About: Operations At Minted.
About: Operations At Minted.
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What is Design Operations?
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What is Design Operations?
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What we do.
We’re responsible for providing outstanding service to our customers through design insight and creative problem solving.
Where we do it.
After the website, before the printer.
Where do we fit in the Customer Operations department at Minted?
Design Operations Fits Into the Customer Operations Organization.
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Design Operations Fits Into the Customer Operations Organization.
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Customer Operations consists of 3 teams that help customers throughout different stages of the order process.
Pre Order
During Order
Post Order
During Order
Post Order
How is a Minted order created?
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Minted hosts design challenges every year. Everyone can vote and the winning designs are sold on the Minted site. Our customers shop the Minted site looking for a unique design perfect for their special events, announcements, and holiday greetings. A customer chooses a community design and personalizes the product to their liking.
What is the life cycle of a Minted order?
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After a customer places an order with Minted, our web-based proofing platform (called Minted Back Office or MBO for short) generates a digital proof for DAs to work from. DAs work on one order at a time, carefully checking each detail for the customer before uploading a proof round.
The Quality Control associate approves the order for customer review or rejects the order back to the DA for corrections. When the customer is able to preview the completed proofs, they can either approve the proofs for print or reject the order back to the DA for corrections or additional requests. If the customer approves the proofs for print, the order will get printed, packed, and shipped to the customer.
Design Operations Team Structure.
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The Design Operations family consists of 5 separate teams spread across 2 countries. Each team provides a specific function or service to the customer during the order process. These teams are:
Design Service Emerald
Orders that follow an unexpected path
RipeConcepts Collective Solution Personiv
Orders that follow an expected path
Partner Teams.
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Our Partner Teams are located in the Philippines.
These teams work on the majority of orders that follow the expected order path by creating print-ready design files.
RipeConcepts Collective Solution Personiv
Each team is made up of DAs, QCs, Leads, SMEs, and editors.
Domestic Teams.
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Headquartered in the San Francisco Bay Area
in California, USA.
These teams work on high touch orders that take an unexpected path by requiring customer outreach during or post print.
Design Service Specialist Team (DSS)
The Design Service Specialist Team (DSS) bridges our Customer Service and Design Ops teams–when either side needs to escalate an order across team boundaries, DST facilitates the process.
Design Consultant Team (Emerald)
Minted’s Design Consultant Team provides the premium, most personal “white glove” level of design service Minted has to offer.
Print Quality (PQ)
The Print Quality team provides premium support to the customer post order.
Now that you have an idea how the Design Ops department works,
let’s take a closer look at how you and your team will function:
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Now that you have an idea how the Design Ops department works,
let’s take a closer look at how you and your team will function:
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Your team structure
The trainees roles (YOU!)
Your responsibilities
Design Associates Team Structure.
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The DA Team Lead is responsible for supporting
DAs by answering questions about orders and encouraging efficiency and accuracy through performance monitoring and feedback.
The Design Associate & Quality Control Associate roles work together to supply the customer with a perfect proof. You will be playing both roles.
The Design Associate
The Design Associate
The Quality Control Associate
What is a Proof?
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Proof:
(Verb) To work on a customer’s order.
(Noun) A draft/round of a customer’s design file.
Let’s use the word ‘proof’ in a sentence …
Proofs are self-assigned by the DA.
The DA proofs the order by downloading
the design file.The completed proof is uploaded.
The QC reviews the proof before approving for customer preview or rejecting for design changes.
What is a SKU?
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A SKU, or Stock Keeping Unit, is a unique code assigned to each design in Minted’s inventory.
How to Read a Minted SKU?
Like the acronyms listed above, memorizing each SKU is not necessary today, however, understanding the
Minted SKU system is helpful on a day to day basis for DAs. Building your familiarity as you work on training and live orders will be helpful in the long term.
Who is a Design Associate?
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It’s you! Welcome!
Minted's Design Associates, or DAs, are the in-house designers responsible for proofing customer orders using pre-existing template designs.
What are a Design Associate's responsibilities?
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What are a Design Associate's responsibilities?
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DAs are responsible for fulfilling customer requests and creating print-ready files for customers to review and approve (or send back for additional edits). To ensure we provide the best quality product possible, our DAs check each detail of a customer's order before creating a proof.
Who is a Quality Control Associate?
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It’s also you!
The QC reviews the proof before it is sent
to the customer to ensure that it is perfect.
They also compose notes to the customer.
What are a QC’s responsibilities?
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What are a QC’s responsibilities?
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Why: Mistakes can and do happen! It is the QC's job to make sure those mistakes are caught and corrected before the proof is delivered to the customer's inbox.
Customers spend a considerable amount of time piecing together their orders. We want to send them a proof that makes them feel like their time spent was worth the effort.
What: The QC decides if a proof is ready to be viewed by the customer, or if a proof needs to be sent back to the DA for additional design work. The QC also views the proof from a product quality standpoint.
Life Cycle of a Proof and Where Your Team Fits In.
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Life Cycle of a Proof and Where Your Team Fits In.
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Your team covers the Design Associate or DA and Quality Control or QC roles.
This first training is a focus on the Design Associate role and proofing customers’ orders.
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