How do you apply the culture, practices, processes and technologies of the internet to an organisation that’s 173 years old? And how do you make sure you’re building the right products for the members (who are also the owners) of that organisation? Anna and Simon are going to talk about how they are answering these questions in their work with the Co-op Membership Programme. They will share both good and bad experiences. And they’ll outline some of the challenges they’ve come across when trying to change how Co-op colleagues think about how and what they deliver. You can expect to hear more about: how we’re helping people to think less about solutions and more about the outcomes they want to achieve how we’re embedding user research skills in our teams to inform product development how we’re applying agile thinking to improve the way we deliver

1. Digital, Membership
and an organisation
that’s 173 years old
Anna Dick
@dixi_chick
James Boardwell
@jamesb

2. What we’re talking about today?
background to co-op membership
relaunching co-op membership
why change what sort-of works
getting everyone on the same page
putting users at the heart of membership
what’s working
tips from the last six months

3. What we’re talking about today?
background to co-op membership
relaunching co-op membership
why change what sort-of works
getting everyone on the same page
putting users at the heart of membership
what’s working
tips from the last six months

5. Who is a member of the Co-op and
has a card that looks like this?

6. What we’re talking about today?
background to co-op membership
relaunching co-op membership
why change what sort-of works
getting everyone on the same page
putting users at the heart of membership
what’s working
tips from the last six months

7. 700 requirements
200 stakeholders

8. Outsourced
IT led
Big bang

9. Co-op Digital started

10. Beta group,
May 2016

11. Extended to 70,000
colleagues, June 2016

12. 58,000 cards used

13. Over 500 pieces
of feedback

14. Launched to 3.6m
active members on
September 21, 2016

15. What we’re talking about today?
background to co-op membership
relaunching co-op membership
why change what sort-of works
getting everyone on the same page
putting users at the heart of membership
what’s working
tips from the last six months

16. Meeting user needs?
Higher expectations
Slow pace of change
Not sustainable

17. Cross-functional team gets things moving

18. Visualising let us quantify challenges

19. …and there were
many challenges…

20. Slow to deliver
value to members

21. Still working on
requirements
set upfront

22. Too much effort,
not enough value

23. Long feedback loops

24. Culture clashes

25. No common view of
what we wanted to do

26. What we’re talking about today?
background to co-op membership
relaunching co-op membership
why change what sort-of works
getting everyone on the same page
putting users at the heart of membership
what’s working
tips from the last six months

27. @twitterhandle
Multiple strategy documents

28. @twitterhandle
Distilled into 5 outcomes

29. This led to 3 team goals

30. Moving requirements into outcomes

31. @twitterhandle
Multiple strategy documents

32. @twitterhandle
Distilled into 5 outcomes

33. This led to 3 team goals

34. 3 cross-functional teams

35. 3 backlogs = WIN

36. 3 backlogs to validate through
user research

37. Hypothesis based

38. What we’re talking about today?
background to co-op membership
relaunching co-op membership
why change what sort-of works
getting everyone on the same page
putting users at the heart of membership
what’s working
tips from the last six months

39. @simonhurstux

40. User research is about validating
hypotheses and testing assumptions,

41. User research is about validating
hypotheses and testing assumptions,
to build better products and services,

42. User research is about validating
hypotheses and testing assumptions,
to build better products and services,
through understanding behaviour
(usually human behaviour)

43. Who is using it?

44. Who is using it?
How are they using it?

45. Who is using it?
How are they using it?
Why are they using it?

46. Who is using it?
How are they using it?
Why are they using it?
What objective / goal / job are they
trying to achieve?

47. We go where our
users are and
connect with them
in different ways

48. How are we working in Membership?

49. Some challenges?
We’re getting out of the building!

50. A two week cadence is the heartbeat
of the project

51. Getting this feedback builds trust
in the team and the process

52. Little and often is good

53. Involving the whole
team in user
research has made
the design process
more empathetic

54. Evidence from
user research
helps stakeholder
management ;)

55. The main challenge has been
figuring out what the user
needs (or jobs) are!

56. User research has been a
reality check for Membership,
and for how we prioritise at
the Co-op more generally

57. What we’re talking about today?
background to co-op membership
relaunching co-op membership
why change what sort-of works
getting everyone on the same page
putting users at the heart of membership
what’s working
tips from the last six months

58. Moving toward
cross-functional
teams

59. Discovery phases,
not ready made
solutions

60. Starting to
understand our
users’ needs

61. Lead times starting
to come down

62. Becoming more
open and
collaborative

63. What we’re talking about today?
background to co-op membership
relaunching co-op membership
why change what sort-of works
getting everyone on the same page
putting users at the heart of membership
what’s working
tips from the last six months

64. Start at the
beginning

65. Map out your
service on a wall

67. Test assumptions
through regular
user research

68. Find a common
language, don’t rely
on agile jargon

69. Involve everyone

70. Tell your story

71. Get key decision
makers on board early

72. What we’re talking about today?
background to co-op membership
relaunching co-op membership
why change what sort-of works
getting everyone on the same page
putting users at the heart of membership
what’s working
tips from the last six months

73. It’s never done but
that’s great

74. Thank you!
Anna Dick
@dixi_chick
James Boardwell
@jamesb