Comfortable with Being Uncomfortable

“Internal job opening.” That’s a phrase you often hear at Warby Parker. So much so that it’s a section in our company newsletter. In fact, it’s part of why I felt so strongly about working here—“start-up” meant growth opportunity. However, I never thought I’d transition from our Customer Experience team to our Technology team. When … Read More >

How Do You Test Cyber-Security Response?

It was 11:15 a.m. on a Thursday morning. It started first with an outage and then chaos ensued. HipChat rooms were ablaze with ops folks’ stressy, emergency response chatter. A team of eight people sat in a room, palms sweaty, staring confusedly at Why, oh goodness, why? Everybody’s worst nightmare—your site’s been taken over: … Read More >

What Time is Uptime?

“Is the site up?” There is something to be said about the value of simple monitoring tools; what may seem initially unremarkable, in the right situations, can quickly convey a great deal of information to a wide variety of people. Working in TechOps we’re not strangers to the ominous question: “Is the site down right … Read More >

Fast, Frequent, and Focused: Building Better User Testing at Warby Parker

As a company that’s committed to delivering exceptional customer experience, it’s no surprise that research plays an integral role in the evaluation and lifecycle of Warby Parker’s products and services. Across departments, we’re consistently A/B testing, sending out customer surveys, prototyping designs, and gathering qualitative and quantitative data to paint a three-dimensional view of our … Read More >

The Warby Parker Data Book

At Warby Parker, our data dictionary is hugely valuable. Prior to its existence, we had no assurance that analysts on different teams were using the same definitions to define metrics and, even when metrics were defined, we had nowhere to document them. Now, everybody speaks the same language. Developing this source of truth was a … Read More >

Systems Development Gamified!

We had an issue: Our Engineering team expressed concerns about “Initiatives”, a process Warby Parker developed to request, prioritize, and assign development work—called into question were flexibility, empowerment, and effectiveness. As done with all processes, we looked to improve and iterate. This came in the form of selecting a cross-functional group of stakeholders to participate … Read More >

Serving a Single Master

As our organization evolves, the static nature of some of our tried and trusted processes can result in conflict between where we are as a company and how productive our processes enable us to be. One area that our Tech team recently decided to reexamine was our process for deploys. Our Systems Development team is … Read More >

We Can See Clearly Now

Once upon a time at Warby Parker, our process for requesting and verifying transfer orders was extremely manual. Our Supply Chain team would communicate with our warehouses and labs to verify everything was where it needed to be. While this process worked, it was incredibly time-consuming for our internal team—and we knew we could do … Read More >

Finding the Right Words

At Warby Parker, we get a lot of tweets. Our social media team does a great job of responding to each one and recording various metadata that the team uses for reporting purposes. One type of post that we often see from our Home Try-On customers is an informal poll to Warby Parker, friends, and … Read More >

A Better Build

Back when we designed our retail networks, we realized that we had to also create a scalable and robust WAN architecture for our retail expansion. With this, came the tough decision of which technologies to use: basic IPSEC tunnels, dynamic VPN protocols, or a managed MPLS network—to top it off, we had limited experience with all … Read More >