12,000 sheets of paper per week
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12,000 sheets of paper per week Sian Shaw (Westminster Abbey) Museums+Tech 2022: Turning it off and on again Friday November 11 2022
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12,000 sheets of paper per week
- 1. 1 ©2022 Dean and Chapter of Westminster 12,000 sheets of paper per week Sian Shaw Westminster Abbey @SianLShaw
- 2. 2 ©2022 Dean and Chapter of Westminster Sian Shaw Westminster Abbey @SianLShaw Why was so much paper being used? ~ 3,000 worshippers per week 8 choral services per week Multiple sheets of paper
- 3. 3 ©2022 Dean and Chapter of Westminster Sian Shaw Westminster Abbey @SianLShaw What were the reasons for change?
- 4. 4 ©2022 Dean and Chapter of Westminster Sian Shaw Westminster Abbey @SianLShaw So, how can digital help solve the problem? Saving 12,000 sheets of paper per week + Saving ~£1,000 printing costs per week = Easy decision…?
- 5. 5 ©2022 Dean and Chapter of Westminster Sian Shaw Westminster Abbey @SianLShaw Hurdle 1: Tech on a limited budget ~£500 on a new design using existing website components Hosted on same url (/order-of-service) but with unique ID Back-end template allows commonly used content (hymns, psalms) to be dropped in to speed up process QR codes allows audience access
- 6. 6 ©2022 Dean and Chapter of Westminster Sian Shaw Westminster Abbey @SianLShaw Hurdle 2: Making digital act like paper Design needed to be: • Simple & quick to load • Follow on-paper differentiation of instruction (led by colours) Better than paper by: • Including progress bar • Adjust the size of font • Clear links to digital donations
- 7. 7 ©2022 Dean and Chapter of Westminster Sian Shaw Westminster Abbey @SianLShaw Hurdle 3: Tackling people’s perception “Unwanted ring-tones etc during services are no more frequent than they ever were” Member of Westminster Abbey clergy “Thank you for driving this initiative. Sustainability matters and small things make a difference” User “I think people using electronic devices in church is inappropriate” User
- 8. 8 ©2022 Dean and Chapter of Westminster Sian Shaw Westminster Abbey @SianLShaw Hurdle 3: Tackling people’s perception 83% of respondents confident to using their device instead of paper 82% happy or neutral about using their devices during a service NPS score ~68 for experience using QR code & Order of Service, & clarity of instructional text
- 9. 9 ©2022 Dean and Chapter of Westminster Sian Shaw Westminster Abbey @SianLShaw So, what have we learnt that could help you? Be led by the problem you are trying to solve Test and learn – with no end date Show people the potential, rather than telling them If simple works, don’t overcomplicate it
Editor's Notes
- Image ©2022 Dean and Chapter of Westminster
- A “normal” week at the Abbey – orders of service – the words, lyrics, hymns and instructional text Image ©2022 Dean and Chapter of Westminster
- Original project: To design an online order of service solution to improve paper waste (environmental impact) and reduce printing costs (financial). It wasn’t a reaction to Covid, but does have benefits of the congregation using their own devices/not touching paper that others have touched moving forwards. Public domain
- Over 100,000 page views of the order of services Feb 2021, started – public launch from June 2021 Image ©2022 Dean and Chapter of Westminster
- https://www.westminster-abbey.org/order-of-service Each Order of Service generates a unique ID so they can be attached to the exact service and can be left up as a record of past services One person is in charge of creating all order of services, which he does on https://admin.westminster-abbey.org/OosTemplate - it has been designed so over time he can upload commonly used passages (like hymns, psalms etc) so these can be quickly dropped in to speed up the process. In the Abbey, users scan a QR code to access the Order of Service – we designed the product on a single URL so the QR code doesn’t have to be continually changed Image ©2022 Dean and Chapter of Westminster
- Image ©2022 Dean and Chapter of Westminster
- Since then, always left a user testing form on the website (as we didn’t have more concrete user testing) – about 400 responses Feedback has been varied- predominately not about the tech or the experience, but about the principle Image ©2022 Dean and Chapter of Westminster
- Since then, always left a user testing form on the website (as we didn’t have more concrete user testing) – about 400 responses ~NPS of 68 for experience, clarity of instructional text Over the last year the team (vergers and VE) have become more adept in helping people with accessing the QR codes on a variety of phones. There are inevitably some issues with inappropriate phone-use during services, but it is fair to say that this is much less of a problem than was imagined. Unwanted ring-tones etc during services are no more frequent than they ever were. Image ©2022 Dean and Chapter of Westminster
- E.g. Music scores are now included in the order of service Image ©2022 Dean and Chapter of Westminster