How to navigate through the disruption. Digital is new for everyone.

1. Going Digital
melanie.sinton@rwwa.com.au

2. How did we, as a traditional governance organisation, convince the business to embrace digital
and move from a product-centric organisation to a customer-centric one?
What did we learn when we went digital?

3. communication is key – you’re changing a fundamental part of the business

4. objective
outcomes
CHANGE THE LANGUAGE
“Plans are only good until kickoff”
It’s not about sticking to the plan – it’s about what you will learn from the
customer.
It’s not about sticking to the plan – it’s about how you will evolve your product

5. ACTION PLANS OVER ESSAYS
People understand to-do lists better than abstract concepts.
Get going and prove what you’re saying – until you do, it’s all hot air.
Do as little as possible to prove you’re right or wrong. Data doesn’t lie.

6. NAVIGATE THE CORPORATE WHEEL OF DEATH
Manage whom has interest and whom as power
Low interest, low power – let them lie
High interest, low power – keep them informed
Low interest, high power – demonstrate the benefits
High interest, high power – help them drive

7. You’ll be dealing with some people that have spent more of their career with a calculator than a
computer on their desks.
educate, demonstrate and trial – it’s hard for people to understand benefits
If they don’t know how things will work
it’s new to you too! – it’s not about being right, it’s about doing the right thing for
the customer. Being wrong and stopping it before it goes further is a great outcome
too!
IT’S A NEW THING

8. ship
CUSTOMER IS ALL
No customer – no business.
measure everything – until you can prove it, it’s all hot air
test everything – until know it’s better, it’s all the same
build a solid foundation – check old assumptions are true
before building new experiences on top

9. ship
SHIP IT
If your customer isn’t using it, it’s worth nothing to you.
small evolutions beat big revolutions – the sooner something is out there,
the sooner you collect data
just enough to make the customer happy – no one remembers the perfect
Product that didn’t ship; everyone remembers the great product that did
Leverage technologies and processes for speed – the slower you are, the
bigger the gap you will have to bridge with your competitors

10. It’s all about the Customer

11. melanie.sinton@rwwa.com.au