No more heroes: User experience design for incident response

Every team has its heroes – the superpowered engineers who run headfirst into any technical fire. Unfortunately, what works in the comic books doesn’t scale in reality, and the same folks won’t always be able to answer the Bat Signal. In this talk, Plum discusses the “user experience design” of incident response processes that allow them to grow alongside a rapidly expanding team and technical landscape. Using a real-world example, we’ll look at the workflows that enable a “neighborhood watch” of cross-functional team members to join forces to battle bugs – sometimes under cover of night – so that the heroes can retire (or at least get some more sleep).