INTERNAL USE

ONLY

HOW WE WORK CX TEAM AGILE PILOT June 2016

INTERNAL USE

ONLY

Knowing me, knowing you – 10 mins

Pilot method: what, why, how – 20 mins

Get going: your motivations, ideas – 20 mins

1

2

3

INTERNAL USE

ONLY

1

3

Customer Experience agile pilot 2

DESIGN

PROTOTYPE

LEARN AND

ITERATE

‘ONE BIG

THING’ RELEASE UNDERSTAND

2 week sprint

2 week sprint

2 week sprint

Ongoing

How we work

We work in 2 week sprints, combining assets, capabilities and experience to

focus on rapid user feedback. We call our priorities ‘one big thing.’ The more

data that clarifies our priorities, the better.

Our Customer Experience pilot could follow the timeline above.

20th June

4th July

Ready to pilot

from 18th July

4

Sprint 1

• Unpack the problem • Decide & storyboard • User interviews

• External examples • Metrics

Sprint 2

• Prototype and iterate • Get stakeholders ready • Agree some KPIs

• Showcase pilot

Sprint 3

• Launch a pilot • Start immediate evaluation

Campaign retrospective

• User feedback • Learnings for next product

Pre-sprint – get ready

• Pick a problem, get it sponsored • Right team in place

UNDERSTAND

DESIGN

RELEASE

LEARN

The method summary 2

5

Sprint 1

Understand

• Unpack the problem

• What do we know?

• Develop common view • Business opportunity

• Competitor offerings

• Success metrics

• Existing research

• Interview experts • Finally, storyboard

Data baseline….

If possible, gather relevant data pre-sprint

Sprint 2

Design and prototype

• Showcase to sponsor

and user test cohort

• Stakeholder comms • Set expectations

• User testing across

the sprint

• Prototype iterations

• Get ready for launch • Measurement

capability

Sprint 3

Release, measure,

learn

• Launch pilot to test

cohort • User 121 interviews

across

• Start immediate

evaluation collection

• Progress reporting

With the right data, team, mandate, urgency and freedom, we can tackle a big

problem really quickly and with low risk through user feedback loops

The detail of our approach 2

6

Principles

• Follow the data

• Cross

collaboration

• Prioritisation

• Deliver small &

frequent

• Upskill

• Transparency

Key actions

Create data point(s)

on as-is CX team

Team sheet defined

Create prioritised

backlog

Storyboard pilot

Reading list for CX

Hive pilot project

space

Benefit

Empirical based view

of change levers

Maximise team

potential

Focus on One Big

Thing at a time

Test, feedback, scale

We are aligned on

how to work

No overlap – clear,

collaborative view

Deadline & who

4th July – CX

4th July - Nick

4th July – Nick, Mo

4th July – whole pilot

team

24th June – Nick

11th July – CX team

24th June – Nick

Now – all Hive reg

What we need to do next 2

7

DRIVING AGILE IN

GROUP DIGITAL

We are compelled…

To build the right product,

at the right time

How we work…

Agile is not one thing,

instead a mind set,

welcoming

experimentation, rapid

customer feedback,

failure (which is really

learning

Why is agility important? We need to get ready… For more change, more choice,

more competition. Can Group Digital live and breath an agile mind set?

A bit more about agile in context… mind set 3

8

#AGILITY

DRIVING AGILE IN

GROUP DIGITAL Behaviours, mind set

Open & transparent

Cross skilled, empowered teams

Start small, get going

Cadence of frequent production

Scrum ceremonies

Reflect, learn, improve

Data

Productivity

Collaboration tools

Number of teams ‘working agile’

Training opportunities

9

Unleash Agile

SU

PE

R P

OW

ER

S Piloting in the CX team

IDEAS…

Create a playbook

Online learning

Coaching and role training

Scrum ceremony kit

Hackathon/bootcamp

What else?

3