Digital done …… well … better … differently

London Office | 7-10 Adam Street, The Strand, London WC2N 6AA, United KingdomTokyo Office | 4-25-16-102, Higashi Oizumi, Nerima-ku, 178-0063, Tokyo, Japan

Internet | www.goliathagency.com | hello@goliathagency.com Telephone | UK +44 207 520 9095 | JP + 81 35947 6171

Digital wisdom for the financial and government sectors

We help you get value from digital

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Strategy Projects ImprovementDigital

done well

Innovation

The right digital thing …

A logical and creative approach to strategic questions about how to create (more) value from web, mobile, social and gaming opportunities.

… done well …

Delivering (and sometimes rescuing) projects that require business, technology and creative people to work together brilliantly.

… done better …

Getting the most from your digital estate by improving customer experiences and business processes.

… done differently.

Designing new propositions that are unreasonably valuable in a rigorous, low risk way.

For the financial and government sectors

90% ?82% 70%

Hello.

The Goliath team has over thirty years combined digital experience that includes some of the world’s largest, coolest and most digitally defining brands. We are “tri-lingual” in business, technology and design.

Doing the right digital thing …

Digital StrategyDigital strategy is about how to create value by digital means. It might address industry or enterprise-defining issues. Or it can focus on delivering company goals around marketing and customers.

Questions that we’ve got deep experience of helping clients to answer include:

1. Is there a transformational opportunity?2. How best do we organise, manage and govern our web

presence?3. Do we need a mobile app? If so, for what?4. What should our information architecture look like?5. Who are our customers and how do we define their

personae?6. Is there a better way to manage our online content across

the lifecycle?7. How should we use social media?8. How can we deliver better customer service online and

offline?

ServiceShifting customer service to the lowest cost, appropriate channels.

Strategy services

ExperienceImproving customers’ end-to-end experience.

EngagementCustomer engagement and advocacyAwareness

Customer awareness

PresentationBetter presentation of digital assets and brands.

WebContent, navigation, design, layout & search.

MobileApp concept, design and prototyping.

Social mediaStrategy, campaign, monitoring and management.

Prototyping Rapid concept development for web and mobile services.

Service designCreating useful, useable and efficient touchpoints.

Customer insightPersonae definition, customer insight and usability.

We help you identify and focus on the right digital things …

Outcomes

ValueIncreasing sales and building sustainable value

We combine deep knowledge and experience of both digital and the financial and government sectors. We think that’s important in order to get to the heart of the issue.

Our approach often focuses on discontinuity, the greater good or transformational opportunities. Equally, we are analytic and KPI driven with a sharp focus on revenue, cost and value.

Digital done well …

Digital ProjectsDigital projects are challenging. They cut across functional and business unit lines. They utilise diverse skills and attitudes. Requirements evolve. Change happens.

Our project management takes account of these four facts:

1. Up-front business requirements often don’t capture the full extent of what was really important. Often the full requirement emerges during the project.

2. Marketers think like musicians, developers think like DJs. Business executives often develop bespoked visions. But developers increasingly use pre-existing code libraries.

3. Digital projects cut across functional and business unit lines. By default, a web project can simply reflect the power structures of the organisation that made it.

4. Change happens at neck-wrenching speed. Whether it be ubiquitous javascript, skeumorphic design, HTML5 standards or retina-display mobile; obsolescence has never been closer.

SCRUM PROCESS

... We make digital things happen efficiently and effectively...

Daily Cycle

Sprint reviewSprint retrospective

Update product backlog

RELEASEProduct increment

•Business case & funding•Contractual agreement•Vision•Initial product backlog•Initial release plan•Stakeholder buy-in•Assemble team

PREPARATION

Sprint planning meeting

SCRUM ROLES Team members

M

Scrum master

Stakeholders

Productowner

Users

We are “tri-lingual” in business, technology and creatvity; so we bring together technical and business perspectives on risks, issues and opportunities. We bring agile, waterfall and lean project management expertise to bear. We are used to delivering in complex stakeholder environments. In short, we deliver digital well …

7

Digital done better …

Digital Improvement

Websites are complex, interdependent and adaptive systems. So day-by-day continuous improvement is often the best, safest, cheapest way to improve website profitability.

People visit websites to DO something.

We think the performance of a website is defined by how successfully customers can complete the sales and service transactions that matter to them. It’s easy to lose this clarity in the number-soup of other web metrics.

In our experience, websites often don’t fully reflect the priorities of customers. This leads to poor customer experiences and lost profitability. Continuous digital improvement addresses this issue.

People visit websites to DO somethingDoes the site match customers’ priorities?

Action drives profitabilityCan customers find & transact

easily ?

Evolution not revolutionContinuous improvement of content, layout and nav.

Data not opinionImprovements based on hard

customer data.

Continuous improvement delivers similar benefits to redesign, but with less cost and risk

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This is an example text. Go ahead and replace it with your own text

What matters to website customers is whether ‘I can do what I came here to do’. Our continuous improvement methodology identifies customers’ most important tasks and uses hard customer data to drive continuous ‘quick win’ improvements that increase profitability. Often we can get similar benefit to a traditional redesign project but with much less risk and cost.

9

Digital done differently …

Digital Innovation

Having ideas isn’t usually difficult. The challenge is to create successful ideas that are unreasonably profitable.

In our experience, achieving this requires:

1. Employing a process that validates ideas in the strategy of the business, the needs of the customer and the dynamics of the market.

2. Thoroughly testing ideas quickly, cheaply and repeatedly using mock-ups, prototypes and good old-fashioned business case and spreadsheet tools.

3. Working with internal stakeholders to mobilise ideas into delivery and identify fail points quickly. This often requires working at speed.

Our tried and tested innovation process rapidly creates value

We use a tried and tested process to quickly develop and deliver valuable new ideas. In essence this combines commercial wisdom, creativity, logic and the ability to manage iterative projects at speed across multiple stakeholders.

?

1. Customer definition

2. Strategy & Capability

3. Market & proposition

4. Commercialise

Customer testing

Customer segmentation and definition

Unmet Customer needs

Functional & emotional needs

Usability

Fit with goals

Threats to goals

Brand assets

Technology assets

People and other capabilities

Definition

Dynamics

Discontinuities

Competitors

Differentiation

Business case

PartnershipsOperating plan

Go to market plan

Mergers

Joint Ventures

AcquisitionsUnvoiced Customer needs

Ideas

Mock ups

Prototypes

Delivery

Goliath Directors

CSR Chris RyanChris has a background as an entrepreneur and Vice President at Goldman Sachs in Japan.Recently, Chris has been working on one of the year’s most successful social app launches. As well as delivering a complex digital project for one of the world’s leading tech companies.

Outside work, Chris is an unfit but determined mountaineer. He’s also currently training for the Connemara Marathon. So he’ll soon be much fitter.

STK Simon KirbySimon has a background in management consultancy, mostly about digital solutions to customer problems. Clients include Barclays Bank, Aviva and Fidelity.

In the past year, he’s been focusing on the redesign of a large government website. He’s also developing digital branding for a start-up, on behalf of its venture capital investor.

Away from work, his new found passion is Krav Maga, an Israeli martial art. This incurs his wife’s disapproval.

Digital done …… well … better … differently

London Office | 7-10 Adam Street, The Strand, London WC2N 6AA, United KingdomTokyo Office | 4-25-16-102, Higashi Oizumi, Nerima-ku, 178-0063, Tokyo, Japan

Internet | www.goliathagency.com | hello@goliathagency.com Telephone | UK +44 207 520 9095 | JP + 81 35947 6171

Digital challenges don’t always come neatly packaged as projects.

To help to scope, analyse or define the problem or opportunity, we offer up to two free days of consulting without onward commitment.

Thereafter we offer engagement on either a time and materials project basis or on a retainer.

To find out more, please contact Simon or Chris below.