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Capita Channel Shift in the Public Sector - GOSS six step strategy for channel shift success
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Capita Channel Shift in the Public Sector - GOSS six step strategy for channel shift success

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Six Step Strategy for Channel Shift Success …

Six Step Strategy for Channel Shift Success
Understanding your customers and designing a user centred
strategy
Mapping your channels to reduce costs and drive efficiency
Case studies to maximise the return on investment
Re-engineering your processes
Dave Witts Dave Witts, Transformation Practitioner, GOSS Interactive.

The only way to move customers to online channels is to deliver a superior web experience. Our specialist consultants work with organisations across the UK to develop, implement and extend web strategies that deliver better customer service at the lowest cost.

Published in: Technology, Business

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Transcript

  • 1. Six Step Strategy for Channel Shift Success Dave Witts (GOSS) + Client Case Study 26th September 2013
  • 2. Agenda • Introductions and Scene Setting • GOSS’ 6 Steps to Channel Shift Success • Q & A
  • 3. Survey run by iGov Survey Base on 514 unique responses as of 25th Sept ‘13 GOSS Channel Shift Survey – Sept ’13 - DRAFT
  • 4. Survey run by iGov Survey Base on 137 unique responses as of 25th Sept ‘13 GOSS Channel Shift Survey – Sept ’13 - DRAFT
  • 5. Survey run by iGov Survey Base on 168 unique responses as of 25th Sept ‘13 GOSS Channel Shift Survey – Sept ’13 - DRAFT
  • 6. How do you deliver channel shift? Customer/Insight
  • 7. How do you deliver channel shift?
  • 8. How to understand your customers?
  • 9. Users aren’t the same
  • 10. So what is a Persona? 10 Fictional person
  • 11. So why create them? 11
  • 12. Personas
  • 13. Engagement Workshops
  • 14. Interviewing the Personas 1. Each team will have 5 minutes per Persona 2. Understand their requirements 3. How might you shift them to alternative channels? Breakout session • 10 minutes to prepare questions • 40 minutes to interview and document • 30 minutes for all to present back (after lunch) • 3 main key observations Persona Exercise
  • 15. How do you deliver channel shift? Customer Strategy Customer/Insight
  • 16. How do you deliver channel shift?
  • 17. How do you deliver channel shift? Channel Insight Customer Strategy Customer/Insight
  • 18. CustomerChannel Insight How do you deliver channel shift?
  • 19. 20 Channel Shift @BasildonCouncil Gathering the Numbers Andrew Pickess Corporate Systems Manager
  • 20. Proposed savings – Pre Metrics
  • 21. Metrics Gathering Exercise
  • 22. Channel Metrics – Post Metrics
  • 23. 24
  • 24. How do you deliver channel shift? Channel / IT Strategy Channel Insight Customer Strategy Customer/Insight
  • 25. How do you deliver channel shift?
  • 26. How do you deliver channel shift? Channel / IT Strategy Channel Insight Customer Strategy Customer/Insight Channel Improvements
  • 27. How do you deliver channel shift?
  • 28. Understand it Content Review Information Architecture (IA) Navigation Wireframe development Review it Usage analysis A/B multivariate testing Goals and Funnels Satisfaction surveys Implement it Graphical Design Analytics design Build and Deploy User Testing Discover it Stakeholder workshops Focus groups Depth Interviews Task analysis Demographics Scenarios of use Develop Personas User Centred Design How to understand your customers?
  • 29. How do you deliver channel shift? Process Improvements Channel Improvements Channel / IT Strategy Channel Insight Customer Strategy Customer/Insight
  • 30. How do you deliver channel shift?
  • 31. That’s how you deliver channel shift! Process Improvements Channel Improvements Channel / IT Strategy Channel Insight Customer Strategy Customer/Insight
  • 32. More information on how GOSS can help your Channel Shift project www.gossinteractive.com/channel-shift

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