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Digital Membership and an organisations that's 173 years old
- 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
- 11. Extended to 70,000 colleagues, June 2016
- 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
- 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
- 28. @twitterhandle Distilled into 5 outcomes
- 29. This led to 3 team goals
- 30. Moving requirements into outcomes
- 32. @twitterhandle Distilled into 5 outcomes
- 33. This led to 3 team goals
- 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
- 59. Discovery phases, not ready made solutions
- 60. Starting to understand our users’ needs
- 61. Lead times starting to come down
- 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
- 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