We launched our new Membership in September 2016. It’s a really massive and complex area of work and spans all 5 Co-op businesses from Food to Legal Services; Insurance to Funeralcare and Co-op Electrical. Our role at Co-op Digital is to support those 5 areas by making stuff as simple as possible for potential members to join and existing members to get stuff done and join in.
Anyway, since we launched, the Co-op Digital Membership team has been working hard to improve the online and offline experience for members and potential new members.
A ‘journey map’ for product teams
Six months ago, product manager Derek asked our team, plus Matt Edgar from Stick People, to map out the granular interactions of the membership experience on a wall in Angel Square. The digital team uses this to prioritise and keep track of the work they’re doing. On a weekly basis, they gather around the wall and update it with work in progress, problems, research and data.
It’s working well and gives the digital team a good level of autonomy.
However, because there are lots of people working on Membership who don’t necessarily work in digital, this level of detail isn’t understood by everyone. (Which is ok, digital isn’t everyone’s expertise). The map is also stuck to a wall so it’s not accessible to some of the wider team.
So we figured we needed a separate but related, digital as well as physical, higher level service map. It would include all the work on membership, not just the online part of it, and it’d be accessible to everyone. This way, absolutely everybody who needs to know, can be in the know.
Different user, different service map
So that teams and stakeholders can get an overall view of the activity that’s going on, Lawrence and I started mapping out the framework for a service map, or blueprint, to help everyone see the end-to-end experience, both online and offline.
Using this framework as a foundation we held a workshop with the delivery teams, the marketing team and the data science team to add what we know. And what we don’t know.
The Membership service map covers everything from when a customer becomes aware of the membership proposition, through to the sign-up process, earning and then spending rewards, choosing a local cause and voting at the AGM.
The purpose of the high-level service map is to:
- see all the steps within the end-to-end journey
- highlight what we know about user behaviour and service at each stage (quantitative and qualitative)
- highlight colleague and touchpoint interactions at each stage
- highlight metrics and data we track at each stage
- show all the known work being carried out at each stage
The service map will add value because it will:
- give us a single source of truth
- make it easy for stakeholders to understand membership and engage with it
- make our work visible to the rest of the organisation
- show pain points, opportunities, recommendations for testing
- help teams see what other sub-teams are working on and work together effectively
- be the focus of membership service decision making in the future
Service mapping at the Co-op: it’s early days
Service design is a fairly new way of thinking and working at the Co-op but there are plenty of examples around the business of how useful this role can be.
The Funeralcare digital service uses a service blueprint to map the complex business of arranging a funeral from the colleague, logistical and customer viewpoints. And the Leading the Way team has mapped out the overall colleague, customer and product experience in stores.
Going forward we’ll use the map to monitor the service and make changes. The team will continue to work with the wider business to improve the service.