Co-op Membership after 2 weeks

It’s been over 2 weeks since we launched our new Co-op Membership. During this time over 2,000 members have given us feedback on how they’re finding Membership and in particular using the Membership website.

Picture of our new Co-op Membership card.

As a product manager working on Membership, feedback from our Members is really important. We’re using this, along with analytics. The analytics show us general user behaviour which we’re using to help to determine the areas to prioritise. As a direct result of this we’re making lots of changes to the service.

Derek Harvie
Derek Harvie – product manager – Membership

Some members said that they weren’t sure how to carry out some self-service tasks, such as updating their address or ordering a replacement card. So, we made the labels of the links clearer. This is important to get right because the majority of calls to our contact centre and questions on social media are about tasks just like these.

Some new members joining our Co-op for the first time said that it wasn’t clear what would happen after registration. Were they fully registered? Would they get a new card? So, we have updated the registration “flow” on the membership website to include a full welcome email that gives information about when their new card will be posted, and confirm their account has been fully registered.

Thank you to every member who’s taken the time to feedback already. Hopefully you’ll see that we are listening to this and you can see the changes we’re making to make Membership better for everyone.

Derek Harvie
Product Manager

 

6 thoughts on “Co-op Membership after 2 weeks

  1. Niki Coutts October 7, 2016 / 9:23 am

    I am the communication champion in the Newhouse depot and would like to share some of this information on screens around the site. Does anyone have any suggestions or best practice tips they would be willing to share. Thank you. Niki Coutts (nicky.coutts@co-operative.coop)

    Like

    • Co-op October 10, 2016 / 6:01 pm

      Hi Niki, perhaps you’d like to contact us with more information? We’re on social@coop.co.uk ^Jordan

      Like

  2. londonhoggle October 10, 2016 / 4:42 pm

    Shame to have no details of local member pioneers. Took part in last Saturdays walking tour at Woodlands Farm, Shooters Hill, SE London with pioneer Steven. Two families with kids and my own group learning about history of the co-op on that site and its day to day workings. Tea and Biscuits later and very lucky with the weather:

    Why no promotion: Surely Member events have a place in the membership website>?

    Like

    • Co-op October 10, 2016 / 6:00 pm

      That sounds wonderful. As you’ll know, the Pioneer project is a pilot, so we’re not seeking to promote the events and activities too heavily until we know it’s an initiative we’re looking to offer to all members. Thanks for sharing. ^Jordan

      Like

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