia and APAC as we opened it and they got to use Jira for the first time and it worked fine. And that is mainly the result of a lot of emphasis on the Jira piece because we said, we know this is going to be hard. It's got workflows, issue schemes, notifications schemes. This is going to be hard.
Greg Warner:
So we started that one really early and then probably about 60% down through our migration journey, we started on Confluence. We thought how hard can Confluence be. It's a bunch of spaces and pages. It can't be that hard. We actually hit some migration challenges with the engineering tooling with Confluence, which meant that the Confluence UAT was delayed. The Jira UAT was fantastic. Ran for a month. We found some problems, got fixed, got answers. We were really confident that was going to be fine.
Greg Warner:
And then we hit this Confluence piece. We're like, wow, this is going to be a challenge. And there was at least one time I could think of. It was a Saturday morning at breakfast where our solution partner sent me a Slack message about, I think we've got a problem here with some tooling. What are we going to do? Towards the middle of the day, I was kind of scratching my head. This could be a real blocker. We actually worked with Atlassian, came up with the engineering solution, cleared that out. That was good to see, like in the space of 12 to 24 hours, there was a solution. But what it meant was that it delayed the Confluence UAT and it made a week. And there was something we found to do with the new Confluence editor and third-party apps right at the end of that week. And we had to really negotiate with our stakeholders to make this go ahead.
Greg Warner:
Because again, if we'd waited, we'd get a better result. No, we really should go. We know that there's this problem. It's not system-wide but it affects a small group people. So we did it. But for about a hundred people they have this really bad Confluence experience because of this thing. And so for me, I couldn't deliver on that thing I promised, which was a day one experience that was going to be better than what it had before.
Greg Warner:
Now we did work with Atlassian and app vendors to get some mitigation so it wasn't as bad on day five. It wasn't day one but it wasn't perfect. But I would certainly encourage people to make sure that you do treat Jira and Confluence with as much importance as each other. They do go together. When I did our cloud migration, we did it on a weekend and I remember coming back after dropping my kids at school on Tuesday and sitting in the car park. I was like, wow, we actually pulled that off.
Greg Warner:
If we'd propose to the company to move your company email system and your finance system on a weekend, the answer would be no because it's too big a hat. But what we'd said is we're going to move all of our Atlassian stack in a weekend, which really is two big systems, Jira and Confluence. So if I had the time again, we would've started Confluence much, much earlier and then we wouldn't have the need to rush it at the end. And that really did result in a bad day one experience for those people. We have worked with Atlassian since then. We're getting that resolved. We know other Atlassian guys have the same problem. I would start early and don't underestimate the complexity that could happen. There will be some things outside of your control.
Greg Warner:
I talk about this Confluence problem and the migration tooling, which is actually do at scale. Not every customer will see it. We saw it, I conducted customer interviews when we were doing our solution partner decision and the customer actually told me this. Like I should have started Confluence because we had this problem, we wasted some time, and we did it. I even have my notes. But it wasn't until later, same problem, you even had the answer and they told you and you still waited. So I'm spending a few minutes on this podcast talking about it because it happened to me. It's probably going to happen to the next person. So if I could do one thing and that is just encourage you to start it earlier. You're going to end up with a much, much better migration and hopefully can deliver on that day one experience that I couldn't do.
Chloe Hall:
Yeah, no I'm so glad that you've shared that with the Easy Agile audience as well because now they know and hopefully the same mistake won't keep getting repeated. Well, Greg, my final question for you today, and I don't know if you want that to be your answer, but I think it's really good just for the audience, if there's one key takeaway that they can go away with them today from the podcast, what would be that one piece of advice for everyone listening to start their migration journey?
Greg Warner:
The first thing to do is to prioritize it. So if you're an Atlassian customer that's using on-prem Jira or Confluence and you don't have a timeline and you don't have a priority to your cloud migration, start there. Open up the task, which is start to investigate Atlassian Cloud and choose a date. Because yeah, there will come a situation down the track where you might be asked by your CIO and so it's better to have an answer prepared already. I would encourage people to start to look at it because it is the future. If you look across the industry, people are moving to SaaS. It's really a question. Do you want to maintain and be that customer wondering when that feature's coming to cloud or do you want to be that customer in cloud who has it today? We have seen a monumental shift to when we moved to cloud in functionality, availability, all the good things that cloud delivers. And it's one of the biggest promoter... The person that used to write exam questions for servers now saying go to cloud.
Greg Warner:
Absolutely. So when I've spoken to other enterprise customers, particularly at Team, I said like, when do you plan your cloud migration? I was like, wow, we're going to start it in three years. I'm like, three years? You need to go back to the office next week and start like 12 months because yeah you will... There is absolutely a competitive advantage to doing it. And it's not just me being now as biggest cloud opponents. We see it, we see it every day and for me, this is one of the most influential projects I've been involved in with Atlassian since 2006. This one here is going to have a long-lasting effect at Splunk for a long time and I'm happy to speak to yourself at Easy Agile and others about it and here at their cloud journey because I want to go to Team next year. I want to make sure we have these conversations in the whole way about, I got that one thing. It's either I started my Confluence migration earlier or I actually put in a timeline of when we should start our cloud migrations.
Chloe Hall:
Yeah, beautiful. That is some great advice to take away, Greg. And so honestly, thank you so much for coming on the podcast today. You have provided some brilliant insights, takeaways, and also because there is no roadmap, I feel like your guidance is so good for those who are looking to start their cloud migration. Yeah. We really appreciate you sharing your knowledge.
Greg Warner:
All right. Thanks for having me on. Thank you for listening.
Chloe Hall:
No worries.
PodcastEasy Agile Podcast Ep.24 Renae Craven, Agile Coach on team alignment and taking a leap out of your comfort zone.
"I had an inspiring conversation with Renae around the benefits of leaping out of your comfort zone and aligning team behaviour " - Chloe Hall
Chloe Hall- Marketing Coordinator at Easy Agile is joined by Renae Craven - Agile Coach, Agile Trainer, Scrum Master Coach and QLD Chapter Local Leader at Women in Agile.
Join Renae Craven and Chloe Hall as they discuss:
- Renae’s journey to becoming an Agile Coach and Agile Trainer
- Taking a leap out of your comfort zone
- The importance of taking time to gather feedback and reflect
- Building a team environment where everyone feels safe to contribute
- Aligning team behaviour and how prioritising learning impacts team delivery
- Why sitting all day is bad for you and how to bring movement into your work routine
- + more
Transcript
Chloe Hall:
Hello and welcome back to the Easy Agile Podcast. I'm Chloe, Marketing coordinator at Easy Agile, and I'll be your host for today's episode. Before we begin, we'd like to acknowledge the traditional custodians of the land from which we broadcast today, the people of the Dhuwal speaking country. We pay our respects to elders past, present, and emerging, and extend that same respect to all Aboriginal Torres Strait Islanders and First Nations people joining us today. Today we have a very exciting episode for you. We will be speaking to Renae Craven. Renae is an Agile coach, Agile trainer, scrum master coach, BASI Pilates instructor, and runs her own Pilate Studio.
Renee is also a chapter local leader at Women in Agile Brisbane and is the host of the podcast The Leader's Playlist alongside David Clifford. Renae's passion in life is to help people to be a better version of themselves by raising your awareness of areas they wish or need to improve them and to support them in their learning and growth through these areas. According to Renae, coaching is not about telling people what to do. It is about questions to allow them to dig deeper, uncovering realizations and their desire for change. Welcome to the podcast, Renae. Thank you so much for coming today. Really appreciate it and very excited to unpack your story, your journey, and all the success you have achieved, which is amazing. How are you today anyways?
Renae Craven:
I'm all, I'm good. Thank you, Chloe. It's Friday, so I'm always a bit wrecked on a Friday. Looking forward to sleeping in on the weekends and things like that. So yeah, Friday I'm already, always a little bit dreary, but other than that I'm fine.
Chloe Hall:
Well, that's good. Friday afternoon definitely can always do that to you. I'm very pumped for a sleep in as well. I think let's just get straight into it. So some of that I wanted to start was I just want to unpack you as a person, Renae, and kind of your story, who is Renae and the journey you've taken to become so successful today. So if you wanted to provide a little bit of background about yourself.
Renae Craven:
How far back do I go? So I did IT at uni, Information Technology at uni. So I started my career out as a graduate developer, software developer, pretty crap one at that.
Chloe Hall:
Surely not, I don't agree with that. I can't see it.
Renae Craven:
I knew enough to get by, but it was definitely not going to be something that I was going to do for the rest of my life. But back then I was 20 and kind of just was doing things that you were supposed to do when you grow up. You're supposed to go to school and you're supposed to do well in grade 12 and go to uni and get a degree and then get a job.
Chloe Hall:
Definitely.
Renae Craven:So yeah, I ticked all those boxes and found myself with a degree in a job in a good organization. And I was in that development job for a couple of years and then I kind of moved more into team leadership and I was a team leader for a while and then I became a scrum master back in 2010. So that was when I discovered Agile.
Chloe Hall:
Okay. Yup.
Renae Craven:
And I think the rest is kind of history. So when I discovered Agile, things started to make more sense to me. Talking to people, having teams, working together, collaborating together, solving problems together, getting multiple brains onto a problem. That kind of thing was one thing that I never made sense to me when I was a grad straight out of uni. And I'm like, "What do you mean?" Because even during my university, I was a little bit different and I was remote. I did university remotely years ago and with a group of four others, there were four others, it was a group of five. We did everything together, we did all our group assignments, we studied together, we ate lunch together, we just kind of did.
Chloe Hall:
So with the exact same group?
Renae Craven:
Yeah. All the way through uni. I went from that kind of group setting to working and more of an individual on my own like if I've sat in a cubicle with walls that were higher than me, I didn't have to speak to anyone else if I didn't want to. And that never really sat well with me. It was never kind of who I was. So when Agile was, Scrum specifically was here's all these people we're going to throw together in a team and here's all of the problems and you work out together how you're going to solve it.
Someone's not going to tell you what to do or how to solve it, you've got to figure it out as a team, it was a much more, cool this is what makes sense, this works better. Why wasn't it always like this? So yeah, that's kind of where my Agile journey started and it kind of progressed as I did scrum mastering for quite a few years in different organizations, different scenarios, different contexts. And then I guess I was able to comfortably call myself an Agile coach I would say maybe 5, 6 years ago. I mean, there's nothing really that you can do that you go tick, Oh, I'm an Agile coach now.
Chloe Hall:
There's no kind of straightforward degree or certification.
Renae Craven:
No, it's really just experience. And I had experience around and people were telling me, "You can call yourself a coach, an Agile coach now, you've got plenty of experience". I'm like, "Yeah, but I feel like there's so much more that I need to know or that I could learn". So I don't really feel comfortable. But I was working for a consultancy, so that was just how I was being marketed anyway. So that was kind of 5, 6, 7 years ago that that started to happen. And then I do other things as well, like Agile training. I love training people, I run training courses, do the coaching as well. And then I've got my Pilates as well.
Chloe Hall:Just an all rounder, a lot going on, that's for sure. I think as well, I just want to unpack, you had that transition when you were a graduate developer and you found it quite isolating. And then you came into this concept of Agile when you are working in teams. Was it when you started doing that Agile, did that kind of spike like a passion, a purpose of yours and that's what led you down that Agile training, Agile coaching road?
Renae Craven:
I think, I mean purpose, I still don't know if I know what my purpose is in life. Passion. I think what it helped me understand about myself is where some of my strengths were. And my strengths aligned with what was needed to be a scrum master and a coach later on. So the ability to facilitate, that's a big part of being a scrum master, a big part of being one of the key things about being a coach. And that was just something that I was kind of naturally able to do, but I didn't know until I started doing it, if that kind of makes sense.
Chloe Hall:
Yeah. I feel like, isn't that always the way, It's like you don't know something or you don't really know your strengths until you just step into it. You've really got to get out of your comfort zone and just try new things, experience new things. Otherwise, you're never going to know.
Renae Craven:
Yeah, exactly. So yeah, can't trying to create that equal participation in a room or in a workshop from a facilitation and facilitating a group of people from different walks of life to an outcome and just letting it kind of flow and let the conversations flow. But still, you've got to get to this outcome by the end of the day or end of the workshop. That was something that I was naturally able to do. And I mean, my first workshop, how I facilitated that, I don't even remember what it was, but I'm sure how I facilitate now is very, very different. But it was still something that I loved doing, that I enjoyed doing. And the training part of it, it's funny because at school I used to hate public speaking. I used to hate.
Chloe Hall:
You sound like me.
Renae Craven:
Yeah. All of that, how I used to get up in English and do an oral exam and things like that. I hated all of that stuff. I was very happy to just hide in the background and never answer a question or never cause any trouble or be disruptive or whatever. Except in maths class I was a little bit disruptive in math class.
Chloe Hall:
I am resonating so much with you right now because I was literally the exact same. And I've always had a bit of a passion for math. So in maths I was super outgoing, would ask so many questions. But in English my biggest fear was public speaking. I just could not stand up for the life of me. It was the worst. I was always so nervous, everything about it. And I think that's really interesting to see how far you've come today from what you thought back then. Was there any type of practices, lots of work that you had to do on yourself to get to this point today?
Renae Craven:I think similar to what you said before, you got to get out of your comfort zone. And I think, especially early on in my career, that being pushed out of my comfort zone. There's a few leaders that I was working for at the time that, well a handful of people that over the years have pushed me out of my comfort zone. And in the earlier days where I wouldn't have done that for myself. So doing that for me or I didn't really have a choice because I was a good girl and I followed orders back then. It was just something that I went, "Oh okay, well that's cool". I'm glad in hindsight, I'm glad he did that because I wouldn't be where I am right now if I wasn't thrown into the pilot team, the pilot agile team. So yeah, there's things like that where I've been pushed into my comfort zone and just had a go and found out that, oh, it wasn't so bad after all.
Maybe I could do that again. And then you start to build your own kind of resilience, you go, well I've did this before so that's not much harder. I reckon I could do that. Or it's kind of thinking about it like that, but it's also changing. It was shifting my mindset to be you've got to get out of your comfort zone, you've got to screw up to learn. The way that it was at school where you got rewarded for being correct, you got rewarded for doing the right thing. And that's not how I learn. That's not how a lot of people learn. You have to screw up to then go.
Chloe Hall:
Definitely.
Renae Craven:
Okay, well next time I do that I'll do this instead.
Chloe Hall:
Yeah, definitely.
Renae Craven:
Or getting that feedback of how you did this, well next time maybe you could do this or whatever it is. Just getting that feedback. Whereas, I never got any of that at school. It was always Renae's perfect angel child, whatever it was.
Chloe Hall:
Still, nice though, but yeah.
Renae Craven:
Nice for the parents. Can we have more of Renae's in our class, nice for mom and dad. But in hindsight, it didn't really do much for setting me up for how.
Chloe Hall:
For reality.
Renae Craven:
Yeah
Chloe Hall:Really.
Renae Craven:
Exactly.
Chloe Hall:
Especially because I've recently gone through that transition from graduating uni into a full time job and working for Easy Agile, I'm always being pushed out of my comfort zone in a good way. Everyone's so supportive, they're always like, "Oh Chloe, try this, try that". And I'm just like, "okay, yep, I can do it". And if it doesn't go amazingly well that's okay. I've learned something and I can do it better next time.
Renae Craven:
Yeah.
Chloe Hall:
You can't just sit in your comfort zone forever, you don't get that feeling of when you do something outside of your comfort zone, you just feel so good after and you're like, oh, prove to myself I can do this.
Renae Craven:
Yep. And I think the big part of that is acknowledging the learning is sitting down. So one of the things we do, I do as a coach is one of the key times for a team or an individual to learn is to actually sit down and reflect back and then what was good, what was bad, and what am I going to do differently the next time. And I coach teams to do that, but I have to do that myself as well. So kind of realizing that as a practice, that's something that I have to do is sit down and when I do these things I would need to gather feedback and then I have to sit down and reflect on how it went. What I think I can do better or do differently the next time around I do something like this so that I am also myself improving in the things that I do. So it's really having that time and that practice to learn to sit down and what did I learn?
Chloe Hall:
Yeah, I do. And I agree with that. You need to take the time to understand, reflect, realize what you have learnt. Otherwise, life is so busy and you just keep going and going and going and you can just completely forget and it's good to take that moment. I really like how that's something that you do in your Agile coaching as well. What else do you do when you're coaching teams? What other elements are there?
Renae Craven:
Some of the stuff I've already spoken about, having that equal, trying to get that equal participation, equal voice. Trying to, the buzzword is psychological safety, but trying to make, trying to build an environment for a team where everyone feels safe to ask a question or to voice their opinion or whatever it is. And when we've come from, as a coach, what we're doing is usually coaching teams, people, organizations, through a shift from a certain way of working to an Agile way of working. And that means that the whole telling people what to do and when to do it and how to do it is gone. That's gone. And now you want to build that capability within the team itself. So creating that safe space so that the
team can ask questions and understand what they have to do so that they can collectively deliver something as opposed to someone just telling them what to do.So it's using your brain, using the collective group brain as well, instead of just having, not using your brain really, just waiting to be told what to do and then you'll know what to do, you just do it. But collectively solving a problem together as a team and then figuring out as a team how we're going to solve that or how are we going to deliver that is something that is quite, that's the bit I love as a coach, working with teams, building that kind of environment where they do feel safe to ask the dumb questions and things like that.
Chloe Hall:
And not have to be like, I think this is a silly question, but you definitely want to remove that.
Renae Craven:
And I think the other part is the learning still, it's exactly the same. It's taking the focus, trying to get the focus off, we must deliver and then we'll do some learning stuff if we get time trying to flip that around so that your, "No, no, no, you need to learn in order to get better at delivery". So take that focus, because a lot of teams will just say, we've got all these deadlines, all of this delivery pressure, we have to get this stuff done. We don't have time to sit down and think about what we've learned or how we can get better as a team. They're never going to get better as a team if they just keep in this endless delivery cycle. Making the same kind of time wasting things over and over and over again. So it's kind of flipping the mindsets of the teams as well to go, "No, hang on, we need to do this otherwise we're not going to get better as a team".
Chloe Hall:
Yeah, definitely. And I think that's where the Agile retrospective fits in perfectly. And I know I actually just came out of my retrospective with my team and we do that weekly and it's so good to come out of that with action items too. And it's like, okay, next week this is how we're going to get better. This is how we're going to advance, this is our focus and there's also no hidden problems because it comes up every Friday, we talk about it. So you're not going into Monday the next week with a grudge or you're annoyed about something with the workflow of the team. You've addressed it, you've left it in the last week, you've brought the action with you obviously, and hopefully it's going to get better from there.
Renae Craven:
Yeah, absolutely. And that's the key. It's the whatever we've decided in our retrospective of what we're going to do differently, we're doing that differently the next day or Monday in your case. It's not something we talk about and then we just kind of ignore it and we just talk about it again in two weeks time or whatever it is. It's the putting into practice the decisions you make as a team and those retrospectives all of the time. They're not massive actions either. They're just little tweaks here and there.
Chloe Hall:
Yeah, there's small things.
Renae Craven:
They just kind of build up over time.Chloe Hall:
And that's the thing, it's like if you do it on a regular occurrence, they are small things, but if you are not doing it regularly, then that's when they build up and they become big things, big problems and massive blockers within the team as well.
Renae Craven:
Yeah, absolutely.
Chloe Hall:
Yeah. So I'm wondering too, Renae, when you do your Agile coaching and your Agile training, so you do that on an individual basis as well as teams. Do you think there's an aspect of the mindset, the agile mindset there, and does each individual need to come to work with that agile mindset for the team to be able to flow better?
Renae Craven:
Mindsets. If everyone had the same mindset then it would be robots or.
Chloe Hall:
True.
Renae Craven:
The world would be very boring.
Chloe Hall:
Very good point.
Renae Craven:
I think that's a bit, for me when I think about a team, an agile team, as long as there's some alignment on how the team behaves, why they exist, what their purpose is and how they treat each other and how they solve problems together, then the mindsets of the individuals within that team, they can be different. And that's fine as long as there's that agreement amongst everyone of this is how we are going to behave. I come up against people all the time who have been forced to work in this agile way. So their mindset's definitely not in the mindset that you need for an agile team, but if they're in an agile team and there's people in that team that have got the mindset or the behaviors that you need to have in order to deliver in an agile way, over time it kind of balances out.
And over time those the mindsets will start to shift as well as they see how other people in their team are behaving, how their leaders are behaving, things like that. So I kind of always think of it as more of a behavioral thing than a mindset thing. How do we make decisions, like I said, how do we treat each other, how do we approach problems, who are our customers, all of that sort of stuff. It's more that behavior that I like to, instead of me thinking, oh, they don't have the mindset, they don't have the mindset, I just kind of look at how they behave. Because at the end of the day, you can't force that
mindset. But as a team, when they start humming to working together as a team, they're going to be delivering what they need to deliver. And they all just, that's the whole cross-functional part of it. You're bringing together different minds, different backgrounds, different experiences, different skills, all of that stuff.Chloe Hall:
Definitely.
Renae Craven:
You're putting them in a team together so that they can use their skills. They're all those different pieces to solve these problems.
Chloe Hall:
Yeah, no, definitely. I think the way people behave, it has a lot to do with it as well. And I think on that too, you can be in the right type of mindset, you can behave in the right way. And that has a lot to do with the way you're showing up at work as well. It's the way you come to work. If you're had a bad morning, then that's going to impact how you are that day. Or if you've waking up that morning and you have kind of a set morning routine that gets you into that good routine for the day, that good mindset and behavior, then it can help a lot. And I think as well, this is something I'd love to chat to you about too, because you've got the background of Pilates, you're in your own studio and you've been a instructor for how many years now?
Renae Craven:
It'll be a year and a half since I qualified.
Chloe Hall:
Yeah. Nice. Yeah, so I'm also an instructor. I've been teaching I think for about six months now. But I'm just wondering too, so you've got your two passions, Pilates studio owner and then also an Agile coach. Is there that element of setting yourself up for the day in the morning, do you think if someone, they meditate have the type of morning routine they exercise, can they behave better at work essentially? What are your thoughts on that?
Renae Craven:
Yeah, I think definitely the better you feel in yourself or the way feel within yourself, definitely has a direct correlation to how you come across how you behave at work. So yeah, if you've had a rushed morning or a traffic was crap on the way to work or whatever it is, then definitely you're going to be quite wound up by the time you get to work.
Chloe Hall:
Yeah, definitely.
Renae Craven:
It's going to impact the way that you respond to questions or respond to people or respond to your team or whatever it is. Yeah, absolutely. But myself, I don't really have a set routine in the morning. I go to gym but I don't go to gym every day. But the mornings that I do go to gym, I never feel like going because no, I just want to sleep.Chloe Hall:
It's early. Yeah.
Renae Craven:
Yeah. But I have to go in the morning or I won't go to gym. Gym's something that, it's a bit of a love hate relationship. I know I have to do it, but I don't like doing it.
Chloe Hall:
Not even after? That feeling after?
Renae Craven:
Afterwards is good. It was like, but from, oh thank God that's done.
Chloe Hall:
Yeah.
Renae Craven:
Tick I'm done for the day.
Chloe Hall:
Out of the way.
Renae Craven:
If it was in the afternoon, if I went to gym in the afternoon I wouldn't go. It would just be, "Nah, it's too hard or I can't be bothered, I'm too tired". So getting up first thing in the morning, I set my alarm 15 minutes before my gym class starts.
Chloe Hall:
Wow. That is effort.
Renae Craven:
I know.
Chloe Hall:
That is good.
Renae Craven:
I race to get there but I have all my clothes set out the night before so I don't even have to think. I just get out of bed, I put my clothes on and I get in the car and I drive to the gym and.
Chloe Hall:
I do the same thing.
Renae Craven:
I do my class, I haven't had time to talk myself out of it just yet. But afterwards it's like, oh yes, excellent. That's done for the day. And yeah, it is nice to know that you have done that for the day as you start your work day as well. So on my gym days, that's probably my routine to get myself ready for work. But other days they're a little bit more relaxed I guess. I think if anything having a coffee is my, I cannot deal with the world without coffee. So whether I'm at home or I'm in the office, the first thing I'll do is if I get to the office I'll get a coffee on the way in. So I'm drinking coffee as I walk into the office. So yeah, I guess that you could call that my routine.
Chloe Hall:
No, I think a lot of people, a lot of listeners as well will be able to resonate with that. And I used to be like that and then it just, coffee wasn't sitting well with me. I found it was just really triggering my nerves for the day and everything. So it was so hard. I went from drinking two to three coffees a day to getting off it and now I'll drink like a matcha instead. But that was such a big part of my morning routine as well and getting off it was one of the hardest things I've had to do.
Renae Craven:
Yeah, I did that once. I detoxed for one of those health retreat things years and years ago and I had to detox off coffee and everything actually.
Chloe Hall:
Oh really?
Renae Craven:
Before two weeks leading up to it and yeah, coffee was hard.
Chloe Hall:
Yes.
Renae Craven:
Very, very hard. Because I love the taste of my coffee. I just have it straight, I don't have any milk so I love the taste of my coffee.
Chloe Hall:
Yeah, wow. Okay.
Renae Craven:
But maybe it's also the other benefits of not wanting to kill people that coffee does to me as well. I can deal with the world now. I've had my coffee.Chloe Hall:
You're like okay, all right. Who needs coaching now? Who needs training? And I'm ready to rock and roll.
Renae Craven:
Yeah, I'm good now.
Chloe Hall:
Yeah. Nice. Yeah. Well the reason as well why I wanted to talk about the whole exercise correlation with work was because I did read your article on LinkedIn about what sitting all day is doing to your body and you're saying how Pilates can help with that. The section that I think resonated really well with me was when you said, when COVID-19 shut down the world and confined everyone working from home, those people who were working in the office environments, you found yourself sitting bent over a PC at home all day and it's back to back virtual meetings, you don't really have that chance to get up, have a break, go for a walk around and everything. And I think, I'm sure a lot of our listeners will be in that reality and even after COVID it is still the case. So I think just for the sake of everyone listening, is there any tips or anything to get you up, get you moving so you're not experiencing that on the daily.
Renae Craven:
I think the other difference is before COVID, sure you were sitting at your desk all day at work but you are also walking to the office and walking to meetings and walking to the kitchen and walking to go and buy your lunch and things like that. And you weren't kind of back to back meetings either. So you had that chance and if you were walking from room to room so you were getting up. Whereas at home it's just back to back meetings and I don't know about you but I run to go to the bathroom in between meetings.
Chloe Hall:
Yeah. I do. I actually do. Yesterday actually bit triggered by that.
Renae Craven:
I did that too yesterday actually. And even at the height of COVID, the back to back meetings were so bad. I didn't even have a lunch break. I was working, I was making my lunch in meetings and daylight saving as well. It always throws things because Queensland stays where they are and it throws everything out so. So in my article actually, it was more of a paper that I had to submit as part of my instructor course.
Chloe Hall:
Oh cool. Yeah.
Renae Craven:
And as well as my 600 hours of practice and.
Chloe Hall:Yeah. I can relate, I didn't have to do the article though.
Renae Craven:
So I kind of just pulled bits out of that and because I thought this is still relevant and maybe it will resonate with people and especially the people that I'm linked, LinkedIn is the audience, right? So that just things that happen from sitting, sitting down's bad for you, full stop. Where you're working or sitting on a couch all day, whatever it is, sitting down's bad for you. And the longer you sit, the more kind of slouched you get. The more your spine is always kind of in the rounded state, the less you are using your back muscles, your back extensors, the more you're sitting down your pelvis, your hip flexes are shortening because you're always sitting down and that kind of tightens your lower back. And then you've got your, even just using your mouse, you've got that shoulder that's doing extra stuff or backwards and forward stuff constantly. And then your neck as well and your traps, everything gets kind of tight.
So things that you can do. I wrote a, my article's got an example class plan to undo the effects of sitting down all day in an office job. But that class plan uses all of the apparatus. So there's things you can do on the mat or the reformer or the Cadillac or under chair. But I run a few online classes after work and they started during COVID and they're still going. And I designed those specifically to undo, I know those people have been sitting down all day. So my classes are very much unraveling everything that they've done the all day.
Chloe Hall:
The body.
Renae Craven:
I mean my classes, my math classes anyway, they're usually focused around, I mean tips for people not actually coming to a class but undoing, you're doing the opposite of what you've been doing all day. So if you sit all day, stand up, walk around, at least listen to your smart watch when it tells you take a break. Stand up and take a break. And walk out to the letter box and get some sunshine at the same time, if you're lucky there's not much suns around these days.
Chloe Hall:
If it's out, make a run for it.
Renae Craven:
Doing kind of shoulder rolls and neck stretches and hip flexors stretches so that you, like I said, just undoing, doing the opposite of what you do when you're sitting. So think about the muscles or the tendons or whatever they're, even if you're not familiar with what they are, you know there's some at the front of your hip. And when you're sitting you can imagine that they're not being used, they're just being stuck there. So straighten them. Stretch them. If you're rounded all the time in your spine, then press roll your shoulders back, press your chest for and use your back muscles. And I don't even know if people are that familiar with back extensors. I don't know if people understand that. Because you've got your spine and then you've got these muscles that they're twisted that run either side of your spine. I can't remember the scientific name for them right now.
Chloe Hall:No. Me neither.
Renae Craven:
We just call them back extensors. And when you straighten in your spine, they're working and you're switching them on. It's just working your bicep, strengthening that muscle when you straighten your spine and you can even go past straight and go kind of backwards. You are using those back muscles and you're strengthening those back muscles and it'll stop you being like a rounded.
Chloe Hall:
Yeah, just bent over in the computer all day.
Renae Craven:
Hunched over.
Chloe Hall:
Yeah. That's it. You don't want that.
Renae Craven:
So it's really just doing the opposite or yeah. Joining online classes. I can put you through some exercises.
Chloe Hall:
Yeah, well we'll definitely share that article as well with this podcast so people can see that program or might be something that helps. For me at work we're very fortunate that we have a standing desk and I think that that is just so amazing. Because if I work from home, I don't have a standing desk and I can feel the difference. My body just feels, you just don't feel right and I feel more fatigued and yeah, I just need to get up and move more often.
Renae Craven:
Yeah. If you stand all day, it's the same thing. You've got to sit as well. You've still got to do the opposite. Standing is like, because you can get slouch when you stand as well, so you can still over time get tired and kind of slouch over or you're still kind of tense in your shoulders and things like that. So you can kind of need to still be aware of your posture when you're standing and just self-correct or still go for walks, still give everything a chance to move the way it's supposed to move not stand still all day.
Chloe Hall:
Yeah, definitely. On that, Renae. Yeah. Thank you so much for coming on the podcast today. Really enjoyed this chat with you. I think there's a lot that our listers will get out of it and I definitely want to continue more of this Pilates conversation too.
Renae Craven:
Thank you Chloe. Thanks for having me.
Chloe Hall:No worries, thank you.
PodcastEasy Agile Podcast Ep.1 Dominic Price, Work Futurist at Atlassian
"I had the pleasure of sitting down to chat with Dominic Price from Atlassian. It was so enjoyable to reflect on my time working at Atlassian and to hear Dom's perspective on what makes a great team, how to build an authentic culture and prioritising the things that matter."
- Nick Muldoon, Co-CEO Easy Agile
Transcript:
Nick Muldoon:
What I was keen to touch on and what I was keen to explore, Dom, was really this evolution of thinking at Atlassian. I remember when we first crossed paths, and correct me if I'm wrong, but I recall it was like late 2014, I think.
Dom Price:
Yeah, it was.
Nick Muldoon:
Scrum Australia was on at the time, and you're at the George Street offices above Westpac there, wherever, and we had Slady in the room, there was yourself. I think Mairead might have been there, I'm not too sure.
Dom Price:
No, probably not. I think it was JML's engineering meeting, engineering relationship meeting.
Nick Muldoon:
Right.
Dom Price:
Involved in the
Nick Muldoon:
Hall of Justice, right? Not Hall of Justice.
Dom Price:
Not Hall of Justice. Avengers.
Nick Muldoon:
Avengers. When was the last time you were in Avengers?
Dom Price:
A long, long time ago. A long, long time ago.
Nick Muldoon:
You've been working from home full-time since March, right?
Dom Price:
Yeah. Although, actually for me I can work from anywhere for three and a half years.
Nick Muldoon:
Yeah, fair enough. Okay.
Dom Price:
The shift for me was missing the work element. I'm missing the in-person work element because being on the road a lot, having that one day or two days week in the office, there's connective tissue, I didn't realize how valuable that was. Going five days work from home is not a great mix to me.
Nick Muldoon:
No, not a great mix for me either, Mate. I was the one that was coming into the office during lockdown. I was like, "Oh." It was basically an extension of my house, I guess, because I was the only one that was coming in. But I could turn up the music and I could get some work done without-
Nick Muldoon:
Yeah. All right. Back in late 2014 when we first crossed paths, we're at JML's engineering meeting, and that was before JML had gone to Shopify.
Dom Price:
Yes.
Nick Muldoon:
We were talking about all things. I remember talking about OKRs, which was the Objective Key Result framework that we were using at Twitter that I think Atlassian was looking at for the first time.
Dom Price:
Yeah, we'd been flirting with for a while.
Nick Muldoon:
Flirting with for a while. What was Atlassian using at the time? What was VTFM?
Dom Price:
There was two things we had at the time. VTFM which was Vision, Focus Areas, Themes, and Measures, which was our way of communicating our strategy, our rolling problem strategy. But then off the back of that we had what I would call old school KPIs. Right? We'd pick goals, right, we'd pick ways of measuring those goals, but very KPI-focused and very red, amber, green scoring focused. When we were small, it worked okay. It didn't scale particularly well because it became punitive. If you were green and you hit your score, you got ignored because you were always meant to, and if you were amber or red and you missed by anything, you got punished. Right? It's like, "Please explain." You got the invite to the head master's office.
Dom Price:
We wanted a way of getting stretched into there and also be more outcome-focused, because I think when we scaled KPIs, we got very output-focused like, "What did you do this week? What's the thing that you shipped?" Actually, the thing that we forgot about, and I think it was by accident, it wasn't bad intent, but we forgot about what's the outcome or impact we're trying to have on the customer, because that happens after the event. OKRs were a way of putting stretch in there and building the idea of moonshots and big ambition. But then also, refocusing us on, what is the impact we're trying to have on the end customer, not just what's happening in the sausage factory?
Nick Muldoon:
With that end customer perspective though, did you get that with the VTFM?
Dom Price:
No. Actually, the first year we rolled that OKR, that was part of the problem. We had the VTFM because that stayed, right? That was like the sacred cow for the first year. That stayed, and we just had OKRs underneath. Yeah, and we're like, "Well-
Nick Muldoon:
So you're mixing them together.
Dom Price:
... which ones do we report? The measures in the VTFM because that's our Atlassian level plan, or the OKRs, which is the things we're actually doing and the impact that we're having. You're like, "Well, both," and you're like, "Well, they don't meet. There's no cascade up or down, left or right, that had them aligned properly." The year after we actually phrased ... we got rid of the VTFM, and we now have our rolling 12-month strategy phrased as OKRs.
Nick Muldoon:
Right. Okay. At that time, Dom, back in 2014, when you were flirting with OKRs, as you said, was the VTFM that you were working to replace, was that company, department, team, individual, or did it just stop at the team?
Dom Price:
Yeah. That's where it didn't really scale, right? The organizational one made sense, and again, when you're smaller, it's a lot easier to draw the linkage between your team or your department and the company one. As we scaled, what happened was we'd have a company level VTFM, and then each department would go and build its own. The weird thing is, and again, this works for a phase, and then you realize it doesn't, is we don't create value up and down the org. We create value across the organization, and so building these VTFMs in departments was honing our craft. But it was doing it at the detriment of how you work across teams.
Dom Price:
I think that it's one of those things that at the time, we didn't realize. If I had a crystal ball, it would have been great. But it seemed like the right thing to do. Engineering had a VTFM. So did Design, so did Product Management, and you're like, "You know we only ship one experience, right?" I don't care if engineering's perfect and design's not because that's letting the customer down because this one experience that we shipped. There was this whole sort of arbitration where we'd build them vertically, and then try and glue them together horizontally, but they'd all been built in isolation.
Dom Price:
Then When it comes to trade offs, and every business has trade offs, whether you admit it or not, when you're like the best laid plans literally stay on paper, right? That's where they exist, then reality kicks in one day after you've built the plan. When reality kicks in, what trade off are you going to make? Are you going to do the trade off that delights the customer, maybe compromises you? Right? then how do you do that internally? Are you going to help Design and Product Management and load balance that way, or say, "Well, yeah, I'm an engineer and we're fine. It's Design's fault. How we'd adapt everyone is Design's fault." We quickly realized that a vertical model brought about some unintended consequences and some odd behaviors that weren't really the kind of behaviors we wanted as Atlassian.
Nick Muldoon:
Back in that time, Dom, in 2014, 2015, did you have the triad then with the product design and later for each of those groups?
Dom Price:
In physical people, yes.
Nick Muldoon:
But in-
Dom Price:
... modeling, no.
Nick Muldoon:
No. Okay. How did that come to fruition, that triad where they were working as one in harmony to deliver that customer experience?
Dom Price:
I think essentially, it's one of those brilliant mistakes when you look back. We're really good at reflecting, and you do a few reflections, and you suddenly see the pattern, and you like, "Hey, our teams that are nailing it are the ones where we've got cognitive diversity and the balance of skillsets." Not where we got one expert or one amazing anything, but actually, you're like, "Yeah, actually -
Nick Muldoon:
If look at some of these patterns-
Dom Price:
Yeah. You're like, "Hey, I just saw that design." They get the product manager in a headlock and have a valid argument at a whiteboard. You're like, "I actually like that. That's what I like, the meeting where there's consensus and violent agreement." Maybe that's the wrong signal, right, that the right signal is this cognitive diversity, this respectful dissent. You see that, and we're like, "Hang on, we have the realization that engineers build great usable products, and product managers are thinking about the whole sort of usability and along with the designers. Viability, you're like, "Oh, we need all three. All three of those need to be apparent for a great experience." You're like, "Cool. Let's double down on that." Right?
Dom Price:
We started to hone in a lot more on how do we get the balance across those? How do we understand the different roles? Because we didn't want to become homogenous. You don't want those three roles to get on so well they all agree. You also don't want to violently disagree all the time, right? A little bit of disagreeing commits great. If they're always in disagreement, then that comes out in the product. How do you find the things that they stand for, and how they bring their true and best selves to each phase? Right? If you think about any given product or project, there are natural phases where their skillsets are more honed, right? In the phases for us, part of managing design is often a lot better with the ambiguous and a whole lot of stuff. When it comes to building, I'm probably going to listen to the engineer more, right?
Nick Muldoon:
And you're handing it over to delivery.
Dom Price:
Yeah. But then also, it's like, well, it's not the ... If you think about delivery time, I think we'd sometimes think of it as the relay race. I think that's incorrect, because everyone's still going to see the relay race. Once I've run my lap, I'm done, right? But in product development, it's not because when I hand over the baton, I still have a role. Even if it's in build phase, the product manager and the designer still have a massive role. It's just that they're co-pilots and the engineer's the pilot, right? You don't disappear, your role changes. I think that was one of the nuances that we got as we started to bring in the right skills, the right level of leadership, the right level of reflection to go, "How do we balance this across those phases, and how do we be explicit on what role we're playing in those different phases?
Nick Muldoon:
Okay, that's interesting. I'm going to want to come back to that when we turn our attention to the customers in the Agile transformation landscape more broadly. But one thing that has got me thinking about with respect to this balance is the fact that Atlassian had the discipline to hire for a triad, right? If I think about, I think this was around 2013 at Twitter, and in one of our groups, we had pick a number, but there would have been 200 people, and there would have been less than 10 product managers. I think we actually had a ratio of like 20. It was something silly like 26 engineers to a product manager. It wasn't even a design counterpart necessarily for each of the product managers. The balance was way off, and it wasn't very effective. Was there a time at Atlassian where there was this reflection? Because I'm just trying to think, in my time at Atlassian, I don't think we had maybe a great balance. I think there was a much heavier in engineering than there was in design and product.
Dom Price:
Yeah, it's one of those things that if it's not there, you don't miss it. Right? It's weird, right? It was a lot of it before my time, but when I listened to the story, it's like even design as a discipline when I started in 2013 was a very small discipline. I think even then, it was kind of like a hack to the notion where it was like, "Oh, yeah, we got some designers. They do the pixels, right? They make stuff look pretty." .
Nick Muldoon:
They do T-shirts and they do like .
Dom Price:
Who knows, right? But it makes us look pretty, right? They drink craft beer, and they sit on milk crates. We had this archetype of a designer, and then you like, "Oh, actually, once you start to understand user experience, the integration points, design languages, design standards, and the experience, once you get your first few designers who say, "Here's how our products fit together," and this is the experience from a customer lens, you're like, "Oh, I'm not sure I'm a fan of that." It wasn't badly designed, but nor was it particularly well-designed. Once you start to make some improvements, then you start to measure customer satisfaction, and you make that experience more seamless, you suddenly see the value.
Dom Price:
I think for Atlassian, I think we started as an engineering company. We added product management, and then begrudgingly added design. Interestingly, in my time there, the most recent thing we've added is research.
Nick Muldoon:
Yeah. Okay.
Dom Price:
Fascinating evolution for us again to go, "What do you mean, research? I'm a product manager. I know everything about the industry in the section of the competition." They're like, "But do you know anything about the customer, and the job to be done at the top tasks, or how they experience, and thinking about things like accessibility, thinking about how our products integrate with other products, thinking about not just from a competitive landscape, but what's the actual job to be done, and what are the ways people are trying to do that, and the drop off points.
Dom Price:
Research has become a new muscle that we had the exact same experience with. First time you roll it out, people are like, "Oh, we don't need that. It's overkill." You're like, "I see, it's really quite good." Hard to integrate because you're giving me findings I wasn't expecting, and then there was a shift both for designers, but also for the product managers to go, "Oh, I can use a resource now because you're this independent group that can help me understand, not just my product and iterating on my products, but a level up, what's the thing that my products trying to do? Who am I competing with, and what does that experience look like end to end?" It's a completely different lens.
Nick Muldoon:
Basically what you're describing there, Dom, is you've still got the triad of the product design and leads. But now you've got this. It's a centralized kind of research team?
Dom Price:
Yeah.
Nick Muldoon:
Do they drop in for particular projects in different areas?
Dom Price:
Yeah. If you think about it, if you strip it back to plain common sense, I think over time, we got really good at explore and build. But maybe we lost a little bit of the muscle around wonder. These researches are great. The blinkers are out and they wonder, right? I'm sure they physically do this as well, but mentally, they stroll, right? They go quite broad, and when they come back with their insights, you're like, "Wow, that's given me a really good broad perspective." I'll give you a quick example where we're working a lot, and we always are on accessibility. It's easy to look at your current products and start adding stuffing. Right? That's the logical way of doing it. Or you look at your competitor's products, and how do you become a pair or a peer? Easy.
Dom Price:
What our research team did was they actually got a whole lot of people with different sight and mobility issues, and said, "We're going to now get you to use our products and go through some key tasks." They're already using it, but it's like maybe they're on a screen reader, or maybe they can't use a mouse, they can only use keyboard shortcuts. You suddenly see the experience through their lens, and we record it, and it's tracking eye sight and line of sight using all the actions. You've got this level of detail there where you're like, "Well, I know we're trying to build empathy, but actually seeing that experience firsthand is completely different than trying to think about it."
Dom Price:
You just seeing it through the lens of this person. The research team did weeks and weeks and weeks of research with different users, different backgrounds, different disabilities, different products and different tasks to give all of our teams the sense of what is it like as the actual person. Here, you can actually walk in that person's shoes, or it feels like you are.
Nick Muldoon:
If you're a product manager and a designer, and you're ... Because it sounds to me, Dom, like that sort of investigation or exploration that you're describing there with respect to mobility-impaired or sight-impaired people, that's something that it might be hard for me to bring that into my OKRs for our product. For that triad, how do I have ... I'm trying to push forward and chase down monthly active users, or cross-flow, or whatever it happens to be, and that's much more long-running. It's like it's a long-running thread that's just going to stay open for 18 months while we think about this stuff and have these conversations. Does that research group, do they actually have their own OKRs, and are those OKRs annually?
Dom Price:
Yeah. Yes and no. We do mostly OKRs across design, research. We now have a ways of working team. They tend to be shared OKRs or more cross-functional, are cross-functional to shared. The cross-function as in we have the same objective, but different key results.
Nick Muldoon:
Yeah, okay.
Dom Price:
If you think about accessibility as an objective, the research team, their key result is about having the latest greatest research and insight so that we can learn and understand. You're like, "Cool, that's your task." Right? The design team, your OKR is to take that insight and turn it into some designs, usability, and then you can actually go along the value chain, and each different person in that value chain has a different OKR.
Nick Muldoon:
Okay. Still today though, there's no OKRs at an individual level, right? It's all team, group-based?
Dom Price:
We have odds and sods. I've dabbled with it a little bit. Sometimes I think I've always got individual OKRs. The question is whether I share them or not. I think if you think about the majority of knowledge workers, they will have individual goals, "I want to learn a new skill, I want to acquire a new "
Nick Muldoon:
Honing the craft.
Dom Price:
Yeah, right? Whether you write that down and it benefits you or not is not up for debate. When it came to writing them down in a collective, having a single storage of them, any kind of laddering, I think the cost of that is higher than the benefit. Right?
Nick Muldoon:
Okay.
Dom Price:
We strayed away from saying everyone then must have individual OKRs, and then ladder, whatever, because it ends up getting very, very cumbersome, and actually very command and control. What we've done instead is really say to our leaders, and this is leadership by capability, not by title, but saying to our leaders, "This is part of a conversation you should be having on a regular basis with your people around growth, and how you're inspiring them, and how you're motivating them. How are they developing and evolving? What are the experiments they're running on themselves? Right? How are they with other people? What are their challenges, and how can you help them never get those challenges? What are their points of amplification that you should be calling out with them to turn the dial on that? Right? What are their superpowers that we should be really encompassing, right, and nailing?" That's part of a leadership conversation. Does that need to be written down and centralized? No. To me, it becomes a zero benefit to documenting that.
Nick Muldoon:
It's interesting hearing you describe that. That's very much learning and development-focus. If I think back to Andy Grove's High Output Management, my understanding of that at an individual ... of OKRs and an individual level was always with respect to your customers. What am I going to do for my customers? But you've actually framed it, what am I going to do for myself that's going to allow me to be in better service to my customers, maybe next financial year?
Dom Price:
Yeah. It's a secret. I'm guessing this is shared by Atlassian, but this is definitely my view of the world, and I've shared this with enough people now where they understand. You can't be a great teammate if you're not turning up your true best self. You got to take a step back. There's this whole weird narrative around the humility of being a teammate where you're like, "I'm a martyr, and I'll take one for the team." It's BS, because if you're not in the right zone for that team activity, you're not giving your best, right? You're actually the anchor that brings the team down. You step back from that and you say, "Well, how do you be the best?" Because not all work is teamwork. There's a lot of deep work and individual tasks and stuff that needs to be done. You're like, "Right, I need to be the best version of me. Well, what's that mean?"
Dom Price:
It means that before any meeting, I need to have done my tasks, or before any meeting, I need to have done my pre-meeting, right? If we're meeting as a team and we have this synchronous activity, what are the things I need to do to be best prepared for that synchronous activity to deliver the most value? How can I get the most out of that teamwork? How do I turn up and be present? How do I turn up with respectful dissent and challenge, right, and provocation? That requires me first to be an individual. Right? I think one of the dangers in a lot of work environments right now is people have lost the understanding of what it is to be an individual, what your key leadership style, your learning style, how do you turn up? Right? How do you critique? How do you take feedback? All these things that make you you, you need to know those and be aware of them before you can be great in a team environment.
Dom Price:
It's not just the tasks. You need to know you. If you're a great individual, and you've honed that, you can then be a great teammate, and if you're a great teammate, you can deliver great outcomes for your customers. Anything else is an accident, right? We've all been in accidental teams, which has delighting a customer, and we've sat there and gone, "Really not sure what I did to that guy. I'll take it. I'll take the pat on the back. I'll take the kudos, and the bottle of wine, and the congratulations. Not really sure I amplify that. I don't know. If you don't know, you probably didn't. Right? That's not humility. You're probably just a passenger. I think the danger in growth environments is there's lots of passengers who they're a passenger to lots of success, and after a while, they're like, "I'm amazing." You're like, "You're not. You've just been in the right place at the right time repeatedly."
Nick Muldoon:
I got to process that.
Dom Price:
Let me give you an example. Right? A couple years ago, I was in New York with a mate of mine, Sophie. She's unofficially mentored me and helped me a lot of the years, right? I'm talking to her about trying to scale me, and I was really angry about some stuff, and thankfully, it was late afternoon in New York. She bought me [inaudible 00:25:30]. We smashed a drink and we chatted away, and she's one of those people that just calls BS on you, right? I'm like, whinge, whinge, whinge, whinge, whinge. She's like, "Oh, cool." She's English as well. She's like, "So I'm guessing you're just going to whinge about it and hope it goes away." I'm like, "All right, fair point. Little bit, my English came out. I actually hoped that maybe even if I did whinge long enough, it would actually disappear." She's like, "That never happens, does it? What are you going to do about it?"
Dom Price:
We chatted when she gave me this challenge, and she's like, "You're not evolving." She's like, "You're adding stuff in, but you're full." She's like, "Cognitively, Dom, you're full." My challenge was I was reading all these business books at the time, and I knew lots of stuff, but I didn't feel any smarter. I wasn't doing anything with it, and it's creating this frustration spiral. She gave me the exercise, and you've probably seen this, the four Ls. She got a bit of paper, and she's like, "All right, write the four Ls down. Reflect on you as a leader. This is selfishly purely about you as a leader. Last 90 days, what have you loved? What have you done personally?"
Dom Price:
I'm like, "Oh, no, no, no, no." She's like, "Not like, because we're not doing likes here, right? We're not being soft. Loved, and own it. Actually, superpower, do more of it." We did that, very uncomfortable few sips of wine. Then she's like, "What's your loathe and what's your longed for?" I had lots of long fors, long list of those, but no loathed. She's like, 'All right, here's the problem. The long for, you're sprinkling in in the 25th hour of every day. No wonder you're not doing well at it, because you never giving it the ... You're not giving yourself any space, or time, or freedom to actually experiment. You're not growing. You're not getting better. You're just adding stuff in." I'm like, "Fair point."
Dom Price:
We went through, found some loathe. She's like, "Right, you're going to remove those. Who are you going to tell those habits, or rituals, or whatever, who are you going to tell that you're removing those because they need to hold you accountable? Because they'll slip back in really easily." I found someone, pinged them. She's like, "Right, the longed." She's like, "I need to let you know that when you add them in, you're going to be crap at them." I was like, "I don't want to be rubbish at anything. I'm a leader. I need to be a superhero. I need a cape, and I need to fly in, and everything must be perfect first time." She's like, "No, the first time you added a longed for, the chances are you'll be rubbish at it. Find someone who has that muscle and let them help you practice it, and you'll get better at it over time."
Dom Price:
Then the fourth L was what have you learned? What experiment did you learn yourself last quarter? What did you learn about yourself?" She's like, "Right, go and tell as many people as you can. That'll build a place where you're learning and networking environment for you." I did it, and then I did it again 90 days later. There's a few times when the power of rationalization kicks in, and I just BSed myself because really easy to do. Then other times where I've got really deep and analyzed on it, and it's enabled me every 90 days to evolve, right? Now, the moral of the story, and this is where we tie individual to team, the number of leaders I know in big businesses driving transformations, but they're not changing themselves. What behavior are they rolling with? They're rolling with the behavior of, "I'm fine. You're not. You all need to change," which is-
Nick Muldoon:
Yeah, role modeling status quo.
Dom Price:
Yeah.
Nick Muldoon:
Yeah. That's interesting. I've certainly heard of the love versus loathed exercise. I like that you, or that Sophie extended it to longed for and learned. I think that's really beautiful, and I'll take that. With the loathe in particular, were there things on that list that you had to delegate or you had to hire someone to do? Because there's things that I think about that I loathe with respect to the business, and typically, they're things about orchestrating, paying suppliers, or whatever it happens to be. How do I address that? I bring the bookkeeper into the business that-
Dom Price:
Yeah. The little game that we played is you're not allowed to outsource it until you drop it. Right? The idea is, you're going to find a way of dropping it first, because maybe it doesn't need to exist, right?
Nick Muldoon:
Okay.
Dom Price:
Because you've worked at big companies, and you walk around a big company, and you're like, "That person there, they only exist to do a task that someone probably could have automated or got rid of," but they didn't have the time. Also, they put a warm body in the way. Then you add another warm body, another warm body, and you suddenly realize you've got thousands of warm bodies keeping this deck of cards stacked together, and if one card falls, the entire thing comes tumbling down. I removed stuff that I was really uncomfortable removing stuff. I was like, "This is so important." It wasn't. My blinkers were just off, right? Then she's like, "We'll stop doing." She's like, "It's not life or death." She's like, "No, thanks, Dom. Well, you're not a surgeon, so stop doing something, and listen, and see what happens when you stop doing it." I'm like, "Oh, no, but these are really important. People will be angry. I'm a very important person." You remove something and no one bloody notices. You're like, "Why have I been doing this?"
Nick Muldoon:
Why was I doing it? Yeah.
Dom Price:
Yeah. Then I-
Nick Muldoon:
Can you-
Dom Price:
One of the big examples for me was meetings. This wasn't a delegate or [inaudible 00:30:24]. This was me just being a control freak, and turning up in meetings where I wanted to be there just in case. We looked at my condo, just a sea, I use Gmail, right, the sea of blue of all these meetings, double booked, triple booked. She's like, "Right." She's like, "Imagine you've got to set yourself a goal of getting rid of 15 hours." I'm like, "What? It'd be easy to create a time machine that adds 15 hours a week. I can't remove 15 hours of meetings. I'm a very, very important person." Then we played this game called Boomerang or Stick. I declined every single meeting, and I sent a note saying, "This is either a boomerang," in which case it comes back, or if it's a stick. When you throw a stick, it doesn't come back. The boomerangs, I want to know what the purpose of the meeting is, what my role is in the meeting, and what you're going to hold me accountable for.
Dom Price:
Two thirds of the meetings didn't come back. Right? The ones that did, I honestly admit to you, I was playing the exact wrong role in virtually all of them. It was funny because I get these emails back and they're like, so one of this meeting I was in, they were like, "Your role is the decision maker." In the next meeting I was like, "I need to apologize. I thought I was the protagonist." Every time they were suggesting something, I'm like, "Well, you could do that, or these three things." I was sending them into a complete spiral, and they were like, "You're a terrible decision maker." I'm like, "No, I'm a good decision maker when I know that's my job because this isn't your title. Your title stays-
Nick Muldoon:
Ah, Dom.
Dom Price:
... the same, right? Your title stays the same, but your role's different in every environment, every engagement, your role is different. We don't call it out, we just assume. Once we clarified those assumptions and realized I've got them all wrong, the meetings I was in, I was way more effective in. Two thirds of them didn't come back. Either the meeting [inaudible 00:32:09], or it didn't need me in that. If you think about it, and me and you know this, our most precious resources are time.
Nick Muldoon:
Time. Yeah.
Dom Price:
Why are we giving it away for free or for negative cost? Right? I'm like, "No, I'm growing all that stuff back."
Nick Muldoon:
Liz and I have been having this conversation for a while now about statistically speaking, I've probably got 50 years left on earth, based on how long a Caucasian Australian male lives. But I've probably only got 40 good, usable years left, because then you kind of like atrophy and all that.
Dom Price:
Yeah.
Nick Muldoon:
Yeah. Liz and I have been going, "Well, if we've only got 40 summers left, what are we going to do with 40 summers?" It's a really good exercise to bring you think real quick, what do you want to be spending your time on?
Dom Price:
Yeah. Absolutely. It's the same thing. You can do that at a meta, macro level for life, and I think you can do it on a annual quarterly basis. With work, there's so many things that we just presume we need to do, and both the four Ls and just my attitude has enabled me to challenge those and go, "Well, I just say why an awful lot right now." So it's like, "I'd like you to come to this meeting." I'm like, "Oh, cool. Why?" They're like, "I don't know. I'd like you there." I'm like, "But why? Because if you can't explain to me what you want me to do, then you probably don't need me there."
Nick Muldoon:
Five whys, right? Five whys.
Dom Price:
But also the reason I'm often asking them why is I'm like, "You do know I'm a pain in the ass when I do come to the meeting, so just I want to double check to you, you really want me there. Because if you converged on an idea and you want to ship it, don't invite me. All right, I'm the wrong person." Just challenging on that and getting that time back, and then using it for things that are way more valuable. I rebalanced my portfolio just like a financial advisor or a market trader rebalances a financial portfolio every quarter, I did the same thing with me. If I don't, then what I'm saying is when I don't do that, I'm saying the version of me last quarter is more than good enough for them for next quarter. What I'm saying is-
Nick Muldoon:
Yeah, which is never the case, is it?
Dom Price:
Yeah, I'm saying the world's not changed. The world stayed flat, right, and everything's going on a flat line. That's not the case. If I'm not evolving myself at the same pace as Atlassian or our customers, then I've become the anchor by default. I'm the anchor that slows us down.
Nick Muldoon:
Tell me, what portion of your time today are you spending with customers? Because I know over the years in our conversations, I think about a lunch we had at Pendolino, you, Dave, and I, probably two and a half, three years ago now, but we were talking a lot about Agile transformations at the large end of the spectrum. How much time are you spending with customers today, and what are those conversations like?
Dom Price:
Yeah. I'm probably over the 50, 60% mark right now, but mainly a rebalance again. When COVID hit, the conference scene disappeared, and so I'm like, "Cool, I get to reinvest that time. I could reinvest it internally at Atlassian, and I did do it where we're evolving our ways of working internally and driving some change there. I got involved in that, made sense. But I was like, "Hey, our customers are struggling." First of all, we need to understand how and why they're struggling, and then if we can help them, find a way of helping them. It's funny how the conversation really changed from quite tactical, yeah, 18-month plans and presumed levels of certainty, to going, "Hey, the world's changed. The table flip moments just happened. Our business model has been challenged, our employees are challenged. We're having these conversations about people, wellness, and actually, we've said for years we care about our people, but now we actually have to. What does that mean? All the leaders just trying to understand the shift from peacetime to wartime-
Nick Muldoon:
To wartime.
Dom Price:
... to time peacetime. I think that it's funny that the transition from peace to wartime, I think the shared burning platform, the shared sense of urgency, I think a lot of these transition, they're okay. I wouldn't say they're amazing, but they weren't awful given that mostly the Sydney in Australia haven't manage through wartime. Right? We've had an amazing economic success for a long time. The harder bit, the way more complex bit is going from war to new peace, because new doesn't look the same as old peace. Right? It's a very different mindset to go-
Nick Muldoon:
Who is-
Dom Price:
... about managing in wartime is I don't need approvals because it's a burning platform. We just drive change, just do it, just do it. New peace is different because we're like, "Well, how long's this going to last for? What are the principles I want to apply? How do I build almost from a blank piece of paper?" Very different mindset.
Nick Muldoon:
Was that Ben Horowitz with the hard thing about hard things where he talked about war versus peacetime leaders?
Dom Price:
I've read it in a few things. The most recent one I read-
Nick Muldoon:
Hear different places.
Dom Price:
... in was General Stanley McChrystal. He wrote Team of Teams.
Nick Muldoon:
Okay.
Dom Price:
He did one on demystifying leaders and how we've often put the wrong leaders on a pedestal, and there's some great leaders out there that just didn't get the credit because they were way more balanced. But yeah, there's a few different narratives out there on it.
Nick Muldoon:
With the latest that you're meeting with, I guess, well, one, are they using something like the four Ls that Sophie shared with you?
Dom Price:
Yeah, that's become a lot more popular, I mean, certainly with C-suite and the level down, even board members, actually. When I share that, there's this kind of moment of reflection of going, "Yeah." It's because I get them with the irony of going, "Question one, are you driving a transformation?" They're like, "Yes." You're like, "Cool. Are you transforming yourself?" "No." By the way, reading a Harvard Business Review article on Agile doesn't mean you're evolving yourself. That means you're educating yourself. That's subtly different. We've all read the article. It doesn't make you an expert, so sit yourself down. That is the first moment of getting them bought in.
Dom Price:
Then the second one is just saying to them, "Just be honest right now, what are the things you're struggling with?" For a lot of leaders, it's this desire that they get the need for empathy, vulnerability and authenticity, they get it because they've read it. They understand it, they comprehend it, they find it really hard to do. Right? A lot of them are leaving as a superhero leading through power and control. They've led through success, but they're not led through a downturn and a challenging time, and they're just questioning their own abilities. There's a lot of, I don't even want to call it imposter syndrome, I think there's a lot of people just saying, "I think my role as a leader's just changed, and I don't know that I understand the new version." That's quite demoralizing for a lot of people. It's quite challenging.
Dom Price:
The irony being is that the minute they look to that and talk about it, they've done the empathy, vulnerability, and authenticity. They've done the thing they're grasping for. But instead, they're trying to put this brave face on it. In a lot of organizations, I've seen a lot of ruinous empathy. A lot of people buffering from their team, like, "Nick, I don't want to tell you that bad things are happening in the company, because I don't want you ... I think you're already worried, because I won't tell you that," without realizing that you fill in the gaps, and you think way worse things than I could ever tell you. The information flow's changed, and then for a lot of leaders, the mistake I've seen on mass is they have confused communication and broadcast. Right? Communication is what I hear and how I feel when you speak. Broadcast is the thing that you said. Because of this virtual world, there's lots of loom, and zoom, and videos, and yeah, we're going to broadcast out.
Nick Muldoon:
Broadcast a lot. Yeah.
Dom Price:
But we're getting to listen for the response.
Nick Muldoon:
This has to be a very challenging time for a number of leaders today, but 2018 or 2008, there were a lot of leaders back then that probably, I presume, picked up a lot of scar tissue around GFC. How many of the leaders that you're chatting with today would have picked up scar tissue through the GFC, and they're still finding this kind of a feeling, at least, like it's uncharted territory?
Dom Price:
Well, and that's, I think, the byproduct. I was going to say problem. The byproduct of the Australian system is we've dodged the bullet in 2008. Economically, we did not get the same hit that the rest. The stock markets got a little hit, and a whole lot of other things took a little bit of a dip, but nowhere near that the size or magnitude of the rest of the world. Both through the mining boom, yeah, the banking sector, a whole of other tertiary markets around tourism doing well at that time, you're like it was a blip, but it wasn't a scar. I think that's where there's a lot of countries have got that recent experience to draw upon, like, "Here's how we do this. Right? Here's how we bunker down. Here's how we get more conservative. Here's the playbook for it." I think a lot of countries haven't got that playbook, so they're getting at it, right? They're doing it on the fly. I think there's that.
Dom Price:
But also I think this one's just different. The global financial crisis was a financial and market-caused issue, right? This is a health pandemic-caused market downturn. I don't think we've got a playbook for that, because we don't know the longevity of it. -
Nick Muldoon:
If you-
Dom Price:
Go on.
Nick Muldoon:
Yeah. No, sorry, Dom, I was just going to ask, if you cast your mind back to GFC, were you anxious going through GFC? Have you been anxious this year?
Dom Price:
No. I wasn't anxious at all through GFC because it felt like ... I did a recession in the UK a long, long time ago, and so I've been through that downturn. I've worked in companies that had downturns, even if the general economy was fine, and industries that had shrunk, where at the end of each quarter you're like, "Right, we talk about the books. Who are we letting go? What projects are stopping?" It was always the taking away, not the adding. I've been through that. The thing that made me anxious about 2020 was, this is the first time I think we've had this level of uncertainty. It's funny because a lot of people talk about change fatigue. I actually think humans are quite good at change. I think we actually do that quite well. But uncertainty, we are terrible with.
Dom Price:
It's weird how when we get uncertainty, how different people respond in different ways. Some like to create a blanket of certainty and wrap it around them like, "Now, here's what I know, and this will come true." You're like, "Maybe [inaudible 00:42:16]." I like your blanket, it's comfortable. But it's not necessarily real, right? It's not going to shelter you from the things that we genuinely don't know about. This is where agility has become key, or nimbleness has become key because if I look at the leaders in the companies that are listening, they're actually attentive to their customers and listening, they're the ones that are evolving really quickly, because they've got ... not only have they got the nimbleness as the muscle, but they're listening to cause correct. The ones that have ... think they've rolled out agility in the last few years, but never added the customer bit, they've got small, fast, nimble teams just running around in circles.
Nick Muldoon:
They're not heading in a particular direction. Yeah.
Dom Price:
Yeah. They are clueless, right, because without that overarching like, "Why are we doing this? And that customer that we care for, we still care for, how's that customer's world changed? Right? Because if that customer has changed, how can we change with them?" A lot of companies haven't done that yet, and I think it's some are holding the breath and hoping for the best. Some are just too fixated on, "But we have a plan, and if we stick to that plan," I read a book somewhere that said, "If you stick to a plan, you'll be fine." You're like, yeah, the world just shifted around you. Your plan might not be as relevant.
Nick Muldoon:
It's making me think, Dom, about the Salesforce transformation, Agile transformation in 2006. That was one of the big bang, I think it was one of the early big bang Agile transformations that took place. I don't know if it was Parker Harris or how it actually played out, but the leaders of Salesforce basically said, "You're going to change to Agile. You're going to give this thing a go. Otherwise, all is lost." There's been other examples. I think shortly after, LinkedIn did their IPO. They pulled the end on call, they stopped everything to rework how they work. Is 2020 one of those years? Are the best companies going to take advantage of this as an opportunity to retool how they work? Then the other companies are just going to kind of atrophy and slowly decline over the next five?
Dom Price:
I think the best ones probably built some of the muscle already, the ones that are now reacting, right? I think if you are aware of the market, all COVID's done is put an accelerant on the stuff that was changing anyway. Right? Yes, it's not ideal, but it's stuff that was happening regardless, right? I think we really had five or 10 years to equip ourselves, and we got given three months instead. I think a whole lot of companies that saw those patterns emerging, changing people habits, technology, practices, ways of working, customer demand, experience demands, you put all those together, that's why Agile transformation has been a massive hit for the last three, four, five years, right? The ones that were prepared for that are awesome. The ones that responded quickly, that are like, "Brilliant, don't let a crisis go to waste. What can we do?" They'll do well. The ones that have dug their heels in and are being stubborn ,saying the world will return to normal and it's just a matter of time, they're the ones that I fear for, because that atrophy that may have been a slow decline, I think that becomes a cliff. Right? Because in a consumer-
Nick Muldoon:
Slow decline, and then they just fall off the edge at some point.
Dom Price:
consumer world, consumers spending goes down, sentiment goes down, and relevance suddenly becomes really important. Is your product relevant to your customers? The people that understand that, and then have agility in how they deliver it, that's a winning combination. I think the interesting, I was talking to a friend about this on the weekend because they were like, "What's the difference between the successful ones and the not successful ones?" It's hard to pinpoint a single reason. But the one that stands out for me is the Agile transformations that have been people-centric are the best. A whole load of them were tool-centric or process-centric. I will send all my people on a training course. I'm going to make you agile, I'm going to give you some agile tools. Go. You're like, "Did you change their mindset? Did you change their heart? Did you change the things that they're recognized for, their intrinsic motivations? Did you change those things?" Because if you didn't, their inner workings are still the same, right? You've just giving them some new terminology.
Nick Muldoon:
I think that's a really, really, really good point. I go back to if I cast my mind back to the first Agile conference that I went to over a decade ago, the conversation back then was very much around training the practices, teaching the practices to your people, and then it evolved into a tooling conversation. But again, teaching the practices and software are just tools, and it was probably 2013, 2014, I guess, when the modern Agile movement came out, and they were talking a lot about psychological safety. Go back to where we started the conversation, right?
Dom Price:
Yeah.
Nick Muldoon:
Psychological safety, bring your whole self to work, and that will free you and enable you to do something tremendous for your customers. Give me a sense of the customer conversations that you've had throughout 2020. What percentage do you think have psychological safety, truly have that psychological safety?
Dom Price:
Yeah. I have to remind myself that psychological safety isn't an all or one, right? It's a sliding scale. I would say it's improved, where it's done with authenticity. The danger is, it becomes a topic where people are like, "I was working from home. There's an increased chance of stress, it's a whole of a change. Things are going wrong. Oh, I know what, let's just talk about psychological safety a lot." You're like-
Nick Muldoon:
That's not it.
Dom Price:
... "There's no correlation between talking about and doing." Right? It becomes the topic, right, the fashion, right? Just like wellness and mindfulness have become fashionable to talk about, doesn't mean we've got any better at it. And so that-
Nick Muldoon:
But isn't that the thing, Dom? Agile was the fashionable thing to talk about, and so we talked about it, but nothing really changed in a lot of these organizations.
Dom Price:
Yeah. It's not dissimilar with psychological safety. What has happened though is over time, the leaders that are truly authentic, vulnerable, build that environment where you can bring your best self, and they appreciate the respectful dissent, but they will still, at the right time, disagree and commit. They're like, "Nick, I heard your view. Thank you for sharing. Our only decision at this point, we're going down Path A. I know that you're in Path B. We're going down Path A. When we leave this room, we commit to A." I hear you. You want me when we're coming to A, and here's the signals we'll assess to make sure it's the right path. If it's not, we'll course-correct. Those people are thriving in this environment, and more people want to work with them. What this environment has done is it's shone a massive light on the difference between managers and leaders. Managers manage process and they like control. Right? Leaders are about influence and people.
Nick Muldoon:
Do you think, so the fact that people are working remote and working from home, that's made it easier to see who the leaders are.
Dom Price:
Yeah, it's shone a light on-
Nick Muldoon:
Because the managers are just trying to count time.
Dom Price:
Yeah, count time, but they're also thrashing around busy work, because they're like, "I'm the manager. I need to show that I'm doing something. I would manage tasks in and around the office, and what I meant some people to do. If we're autonomous, and they just do it, then what's my role?" You suddenly start seeing business. This noise comes out of them, which isn't, "Here's an outcome I achieved, or here's how the team's doing on team cohesion or bonding." They're not talking about about big meta level things. They're sharing these transactions with you, and you're like, "I assumed you're always doing the transactions. Now, you're showing me them all. It's a bit weird." Right? It's just a behavior, right? We must have a process for that. Well, what's the process? You're like, "Actually, what about the process of common sense?" Right?
Dom Price:
If you think about pre-COVID, most organizations that would allow people to work from home once or twice a week had a giant process and policy about how you apply to work from home that one day a week and everything, and then suddenly they're like, "Well, actually, we can do that. Everyone's going to go work from home." But now things have settled down a bit, the process police and the policy police are coming back again going, "But what about, what about? We pay Nick to do 40 hours a week, and what if he didn't do 40 hours?"
Nick Muldoon:
40 hours a week.
Dom Price:
Who cares? Nick delivered his outcomes and his customers are over the moon. As long as he's not doing 80 hours and he's not burning out, doesn't matter? Right? The idea of 9:00 to 5:00, Monday to Friday as a construct is being challenged. The idea of you needing to sit at a physical desk for eight hours a day to do your work, when actually at least half of your tasks you can do asynchronously, that's been challenged. But for the managers who want manage process and control, they're like, "But if Nick can work from anywhere, and we trust him to do the right work, what do I do? I'm his manager. You're like, "You could inspire him. You could coach him, mentor him. You can lead him, you can help him grow, you can do a whole lot of stuff. Just don't manage his tasks for him. He's quite capable of managing a to-do list." It's challenging that construct again. For a lot of people, that's uncomfortable because that's a concept that we've just stuck with for years.
Nick Muldoon:
This is going to lead to a lot of change. I guess I've been thinking with respect to remote, Dom, I've been thinking much more about the mechanics of remote work and logistics around pay scales, and geographic location, and pay, and all this sort of stuff. But you're really opening my eyes to a whole different aspect. There are, in many large organizations, there are a lot of middle managers, and if these roles are no longer valuable, what do all these people do, and how do we help them find something that they love and that they long for? Because presumably they've not longing for-
Dom Price:
Yeah, that's the thing.
Nick Muldoon:
... task management.
Dom Price:
Yeah, yeah. They're probably not deeply entrenched in that as being something they're passionate about, right? It's just like they found themselves in this role. This is the interesting thing. If you look at rescaling, I've been looking at rescaling for a few years as a trend, right? How do we look at the rate of change in both technology, people practice, whatever else? That means that we're all going to have to rescale, right? The idea of education being up until the age of 21, and then you're working 45 years doesn't exist, right? So lifelong learning. You look at that, and you go ... Amazon did a great example last year. Bezos and Amazon put aside a billion dollars to retrench a thousand people that they were going to dispose. Right?
Nick Muldoon:
Yeah, yeah, yeah.
From their warehouses, right?
Dom Price:
Yeah, yeah. They're on automation to displace those people. What was came out recently and said, there's I think, it's like 1,500 people who will be displaced because they're going for fully autonomous distribution centers. They're looking to retrain those people and redeploy them elsewhere. You're like, "Cool, how are we doing that?" The reason I mentioned it is I think we assume it for low skilled, high volume tasks, because that's associate what we've associated with technology disruption in the past. But if you think about it, there was I think about a year and a half ago, McKinsey had a report called The Frozen Middle Layer. It was about how this frozen middle layer was going to thaw and be exposed, right, as these middle managers. There's thousands of them. That phrase, the middle layer, COVID just poured the icing on that. Right? [inaudible 00:53:26]. They're all going, "What? Me? No, no, I've only got 10 years left in my career. Let me sit here, manage a few tasks. I'll take inflationary pay rise every year. I won't cause any trouble." You're like, "I don't know. You can retrain here."
Dom Price:
These people haven't been engineered to think about retraining before. They've been engineered to think about comfort and conservatism and safety. I think we need to appreciate that they still have value in the workplace. I just don't think it's the old value. For them, the four Ls-
Nick Muldoon:
This is going to be a huge shock to this frozen middle layer, as McKinsey called it. I think about so we're Wollongong, Port Kembla. We're in a working class, steel town, and over the course of, pick a number, over the course of 25, 30 years, 20,000, 22,000 people have been let go from the steelworks and they're been told to retrain. I'm sure a portion of them do, but a lot of them that are older, like you're talking about someone that's in their 50s that's got 10 years on their career, right, they probably just took early retirement, and maybe they found something else to do in the community, whatever it happens to be. What are the structures that we provide for this huge crew of people to get them re-skilled in our businesses so that we don't lose the tacit knowledge and get on to the next thing? How's Atlassian thinking about this?
Dom Price:
It's also about front-loading it, right? We have to hold our head in shame as a general society, how light we leave it. When I hear stories about those steelworks closing down, and you're like, "Why are we surprised by that? Why are we surprised when Holden stopped developing cars in Australia? Really? But really, you're surprised?
Nick Muldoon:
We saw it coming.
Dom Price:
Yeah.
Nick Muldoon:
We propped up the car industry in Australia for 35 years.
Dom Price:
Yeah. You put tariffs on anyone importing to make your own industry look good, and then those tariffs go away, people are looking for cheaper. Unfortunately, we signed up for a global economy, right? It's a borderless business model that we're in, and whether you like that or not, it's what we signed up for. The reality is instead of reacting each time this happens when it's normally too late, how can we respond? How can we use these brilliant algorithms and data managing to go, "Here are world economic forum future skills, here are large employers, here are other skillsets about people." You try and give that out, and you're like, "These are the ones most at risk, and they're at risk over the next 18 months." Cool. Start retraining them now, but not when they're out of the job when they go, "Well, now, I'm out of my job. Now, what do we do?" You're like, "I don't know. Buddings? I don't know."
Dom Price:
We've got way more data and insights than we probably give ourselves credit for. I think one element is front-loading it, and the next one is saying, "How do we not recreate this problem again?" If you look in the US right now, the largest employer, not by company, but by job type is driver.
Nick Muldoon:
Okay. Yeah, by role. Yeah, yeah, yeah.
Dom Price:
By role, right? So Uber driver, truck drivers, manual drivers, people behind the wheel driving a vehicle. Where's billions of dollars worth of investment going in, Google, Amazon and every other? Right? Autonomous vehicles. You're like, "Cool."
Nick Muldoon:
Autonomous vehicles. Get rid of all those people?
Dom Price:
If I-
Nick Muldoon:
What are we doing to reskill those people?
Dom Price:
Yeah. Or even better, what are we doing in our education system to say, "How do we help people coming through the education system be more resilient with their future skills? I don't like the idea of being able to future-proof people. I don't think we've got a crystal ball, so let's part that. But how do we make people more resilient in their skills, well, all the skills we think will be required? World Economic Forum do great research every few years and publish it, and then I look at the education system, and I'm like, "That was built in 1960. We're tuning kids out that if you talk to.
Nick Muldoon:
Hey, hey, hey, Dom, okay, okay. I'm getting anxious at the moment. Let's end on a high note. What are things that make you optimistic for the next decade? All right? In 10 years time, how old are you going to be in 10 years time? Like 45 or something?"
Dom Price:
52.
Nick Muldoon:
52?
Dom Price:
Yeah.
Nick Muldoon:
Okay. Oh, yes.
Dom Price:
Getting old.
Nick Muldoon:
Yeah, okay. Yeah, okay. Okay, so when you're 52, what are you looking forward to over the next decade? What's exciting?
Dom Price:
There's a couple of things we need to realize, right? Very first thing we need to accept is our future is not predetermined, it's not written, and it's not waiting for us. Right? We design it and define it every single day with our actions and inactions. As soon as we have that acknowledgement, we don't sit here as a victim anymore and wait for it to happen to us. We go, "Oh, oh, yeah." Then like, "We have to decide on the future. No one else does. We collectively do." That's the first step. You're like, "Oh, I've got way more say in this than I ever realized." The second one is, we need to drop a whole load of stuff around productivity, and GDP, and all these things that we've been taught are great measures of success, and just be happy and content in life. If you've got four years left, I've probably got 30 something years left, I want to enjoy those 30 years. I have no vision of being buried in a gravestone somewhere with, "Dom was productive."
Nick Muldoon:
Dom, this is great. What we've got to do for society over the next 10 years is get society out of KPIs and into OKRs.
Dom Price:
Yeah.
Nick Muldoon:
Right?
Dom Price:
And get a balance out of going, "How ... This is what I've learned from COVID, right? You know this, I did 100 flights last year. I did a few at the start of the year and trip to the UK in the middle of COVID. But I've not traveled since June. Now, admittedly, the whole work from home thing, I'm going insane a little bit, but the balance of life, like sleeping in my bed every night, hanging out with friends, meaningful connections, right, actual community. I've lived in the same apartment for three years, and it took COVID for me to meet any of my neighbors, and it took COVID for me to meet the lovely ladies in the coffee shop downstairs. I'm like, "I've lived above you for three years, and it's only now you've become a person." Right?
Dom Price:
There's so much community and society aspects we can get out of this. The blank piece of paper, if you imagine this as a disruption that's happened to us, and there's no choice, and we can fight against it, that the options we have to actually make life better afterwards. Whether it be four-day working week experiments, or actually working from anywhere means that a whole other disabled, or working parents can get access to the workforce. Funny, if you get more done. Unemployment in the disabled community is 50% above that of the able-bodied community, not because of any mental ability, just because it's hard for them to fit .
Nick Muldoon:
Logistically. Yeah.
Dom Price:
You've just changed that, right, with this crazy experiment called COVID. If we start to tap into these pockets of goodness, and actually, we sees this as an opportunity to innovate, right, and I hate the P word of pivot, but forget pivoting, to genuinely innovate, what might the world look like, and how can we lean into that? How do we get balance between profit, and planet, and people, and climate, and all those things? If we do that, we've got a chance to build this now and build a future we want that we're actually proud of. I think the time is now for us to all stand up because it's not going to happen to us ... Or it will happen to us. If we choose to do nothing, it'll happen to us. It doesn't need to. I'm really excited because I think we're going to make some fundamental changes and challenges to old ways of working and old ways of living, and we'll end up happier because of it.
Nick Muldoon:
Don, I'm super jazzed, man. Thank you. I really appreciate your time today. That's a great place to finish it up.
Dom Price:
I hope some of those things come true.
Nick Muldoon:
Okay. I hope some of those things come true, right? I feel like the things that are in our power, the things that we can directly affect, takeaways for me, I've got extending the love and loathe into the love, loathe, long for and learned. I think that's great. I also like the boomerang versus the stick with respect to your time and what's on the calendar, and just jettison the stuff that is, well, it's not helping you, or the teams, or anyone else. Yeah.
Dom Price:
You could do it like [inaudible 01:01:33]. If it ends up being important, you can add it back.
Nick Muldoon:
Sure.
Dom Price:
[inaudible 01:01:38].
Nick Muldoon:
The big takeaway from this conversation for me is that it's in our hands. The choice, we make the decisions. It's in our hands. I think about, was Mark Twain, whether you think you can or whether you think you can't, you're right.
Dom Price:
Yeah. Yeah.
Nick Muldoon:
You might as well think you can and get on with it.
Dom Price:
Yeah, yeah, give it a red-hot stab and see what happens.
Nick Muldoon:
All right, cool. Don, thanks so much for your time this morning. Really appreciate it.
Dom Price:
It was great chatting.