HOW CAN I IMPROVE THE “EXPERIENCE” OF MY MEMBERS THROUGH DIGITAL TRANSFORMATION

Ralph JohnsonManaging Directorwww.felinesoft.com

Agenda

• Challenge• Situation• Solution• Making the Change

Challenge

Challenge

How do I get my job done?

Working in constantly

My is never correct

I only see the member from my department’s perspective

5

Challenge

The Boss

Events Finance Membership Publications Education

Challenge

6

Events Finance Membership Publications Education

Please come to this event

Ok or no this event is not

suited for me

Please provide me all your

details

Please pay for your renewal

Ok how much

£XX, repeat next week

This is of value to you

Ok I’ll sign up

Thanks please speak to these other people

Content

Content

Content

This will help you

It is not relevant to me or thanks and what next

What stage are you at again

Situation

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8

The Experience

Situation

Discover Research Onboarding Engagement Advance

Feeling

Thinking

Doing

Stages

· What thought leadership is there?· How do can continually progress my

career?· What areas shall a I focus my career

on? · Where do I find advice for my

specialism?

· What does a career look like?· Where can I get support?· What accreditation do I need?

ClearUnclear

I need help with this I need to be at the forefront

of thinking

What are people talking about? Is this the right career

for me?

This terminology is confusing

I understand how I progress

· What do I need to sign-up?· What do I need to be approved?· How much does it cost?· What value do I get?

· What is the latest industry thinking?

· What help can I get with this technical issue?

· How can I continue to learn?

· How can I progress to the next level?

· I need to be seen as an industry leader

This I to do XYZ I need to pass my degree

This looks complex

I learnt a lot at that eventThat person really knew

their stuff

Where do I get the valueWhy do I have to keep telling them who I am

To get my next Job I must be accredited / chartered

Do I really need certification

Should I change career?

Sign Up Register

Give back

· I have more time now· I think we could change XYZ· I would like to speak at an event

Engage Educate

Renew

Articles

WebsiteRegister Apply for

Membership

White Papers

Advice

Events

Fellow / Chartership / AccreditationCoursesAdvice

Events

White Papers

Events

Leadership

I want to push the boundaries of industry

thinking

What next? Looking forward to retirement

9

Challenge

If I had asked people what they wanted,

they would have said faster horses.

attributed to but not really Henry Ford

10

Challenge

Capex Opex

£ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £ £

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Situation

experience

time

baseline

Start install of large off the shelf software

Complete install of large off the shelf software

Life time of software (2 to 4 years)

And repeat

Solution

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Solution

Continuousexperience improvement

digital transformationcontinuous

through

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Solution

experience

time

baseline

Big project / off the shelf

Developer Operations

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You can have your cake and eat it!

Frameworks NOT

Packages

What about best practice and industry convention?

Solution

Making the Change

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1. Agree a regular spend2. Assign a product owner that owns the member experience

organisation wide3. Create regular feed back loops to monitor the effects of changes

Continuously rollout improvements to your member facing touch points and member services

What do you need to do in order to enable continues experience improvement

Making the Change

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Continuous Improvement Developer Operations Model

Making the Change

These determine KPls, reports and other metrics, per user, in

order to monitor that the process is working as agreed

Mapping processes to determine the starting point and the "Actual State"

Regular delivery of developments for the end user

to operate and request for changes. It is

IDEAL that the end user is part of the process of development

and testing

we choose technologies and review options with the client. The client is part of the project from the very beginning and feedback is VITAL

Optimize a process with a right combination of technologies

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Making the Change

Define a visionThe agile alliance defines the vision as:

• For (target customer)• Who (statement of the need or opportunity)• The (product name) is a (product category)• That (key benefit, compelling reason to buy)• Unlike (primary competitive alternative)• Our product (statement of primary differentiation)

“

”

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Making the Change

Understand the influencing factors

Product Owner

Vision and Leadership

Strategy

Model

Product / website

User feedback

Life cycle

Financials

Usage Analytics

What budget do you have to achieve your goals? Is it Capx or Opex

What direction are you heading in, how does effect the product?

Define a clear vision for the product with your stakeholders

What is the life cycle of the organisation and product? Do you operate in cycles?

What does the user want from the product / web site. How do you get this feedback?

What do users do with the product / site? Can you measure targets and activity?

Do you have a deep understanding of your product / website including integration points and technology

What is your business model and does you product / website align with it?

Define you organisation’s strategy

Product vision

Is your membership renewal cyclic? Why?

Create simple easy ways for members to feedback - user voice, micro surveys

Tracking of member engagement and NPS should be considered. Plus other

KPI’s to create a feedback loop

Setup a Dev Ops team

Define the value prop for members

Agree your regular spend

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Making the Change

Assign your organisation a Product Owner to manage the experience

Product Owner: owner and manages the roadmap

Stakeholders: contribute Development Team: contribute

Market

Competitor

Regulation

External Factor : Influence

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Making the Change

Setup the stakeholder groups to feedback into the Product Owner

Product Owner

Events

Finance

Membership Publications

Education

Members / Community

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Making the Change

Regularly meet to agree the Roadmap

Time 2017 – Q1 2017 – Q2 2017 – Q3 2017 – Q4

Feature 1

Goal

Metric

Goal 1 and 2 Goal 3 Goal 4 Goal 5

Metric 1 and 2 Metric 3 Metric 4 Metric 5

Feature 2

Feature 3

Feature 1 Feature 4

Feature 5

Feature 2 Feature 3

Feature 5

Feature 5 Feature 6

Feature 7

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The massive plug

Developer operational is available form FelineSoft along with our membership framework

Thank You