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.
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.
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.