Team Topologies, Psychological Safety and Digital Transformation at MoreNiche

 

MoreNiche is a highly successful performance and affiliate marketing agency based in Nottingham, UK. Founded by CEO Andy Slack in 2002, the company has weathered dramatic market shifts and recessions to become a successful, durable and high-energy organisation. After a structural change in April 2019, Andy decided it was time for a reboot, and wanted to create a values-driven, innovative organisation that was a great place to work as well as being highly successful in an ever more competitive marketplace.

To assist us on this journey, the key MoreNiche values were distilled through a series of workshops and collaborative work:

  • We Rewrite the Rules
  • We are Radically Inclusive
  • We are Team Shaped  
  • We Keep it Simple  
  • We Evolve or Die

Alongside using these values to help us on our journey, it was clear that the “old” ways of working weren’t going to get us there, and so the MoreNiche “Team of Teams” concept grew from Andy’s concept of a highly autonomous, flat team structure that burns the ships of traditional hierarchies and command-control management. 

Whilst teams at MoreNiche used to be aligned around functions, they’re now aligned towards value streams and goals, such as particular brands or projects. This reduces dependencies outside the teams, meaning team members can decide and act more autonomously, without having to go outside the team, and this improves flow, delivery and quality. Team members can join and leave teams when and if they can add value to the team. 

Cognitive Load

Teams are limited to seven members, with exceptions occasionally permitted if necessary, and people may be on a maximum of three teams at any one time. This way, team members do not over-commit themselves and increase their cognitive load or workload to a point where they feel their performance would be affected. 

Each team has a leader, and they understand how much time and effort is committed by everyone and thus can plan accordingly. Roles are defined within a team to ensure that the team possesses the skills required to execute 99% of the work required, and only occasionally will need to go outside the team for assistance. We’re very aware that team members, including team leaders, cannot contribute effectively if the cognitive load is too great, so the remit of team roles is sized appropriately.

Great Product Ownership is essential to delivering great value to customers, and to our business, so we also put a lot of effort into measuring business value and prioritising work based upon knowing what’s truly important. This is delivered by quarterly planning sessions across teams where the priorities are established, and any constraints, dependencies or risks are identified. Every objective possesses a “confidence” score as well as business value, and this confidence score is updated and communicated regularly, meaning that problems can be identified and resolved quickly, and team members feel safe in highlighting a concern that may impact delivery.

Cross-functional, stream-aligned teams

MoreNiche value-stream aligned teams are fully cross functional – people from almost every function are represented, so that decisions can be made quickly and actions can be taken inside the team without often having to pull in outside expertise or dependencies. Where certain technological dependencies exist, the “Enabling” team type in the Team Topologies model is represented in MoreNiche by teams such as SRE (Site Reliability Engineering), who’s members are also members of value-stream teams but in addition possess their own backlog of work focussed on reliability, monitoring, pipelines and cost control. This SRE team also takes on some of the characteristics of the Platform Team type, largely because the size and shape of the organisation doesn’t warrant a dedicated platform team.

As with any organisation, there are areas where multiple people across multiple teams share a common interest, skillset, or expertise. At MoreNiche, we call these groups Tribes, which facilitate innovation and knowledge sharing across the various stream-aligned teams.

Being “Radically Inclusive” is one of MoreNiche’s core values, and not only are MoreNiche teams truly cross-functional, but a great deal of our team members are remote, so the teams value effective and high-cadence communication. Some teams have daily stand ups, some asynchronous stand ups via slack, and some rely on weekly video calls. Whatever the method, good communication is essential.

Some teams work in sprint-like periods of focussed time, some with a continuous kanban style of work, and some simply use basic to-do lists. It really depends on what the team needs – one of our values is “Keep It Simple”, so we don’t add complication where it’s not required. 

Experimentation

 

Another one of MoreNiche’s values is “Evolve or Die”, which means everything we do is an experiment. So everything from the planning process, the tools we use, the marketing campaigns or the technology we build is all subject to review and retrospective. If we do something and don’t check in to see if it’s working, how do we know that we’re spending time and money on the right things? Of course, it’s also necessary to allow processes to mature, and people to learn, improve, and build expertise, so some of those experiments may be months long while some may be just hours long. In that vein, our entire operating model is subject to review, improvement and change, so by the time you read this, it’ll certainly be out of date.

 

We’re crucially aware of team dynamic models like Tuckman’s forming-storming-norming-performing, and of course we’re always striving towards performing. However, getting there takes time, practice and patience, so when people join a team, we ask that they commit to a minimum period. In the same vein, we want people to stay at MoreNiche for the long term, so providing pathways for career progression and recognition are important. Conversely, if someone leaves, we’re glad to have been part of their journey, and we offer a return ticket back, should their career path cross our way again.

Psychological Safety

 

We know that psychological safety is critical for building high performing teams, so we’re adopting practices and skilling up team members and leaders to understand what roles they can play in increasing psychological safety in the teams that they’re in, or indeed in teams they’re not in. We want people to not only perform, but enjoy their work too. High performing teams aren’t happy because they’re high performing, they’re high performing because they’re happy.

We’re learning so much from this process, and more importantly, we’re having a lot of fun whilst doing it! If you’d like to find out more, get in touch.

 

 

Psychological Safety and High Performing Teams – Links and Resources

Safety isn’t just necessary in order to prevent disasters such as Chernobyl or Amagasaki, it’s also crucial to building and maintaining high performance teams and organisations.

Building high performing software requires high performing teams, in which team members possess psychological safety, and can express their creativity, talents and skills without self-censoring, self-silencing, or fear of failure. This is called psychological safety, and is the foundation for all high performing teams.

Find out more about psychological safety here, sign up to the newsletter, download the action pack, or even join the community!

In this talk “Missile Destroyers, Supercomputers and Chernobyl“, I introduce the latest research in high performance technology teams, and provides actionable concepts to help you build and elevate your team.

building and maintaining psychological safety for your team

To measure, build and maintain psychological safety in your own teams, download the complete Psychological Safety Action Pack – full of workshops, tools, resources, and posters to help you measure, build, and maintain Psychological Safety in your workplace.

See below for various resources and useful information about psychological safety and high performing teams.

Psychological safety in technology teams – Computing Magazine

Psychological safety in high performing teams google slide deck

The DORA State of DevOps 2019 report

Google’s research on effective teams

Grace Hopper Biography

Psychological Safety and Learning Behavior in Work Teams – Amy Edmondson, Administrative Science Quarterly

The cause of the Chernobyl accident – Ukrainian Nuclear Society

The Tuckman model of team stages

Tim Clark DEI

Take the psychological safety assessment, or provide it to your teams.

Baseline data of psychological safety scores

Resilience Engineering, DevOps and Psychological safety

Digital Lincoln – psychological safety and high performing teams – my 45-minute webinar meetup recording.

The State of DevOps Report 2019 – A Summary

Every year or so since 2013, Puppet have carried out their “State of DevOps” report that attempts to gather, aggregate and analyse progress across the technology industry, backed by data and statistical analysis. In 2019, both Puppet and Google researched and released their own State Of DevOps Reports.

Here is a summary of the findings from both 2019 State of DevOps Reports.

(More detail to come shortly!)

  1. 2019 – Puppet:
    1. Doing DevOps well enables you to do security well.
    2. Integrating security deeply into the software delivery lifecycle makes teams more than twice as confident of their security posture.
    3. Integrating security throughout the software delivery lifecycle leads to positive outcomes.
    4. Security integration is messy, especially in the middle stages of evolution.

     

  2. 2019 – Google:
    1. The industry continues to improve, particularly among the elite performers.
    2. The best strategies for scaling DevOps in organisations focus on structural solutions that build community, including Communities of Practice.
    3. Cloud continues to be a differentiator for elite performers and drives high performance.
    4. To support productivity, organisations can foster a culture of psychological safety and make smart investments in tooling, information search, and reducing technical debt through flexible, extensible, and viewable systems.
    5. Heavyweight change approval processes, such as change approval boards, negatively impact speed and stability. In contrast, having a clearly understood process for changes drives speed and stability, as well as reductions in burnout.

 

 

10 travel tips you might not read elsewhere.

May partner and I have been on the road for around 9 months now, travelling around Europe and South East Asia, and I’ve learned a few things about myself, the world, and how to travel. Some things are obvious, like how important it is to have decent travel insurance, buying local pay-as-you-go sim cards instead of racking up a big roaming bill, and setting some sort of spending budget…

However, here are ten tips (and a few bonus ones) that you might not read on the average travel blog.

Vietnamese lizard
  1. Everything breaks, so get good at fixing stuff, and learn to sew. Pack superglue, electrical tape, and a small sewing kit, and you can fix just about anything. I’ve repaired shoes, shorts, sleeping bags, watches, sunglasses, bags and cameras over the past few months.
    Repair on a sleeping bag.

    Sugru is also a great resource, but each pouch has to be used immediately once it’s opened, so take some, but use it as a last resort. And seriously, learn some basic sewing skills, like darning socks, sewing on buttons, or repairing rips and tears.

    solar charger, water purifier, backpack
    Halfway up to Annapurna base camp
  2. A good first aid kit is crucial. Stock up on antiseptic, plasters, bandages, bite cream, water purifying tabs, tweezers and anything else you might need personally. I even took some emergency tooth filling repair stuff, and I used it. You can also use superglue to patch up wounds, but be careful as it can get very hot when it dries, and the standard stuff sets stiff so it’s not good for cuts over skin that moves, like the soles of your feet.
    Kathmandu, Nepal

    Zinc oxide tape is great to prevent blisters and secure bandages. Electrical tape serves as a superb fix for a wound dressing if you’re going to get it wet. I cut my toes fairly badly while cliff jumping (whilst climbing up, not jumping down) and used bandages and electrical tape for a couple of weeks to keep it bandaged while in the sea.

    Cliff jumping in Vietnam
    Kayaking and paddle boarding in Vietnam

    Also stock up medicine when possible. Painkillers aren’t always available and you can go through them quicker than you’d expect. Take with you antihistamines, sleeping pills, anti-diarrhoea and rehydration salts. If you can, get some antibiotics like amoxicillin for general wound or tooth infections, and metronidazole for stomach bugs  and amoebic nasties.

    Our trekking guides, Santosh and Puskar

    If you find yourself somewhere like Nepal where you can get antibiotics over the counter, buy some. Buy more than you think you need (but not so many that you’ll be thrown in jail for smuggling prescription drugs). If you get an infection and you’re in deepest Cambodia, you really don’t want to leave it until you can find a reliable doctor.

    Walking in the Himalayas

    Buy hand sanitiser when you can find it cheaply, because it gets expensive when you’re remote. You’ll probably acclimatise to the local stomach bugs eventually, but using hand sanitiser regularly will reduce the likelihood of getting a bad one. I wasn’t careful enough in our first week in Kathmandu, and after vomiting in the street, and a very tense taxi ride, rather regretted it.

    Pub Street, Siem Reap, Cambodia
  3. Get a decent knife and learn how to use it and look after it properly. Buy one that locks open so that you don’t cut your fingers off when closing it. Keep it sharp using a decent stone or steel. Sharpening a blunted knife is really difficult, but keeping a knife sharp just takes a bit of discipline. I carried around a stone in my bag for 8 months just for this purpose. You’ll use your knife for everything from preparing food, repairing clothes, and cutting hair!

    Look after your knife.
  4. Eat local food whenever possible. Some of the most amazing food I’ve had travelling has been in the cheapest street stalls and markets. However, good local food isn’t always available. You’ll often find yourself forced to eat whatever is provided, and it might not be to your (or frankly, anyone’s) taste. Tabasco sauce can make all sorts of bland, weird, slightly off, or otherwise less-than-great food palatable. Take a little bottle of your your own with you, and even carry a few spices, salt, pepper, and sugar.
    Nepalese street food on the road to Pokhara.

    Cambodian market food
  5. Keep your hip flask topped up. I recommend whisky because it’s drinkable by itself and goes well mixed with lots of stuff from coke to coffee, gin is pretty nice to carry around but good luck finding tonic in rural SE Asia. Cognac could work for you if you’re an artist or something. Vodka if you’re doing the whole serious alcoholic thing. When you get invited to an impromptu beach party, or a chillout on a porch, you’ll be pleased you’ve got your old faithful hip flask with you.

    Chilling in Lisbon
  6. Buy a bunch of dry bags of different colours and sizes. You can almost never have too many dry bags. They’re really useful for simply keeping your kit organised and separated, so you’re not hunting around for your socks every day or wondering where your favourite big-night-out T-shirt is. It also means that if your bag gets wet or something springs a leak inside, most of your stuff will be ok. I used a big red one to keep dirty washing in (red for danger, obvs), and also used various dry bags for trips to the beach, backpacking in the rain, or kayaking trips. 

    Unpacking along the Annapurna Trek
  7. Be careful using squat toilets. In many parts of Asia, you’ll come across squat toilets. Once you get used to them, they’re actually pretty good, as long as they’re kept reasonably clean. However, make sure you zip up your pockets if possible, or at least put your phone and wallet somewhere else when you’re using a squat toilet. If something falls out, you really don’t want to be rummaging around down there, however fancy and expensive your phone is. 

    Riding around Koh Chang, Thailand.
  8. When travelling, if there are seatbelts, wear them. The same goes for helmets whilst riding motorbikes. It’s cool to be safe, kids. Driving standards outside Europe and the US are significantly lower, and in many places there’s not even a requirement to pass a test in order to drive on public roads. Our coach from Kathmandu to Pokhara overturned after having to avoid a speeding car on the wrong side of the road who’d miscalculated an overtake. We were fine, as was everyone in the coach apart from our Annapurna guide, who smacked his knee hard. We were lucky, but it could have been much worse.
    Everyone was fine, fortunately.

  9. Wear synthetic underwear. Seriously. If you’re walking a lot, or spending a lot of time in hot and humid conditions, you don’t want to be wearing cotton underwear, because they absorb water and will at best be very uncomfortable, and worst cause such severe chafing that you can barely move, or it gets infected. Synthetic underwear doesn’t absorb water, so it’s way more comfortable, particularly for trekking and/or humid weather. It’s also great for impromptu outdoors swimming, because your pants will dry quickly and frankly they’re also less transparent when wet than cotton pants…
    Swimming in cold water in El Bosque, Andalusia.

    Snorkelling in Thailand.
  10. Go offline. Going off-grid can be a great experience, especially if it’s for a decent amount of time. If you get a chance to get out into the wilderness, the mountains, or out to sea, then use that opportunity to go fully offline and away from the distractions of modern life. We went off-grid for about 12 days on our trek to Annapurna Base Camp, and it made an amazing experience even better.
    Prayer flags at Annapurna base camp

    Although initially you might suffer from bad FOMO, or fear that your parents and friends might worry if they don’t hear from you (by the way, you should probably tell people you’re going offline lest they spark an international manhunt), after a few days you’ll feel back in touch with the real world a little more, maybe feel a bit more calm, and able to be more present in the moment. You might even find that after a week or two of being off-grid, you really don’t want to reconnect after all.

    Taking the night train to Saigon
Jade relaxing on a snorkelling trip in Thailand

Finally, here’s a few bonus tips that didn’t quite make it to the top ten:

  • Shower gel is a fine alternative to washing machine detergent. Just don’t use too much.
  • Toilet paper is valuable stuff, always keep some with you, especially on a mountain trek. A roll of toilet paper can cost the same as a night’s accommodation high up in the mountains.

    The Himalayas at sunrise
  • Always carry snacks, because you will definitely find yourself in places or on journeys for considerable lengths of time with no access to food. Individually wrapped cereal bars are great. Try to avoid things that melt.
  • Take digital photos of your passport and other important documents, in case you lose them, or in case you need to show them to someone but don’t have the documents on you.
Putting our feet up during a Himalaya trek.
  • Take rechargeable batteries for torches and other gear, and a charger for them. 
  • Learn to open beer and wine bottles without openers. Don’t use your teeth. 

    Mucking about (fallen angel pose) in Lisbon.
  • Carry some US dollars for emergencies. Almost everywhere accepts them as currency, or at least to change them. They’re often essential to pay for visas at the border around SE Asia too.
  • If it’s within your budget (or someone else’s), get yourself a proper adventure camera. Jade bought me the amazing Olympus Tough TG-5, which is waterproof, drop-proof, and packed with features.

    Olympus TG5 camera.
  • Get a Curve card. It’s a Mastercard, so it’s accepted nearly everywhere, and you can use it instead of your credit and debit cards, so you can keep them safe somewhere and only expose your Curve card to potentially risky ATMs and restaurant owners. Curve also converts currencies for you, saving you money on fees. Shameless promo: sign up for Curve here with code NPWZA and you’ll get £5, and so will I.
  • Take a tablet or laptop with you in order to work, research and book travel, or simply watch Netflix. We spent many, many hours on shonky wifi connections from nearby cafes watching Anthony Bourdain on Netflix. Try to download stuff to watch or listen to later if you know wifi might be patchy.

    Lemon tree in Prado Del Rey, Andalusia
  • Practise mindfulness and meditation; you’ll many have periods of time when all you can do is sit and wait, so you may as well put it to good use, and you can continue to practise when you’re back in the “real” world. If you’re new to it or prefer a little guidance, there are some great apps out there for meditation practice, such as Headspace.
Getting to Annapurna base camp

Travelling is very much about experiencing abstract, intangible things. Meeting new people, seeing different parts of the world, experiencing other cultures, eating different food and finding ways to be at ease with discomfort such as sleeping in bad beds or walking for hours with a heavy pack on your back.

Don’t worry about buying souvenirs. They’re just added weight. Take photos, record the sounds, make memories and friends.

Vietnamese fishing boats

As Bourdain says: “It seems that the more places I see and experience, the bigger I realise the world to be. The more I become aware of, the more I realise how relatively little I know of it, how many places I have still to go, how much more there is to learn.

Wild swimming in a pool in Koh Chang, Thailand.
Jade at Ninh Van Bay, Vietnam.
Getting bamboo tattoos in Thailand
Barcelona beach

Leave a comment with any travel tips you have.