How Toast enables teams to drive their own productivity improvements

At Toast, a leading restaurant point-of-sale and management system, the focus on engineering excellence and developer productivity began with a dedicated effort to empower their teams. By fostering a culture of collaboration and leveraging cutting-edge technology, they aim to enhance operational efficiency and improve the dining experience for their customers. Recognizing that developers thrive when they can drive their own productivity, Toast employs a framework that combines strategic tools with robust support systems. This initiative includes specialized enablement teams and productivity-enhancing practices, putting developers in control of their own efficiency and success.

In an episode of the Engineering Enablement podcast, Abi Noda, DX CEO, spoke with Jenny McClain, Toast’s Principal Program Manager of Engineering Enablement. Jenny laid out how Toast has cracked the code on boosting team productivity with relentless focus on autonomy and feedback. Toast’s approach arms teams with the right tools and frameworks to self-assess and tackle their productivity roadblocks. Here’s a snapshot of Toast’s approach to boosting developer productivity, or listen to Jenny’s full episode of Engineering Enablement.

The origin of Toast’s R&D enablement team

Toast’s research and development enablement journey began with a focus on pragmatic problem-solving rather than lofty ambitions. As the company navigated rapid growth and a shifting tech landscape, it became clear that supporting their developers required more than just deploying new tools—it needed a holistic approach that integrated both technical and human factors.

The initial push was aimed at refining the onboarding process. New hires were often daunted by the volume of information and complex procedures they needed to learn. To tackle this, Toast developed comprehensive onboarding materials and checklists. These early steps not only simplified the onboarding experience but also laid the groundwork for more expansive productivity improvements down the line. Once developers are onboarded, Jenny’s team is deeply committed to fostering ongoing learning and growth throughout the entire development lifecycle. They focus on understanding individual and team dynamics to deliver tailored support that evolves with their teams’ needs.

Effective enablement through immersion

Jenny’s approach is all about deep, on-the-ground involvement with teams. Instead of leaning solely on surveys, she and her team dive right into the daily workings of development teams. They spend two to three weeks embedded with each team, immersing themselves in the real-world challenges and unique dynamics

During this period, Jenny conducts one-on-one interviews, participates in team meetings, and meticulously reviews existing documentation. This hands-on approach provides a comprehensive understanding of each team’s specific needs and obstacles. By observing firsthand and gathering detailed insights, Jenny’s team can pinpoint effective practices and highlight areas for improvement, crafting highly tailored and actionable recommendations that drive meaningful productivity enhancements.

Toast also believes that fostering a culture of improvement is crucial for enhancing engineering excellence. The team thrives on continuous learning and open communication, and promotes knowledge sharing and best practices through regular sessions and collaborations where feedback and innovation are encouraged.

The team health toolkit

One of the standout elements of Toast’s approach is the Team Health Toolkit, an incredibly practical resource built around the Tuckman model of team development—forming, storming, norming, performing, and adjourning.

For teams navigating the “forming” phase, the toolkit offers actionable tips for establishing effective meetings and clarifying roles. As they transition into the “storming” phase, it provides guidance on managing conflicts and fostering collaboration. During the “norming” stage, the focus shifts to strategies for strengthening team cohesion and optimizing processes. For teams in the “performing” stage, the toolkit delivers advanced techniques for managing complex projects and maintaining high performance. Finally, as teams reach the “adjourning” phase, it offers insights into effective project wrap-up and transition strategies, ensuring a smooth conclusion and knowledge transfer. This stage-specific support equips teams with tailored resources to enhance productivity and cohesion throughout their development journey.

Jenny’s hands-on approach amplifies the toolkit’s impact. By embedding with teams to understand their unique challenges and needs, the team can craft relevant and helpful recommendations. The Team Health Toolkit evolves alongside the teams it supports.

How to run the Toast developer productivity playbook

For tech leaders eager to replicate Toast’s success, here’s what Jenny’s insights reveal:

1. Invest in continuous learning: Beyond initial onboarding, prioritize ongoing learning and development to support team growth.
2. Engage deeply with teams: Spend time with teams to understand their unique challenges and dynamics. This hands-on approach yields valuable insights.
3. Customize support resources: Develop tailored resources that align with the specific needs and maturity levels of your teams, like the Team Health toolkit
4. Foster a culture of improvement: Encourage teams to share knowledge and apply best practices. A collaborative environment promotes continuous enhancement.

For a deeper dive into Jenny’s strategies and insights, listen to the full episode here.