Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
HOW CAN I IMPROVE THE
“EXPERIENCE” OF MY MEMBERS
THROUGH
DIGITAL TRANSFORMATION
Ralph Johnson
Managing Director
www.feline...
Agenda
• Challenge
• Situation
• Solution
• Making the Change
Challenge
Challenge
How do I get my job done?
Working in constantly
My is never correct
I only see the member from my department’s p...
Challenge
5
The Boss
Events Finance Membership Publications Education
Challenge
6
Events Finance Membership Publications Education
Please come to
this event
Ok or no this
event is not
suited f...
Situation
7
The Experience
Situation
8
Discover Research Onboarding Engagement Advance
Feeling
Thinking
Doing
Stages
· What thought le...
Challenge
9
If I had asked people what
they wanted, they would
have said faster horses.attributed to but not really Henry ...
Challenge
10
Capex Opex
£ £ £ £ £ £ £ £ £
£ £ £ £ £ £ £ £ £
£ £ £ £ £ £ £ £ £
£ £ £ £ £ £ £ £ £
Situation
11
experience
time
baseline
Start install of
large off the
shelf software
Complete
install of
large off the
shel...
Solution
12
Solution
Continuous
experience improvement
digital transformation
continuous
through
Solution
14
experience
time
baseline
Big project / off the shelf
Developer
Operations
You can have your cake and eat it!
Frameworks
NOT
Packages
What about best practice and industry convention?
Solution
15
Making the Change
16
1. Agree a regular spend
2. Assign a product owner that owns the member experience organisation wide
3. Create regular fee...
Continuous Improvement Developer Operations Model
Making the Change
18
These determine KPls, reports and other metrics, pe...
Making the Change
19
Define a vision
The agile alliance defines the vision as:
• For (target customer)
• Who (statement of...
Making the Change
20
Understand the influencing factors
Product
Owner
Vision and
Leadership
Strategy
Model
Product /
websi...
Making the Change
21
Assign your organisation a ProductOwner to manage the experience
Product Owner: owner and manages the...
Making the Change
22
Setup the stakeholder groups to feedback into the Product Owner
Product
OwnerEvents
Finance
Membershi...
Making the Change
23
Regularly meet to agree the Roadmap
Time 2017 – Q1 2017 – Q2 2017 – Q3 2017 – Q4
Feature 1
Goal
Metri...
The massive plug
24
Developer operational is available form FelineSoft along with our membership framework
Thank You
Upcoming SlideShare
Loading in …5
×

Tech Smart - How to improve member experience

321 views

Published on

How to improve member experience

Published in: Technology
  • Be the first to comment

  • Be the first to like this

Tech Smart - How to improve member experience

  1. 1. HOW CAN I IMPROVE THE “EXPERIENCE” OF MY MEMBERS THROUGH DIGITAL TRANSFORMATION Ralph Johnson Managing Director www.felinesoft.com
  2. 2. Agenda • Challenge • Situation • Solution • Making the Change
  3. 3. Challenge
  4. 4. Challenge How do I get my job done? Working in constantly My is never correct I only see the member from my department’s perspective
  5. 5. Challenge 5 The Boss Events Finance Membership Publications Education
  6. 6. Challenge 6 Events Finance Membership Publications Education Please come to this event Ok or no this event is not suited for me Please provide me all your details Please pay for your renewal Ok how much £XX, repeat next week This is of value to you Ok I’ll sign up Thanks please speak to these other people Content Content Content This will help you It is not relevant to me or thanks and what next What stage are you at again
  7. 7. Situation 7
  8. 8. The Experience Situation 8 Discover Research Onboarding Engagement Advance Feeling Thinking Doing Stages · What thought leadership isthere? · How do can continually progressmy career? · What areasshall aI focusmy career on? · Where do I find advice for my specialism? · What doesacareer look like? · Where can I get support? · What accreditation do I need? Clear Unclear I need help with this I need to be at the forefront of thinking What are people talking about? Isthisthe right career for me? Thisterminology is confusing I understand how I progress · What do I need to sign-up? · What do I need to be approved? · How much doesit cost? · What value do I get? · What isthe latest industry thinking? · What help can I get with this technical issue? · How can I continue to learn? · How can I progressto the next level? · I need to be seen asan industry leader ThisI to do XYZ I need to passmy degree Thislookscomplex I learnt alot at that event That person really knew their stuff Where do I get the value Why do I have to keep telling them who I am To get my next Job I must be accredited / chartered Do I really need certification Should I change career? Sign Up Register Give back · I have more time now · I think we could change XYZ · I would like to speak at an event Engage Educate Renew Articles Website Register Apply for Membership White Papers Advice Events Fellow / Chartership / AccreditationCoursesAdvice Events White Papers Events Leadership I want to push the boundariesof industry thinking What next? Looking forward to retirement
  9. 9. Challenge 9 If I had asked people what they wanted, they would have said faster horses.attributed to but not really Henry Ford
  10. 10. Challenge 10 Capex Opex £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £
  11. 11. Situation 11 experience time baseline Start install of large off the shelf software Complete install of large off the shelf software Life time of software (2 to 4 years) And repeat
  12. 12. Solution 12
  13. 13. Solution Continuous experience improvement digital transformation continuous through
  14. 14. Solution 14 experience time baseline Big project / off the shelf Developer Operations
  15. 15. You can have your cake and eat it! Frameworks NOT Packages What about best practice and industry convention? Solution 15
  16. 16. Making the Change 16
  17. 17. 1. Agree a regular spend 2. Assign a product owner that owns the member experience organisation wide 3. Create regular feed back loops to monitor the effects of changes Continuously rollout improvements to your member facing touch points and member services What do you need to do in order to enable continues experience improvement Making the Change
  18. 18. Continuous Improvement Developer Operations Model Making the Change 18 These determine KPls, reports and other metrics, per user, in order to monitor that the process is working as agreed Mapping processes to determine the starting point and the "Actual State" Regular delivery of developments for the end user to operate and request for changes. It is IDEAL that the end user is part of the process of development and testing we choose technologies and review options with the client. The client is part of the project from the very beginning and feedback is VITAL Optimize a process with a right combination of technologies
  19. 19. Making the Change 19 Define a vision The agile alliance defines the vision as: • For (target customer) • Who (statement of the need or opportunity) • The (product name) is a (product category) • That (key benefit, compelling reason to buy) • Unlike (primary competitive alternative) • Our product (statement of primary differentiation) “ ”
  20. 20. Making the Change 20 Understand the influencing factors Product Owner Vision and Leadership Strategy Model Product / website User feedback Life cycle Financials Usage Analytics What budget do you have to achieve your goals? Is it Capx or Opex What direction are you heading in, how does effect the product? Define a clear vision for the product with your stakeholders What is the life cycle of the organisation and product? Do you operate in cycles? What does the user want from the product / web site. How do you get this feedback? What do users do with the product / site? Can you measure targets and activity? Do you have a deep understanding of your product / website including integration points and technology What is your business model and does you product / website align with it? Define you organisation’s strategy Product vision Is your membership renewal cyclic? Why? Create simple easy ways for members to feedback - user voice, micro surveys Tracking of member engagement and NPS should be considered. Plus other KPI’s to create a feedback loop Setup a Dev Ops team Define the value prop for members Agree your regular spend
  21. 21. Making the Change 21 Assign your organisation a ProductOwner to manage the experience Product Owner: owner and manages the roadmap Stakeholders: contribute Development Team: contribute Market Competitor Regulation External Factor : Influence
  22. 22. Making the Change 22 Setup the stakeholder groups to feedback into the Product Owner Product OwnerEvents Finance Membership Publications Education Members / Community
  23. 23. Making the Change 23 Regularly meet to agree the Roadmap Time 2017 – Q1 2017 – Q2 2017 – Q3 2017 – Q4 Feature 1 Goal Metric Goal 1 and 2 Goal 3 Goal 4 Goal 5 Metric 1 and 2 Metric 3 Metric 4 Metric 5 Feature 2 Feature 3 Feature 1 Feature 4 Feature 5 Feature 2 Feature 3 Feature 5 Feature 5 Feature 6 Feature 7
  24. 24. The massive plug 24
  25. 25. Developer operational is available form FelineSoft along with our membership framework Thank You

×