Details

Background
As a Service Designer, my role in this project aimed to investigate and verify the points at which the SRE discipline could be optimized within a global-sized bank. Leveraging my expertise in service design methodologies, we conducted qualitative research and employed service design artifacts to examine cultural aspects and the product journey.

Challenges
Although it is still a discipline that lacks dissemination, even among people in the technology area, the SRE has a strong value offer when we think about cost savings and performance in the use of technology, which is essential in a company of global size.

Therefore, it was crucial for me to emphasize the value of SRE and showcase the impact of service design within a globally-scaled company. Additionally, we faced the challenge of proving the value of design in a context where it needed to demonstrate its worth.

Discovery Process
To address the challenges at hand, I focused on understanding the current state of SRE within the bank. I conducted qualitative interviews and workshops, utilizing service design methodologies to gather insights from collaborators across different areas and roles.

The discovery process therefore ended up playing a more crucial role than ever, considering how much an immersion at the discipline was necessary. In addition, an effort to prove the value of design was essencial in such a context whose discipline already needed to prove itself.

Importance of Observability
Throughout the project, I emphasized the importance of observability as a core aspect of the SRE discipline. I showcased how a proactive approach to observability could prevent issues before they occur, while highlighting the financial benefits it offers to the bank.

Cultural Challenges and Maturity Assessment
I recognized the cultural challenges surrounding observability and worked on developing a qualitative deliverable to assess the maturity of observability culture within each team. By analyzing individual behavior indicators, we classified teams based on their SRE maturity levels. This allowed us to create tailored action plans for each team, addressing their specific needs and encouraging cultural change. Additionally, I developed personas that represented the diverse professional profiles within the bank, guiding our design efforts.

Implementation and Results
Building upon the personas and maturity assessments, we implemented targeted action plans. To foster knowledge dissemination and drive long-term cultural change, we established an educational initiative consisting of chapters and internal events. Notable outcomes included the successful launch of Observability Week at the bank and the formation of an Advocacy team dedicated to evangelizing SRE and promoting its benefits.

Through the application of service design methodologies and a focus on observability, we were able to optimize the SRE discipline within the global bank. This case study highlights the significant role of service design in fostering a proactive and observability-driven culture, ultimately driving positive change and improving the bank's performance.