Michael Wilkinson, digital director, Action on Hearing Loss Visit the CharityComms website to view slides from past events, see what events we have coming up and to check out what else we do: www.charitycomms.org.uk

1. Becoming the
monzo of the
charity sector
Michael Wilkinson
Digital Director
Action on Hearing Loss
@ThatMichaelW

2. First, a confession

3. They are gamechangers
10 years ago Now 5-10 years
?

4. Traditional
banks
can’t
keep up

5. Stop
monkeying
around
Source: The Art of Being Brilliant

6. “That’s the way we’ve always
done things around here.”
What habits do you or your organisation
have that people don’t want to let go of?

7. Three ways to deliver
better products and services
1. Delivering value
2. Becoming cross-functional
3. Being customer-centric

8. 1. Delivering value
Monzo’s transaction notifications

9. Finding value in a haystack

10. Strategy
Prioritisation
Purpose
Culture
Measurement
Value
Saying no

11. Morning routine
Wake up Get dressed Go to work

12. Morning routine
Wake up Turn off alarm
Pack bag
Check phone Get out of bed
Morning wee Take a shower Have breakfast Get dressed
Brush teeth Feed dog Make lunch Find keys
Leave and lock door Walk to tube Take tube Walk to office

13. Morning routine
Wake up Turn off alarm
Pack bag
Check phone Get out of bed
Morning wee Take a shower Have breakfast Get dressed
Brush teeth Feed dog Make lunch Find keys
Leave and lock door Walk to tube Take tube Walk to office

14. Being clear about user need
Gather user stories that add value to the customer and have clear
acceptance criteria to test if they meet the customer’s need.

16. Impact vs effort
High impact
High effortLow effort
Low impact
“Quick wins” “Major projects”
“Thankless tasks”“Fill ins”

17. 2. Becoming cross-functional
“We believe that getting the right people
with the right mix of skills together on a
project helps us create better features for
our customers. A typical Monzo product
team will feature engineers, designers, data
analysts, product marketers, writers and user
researchers working together to solve
problems.”

18. Changing office culture

23. 3. Being
customer-centric
Love your customers

24. Deliver an awesome,
integrated customer
service experience

25. MVP
Data
Audience
research
User
testing
Roadmap
“Launch fast,
get feedback
and improve”

26. Takeaways
> You can’t do everything at once, so aim to deliver the highest value first
> Pick low hanging fruit such as high priority, low effort items
> Be clear on what brings value to the customer and how their needs are met
> Build a creative environment with whatever you have to hand
> Celebrate people as experts and individuals
> Create cross-functional, agile teams that focus on delivering value
> Encourage shared learning and celebrate failure

27. What’s the one thing you will
do differently tomorrow?
Tweet it to me now.
@ThatMichaelW