Karen Lindop: we’re hiring! Plus news from our latest All Team

(Transcript) Karen Lindop: Hello, and welcome to our update on what’s happening in the Digital team. Busy week this week.

On Wednesday all the team got together to share their work. It was great to have lots of the team members on their feet and talking about the work their doing. We heard all about digital coupons; our Design system; service design with our Food business; how we’re using our data ethics canvas; plans for one web and celebrating award success. Thanks to everyone who presented.

We’re looking for some new people to join us right now. We’re expanding the work on Funeralcare Guardian, and because of this we’re looking for product owner, delivery manager, BA, software engineer, platform engineer, QA, user researcher and interaction designer. If you, or you know anyone who might be interested then please get in touch.

You can also find out more about the Guardian roll-out and lessons learned on our Digital blog.

Also this week, some of our interaction designers have been involved in OH’s Catalyst programme – a 10-day alternative education programme for people looking to get their foot in the door of the creative and digital industry. Katherine Wastell and Jack Fletcher took part in a panel discussion about their design career paths. Then together with Nate Langley they all led a session called ‘Everyone is a designer’, which focussed on turning research findings into product opportunities.

That’s it for this week. Don’t forget to subscribe for all our updates on our blog and follow us on Twitter. See you soon.

Karen Lindop
Head of Digital Operations

Steve Foreshew-Cain: the Funeralcare service exits beta and Design Manchester has begun

(Transcript) Steve Foreshew-Cain: Hello and welcome to this week’s Co-op Digital update.

Well since I last spoke, our Membership app trial with our colleagues has begun and over a thousand people have already signed up to join the trial. They’ve been giving us loads of feedback already and we’re learning quite a lot from it so we’ll be sharing what we learn on our blog.

Some other great news, the service that we’ve been working on with our colleagues in Funeralcare has exited its beta phase. There’s been a lot of hard work since we did the initial inception back in April 2016, but as a team were really proud of the product that it has been built and the amazing job frontline colleagues have done to help us design a service that we have proven works and will give colleagues time back to care more. So big thank yous to all of those involved.

Now you may remember a few weeks ago I told you that The Federation had been nominated for an Inspired Places Award 2017. Voting opens today and we’ll share the link on our blog and our Twitter account so please, please vote and remember if you’d like a tour of The Federation, get in touch with Victoria Howlett who can arrange that.

This week also saw the start of Design Manchester, Manchester’s annual design festival. It runs until the 22nd of October and there’ll be talks exhibitions workshops films and loads more across the city celebrating design in all its various forms. We’ll be running and speaking at several events this year too so we’ll be talking a lot about service design, something that’s really relevant to what we do here in the team. Everyone’s welcome so please once again, the links to register will be on our blog. Please take advantage.

Now, yesterday it was our pleasure to host the first Northern Data Governance Forum. It was great to welcome lots of organisations to share their thoughts and experience on data governance. Thank you to Catherine Brien and Ian Thomas from the team who were amongst the speakers there.

And finally this week Kate Towsey has joined us as a user researcher and she’ll also be helping us build our very own user research lab in The Federation, so welcome Kate, it’s great to have you onboard.

That’s it for this week you’ll find our latest vacancies on our blog and don’t forget to subscribe for all of our updates and follow us on Twitter.

We’ll see you next week.

Steve Foreshew-Cain
Group Digital Director

 

Steve Foreshew-Cain: an app for members, training Funeralcare colleagues and an award win

(Transcript) Steve Foreshew-Cain: Hello, and welcome to this week’s Co-op Digital update.

The week started with the brilliant news that the team won the ‘Best Loyalty Initiative’ for Co-op Membership at the Retail Week Technology Awards. A massive well done to the team. Thanks to Danielle, Georgina, Anna and Dave who picked up the award on behalf of the team.

Our social media team have also been nominated for a number of awards at both The Drum’s DADIs and UK Social Media Awards in the last few weeks – so fingers crossed for them too.

On Wednesday we welcomed our Group Board to The Federation for their September board meeting. Whilst they were in the building we were able to give them a tour around and they were some of the first people to see the new Pioneer coffee shop – which is looking amazing.

It will be open for colleagues and tenants in the Federation shortly, and then open to the public after that – watch this space for more updates.

Also this week our Deputy CEO Pippa Wicks spent some time chatting openly and listening to some of our Digital colleagues. She then visited Adam Warburton and the team working on the membership app, heard about what they’ve learnt so far and even got to try it out for herself. Thanks Pippa.

Carl Burton, Helen Lawson, Michelle Monaghan and the rest of the Funeralcare digital service team have been busy this week. They’ve started to train colleagues in Funeralcare how to use the new system. If you’re a colleague and want to know more, you can at the next show and tell which is next Tuesday, 26 September at 2pm on 12th floor of Angel Square. But don’t worry if you’re not in Manchester, it will be filmed.

We’ve just said goodbye to Mark Brannigan one of our user researchers – but as they say, ‘user research is a team sport’ and thank you Mark for everything that you’ve done to really live this, and all the best for the future.

This week we it was great to say hello to some new faces. Alex Lynham joined us as a software engineer in our Data Services team and Amber Garland is our new apprentice software engineer, joining the Membership team. Welcome.

That’s it for this week. You’ll find our latest vacancies our blog. Don’t forget to subscribe for all our updates and follow us on Twitter. See you next week.

Steve Foreshew-Cain
Group Digital Director

Steve Foreshew-Cain: a Member Council event, an award win and Food colleagues come to Federation

(Transcript) Steve Foreshew-Cain: Hello and welcome to this week’s Co-op Digital update. It’s been a really big week this week.

On Saturday I had the pleasure of joining our National Members Council to share with them the work that we’ve been doing in Co-op Digital over the last year. Catherine Brien was with me and she talked about our thoughts on data and the work that we’re doing to become trusted with our members’ data.

And a big thank you to Mary McGuigan who presented with us as well. She’s a council member who was presenting on her experiences working with our teams as a member of the Digital Working Group.

Catherine’s had a busy week as she was also representing the Co-op at the Manchester Digital Summit. Now this was a summit that was arranged by the Mayor of Manchester, Andy Burnham, and was a really great opportunity for us to get the chance to share our thoughts and our experiences about how to connect people and businesses and their communities.

On Wednesday we welcomed some of the food store managers to Federation House. They shared some brilliant ideas with the team who were working on the Leading the Way project so thanks to them. And a big thanks to Steve who took some time out of his busy diary to sit with Kim Morley as she demonstrated some of the exciting work that the Leading the Way team have been working on.

A massive well done to the team working together with our colleagues in Funeralcare to transform their business. I’m not sure if you’re aware but they won an award last week. The Digital Leaders award for the best large enterprise project. That’s a brilliant achievement for Robert, Andy, Carl and the whole team and very well deserved.

And finally a hello to some of our new starters. We welcome Sophie Benger to the Digital Engagement Team where she’ll be helping our data science team explain some of their work. We also welcome Adam Westbrook who’s joined the Engineering team this week as a platform engineer.

Well that’s about it for this week. Don’t forget to subscribe to our blog and follow us on Twitter.

See you next week.

Steve Foreshew-Cain
Digital Chief Operating Officer

Mike Bracken: 700k new members, helping Food colleagues and an upcoming Funeralcare event


Mike: Hello. Welcome to week 11 update from Co-op Digital. Start off with a big number. Six months ago we launched the new membership scheme for the Co-op. This week we passed 700,000 new members. Great effort from the Membership team and everyone across the Co-op Group to roll out the service. It’s great seeing members come back to the Co-op.

I want to talk about 4 things we’ve done this week.

First is in Funeralcare where in our Edinburgh hub we’ve rolled out the new digital service that’s transforming that business following on from our Bolton work. There’s an event here in Manchester next week, you’re more than welcome to come to that to talk about how we’re digitising the Funeralcare business. [more information below]

Our wills service has been handed back right into that wills business which is now taking more and more of our transactions digitally.

And our coop.co.uk site and our corporate sites have had a refresh from Peter Brumby and the team. They look great.

Final thing is Store Dashboard. We’re starting to get real traction with our Food business and you’ll see on our blog the reception that our store managers give when we give them these great digital tools and services. You’re going to see more of that.

A couple of quick shout outs this week. Rebekah Cooper who’s joined our team is now reverse mentoring Steve Murrells, our CEO. It’s great to see our leadership team welcome digital in and taking the advice from a younger generation.

And also we’re helping Liverpool Geek Girls and sponsoring them as they come through and take part in this community here in Manchester.

And it would be remiss of me not to finish with the usual “were hiring.” We’ve got some great opportunities so do check out our blog and see if you can come and join the team.

Thanks a lot.

Mike Bracken
Chief Digital Officer

Come to a talk about the digital transformation of our Funeralcare business on 28 March. You can get your free ticket at Eventbrite.

Funeralcare team welcomes a new user researcher

Photo of Mark Branigan, user researcher on Funeralcare

I’m Mark and I recently joined Co-op Digital as a user researcher on Co-op Funeralcare. I’m part of a multi-disciplinary team which means I work alongside developers, designers and product managers as well as internal and external subject matter experts from the funeralcare industry.

At Co-op Digital we’re building a service so that our Co-op Funeralcare colleagues can meet the needs of their customers more efficiently. The less time spent doing paperwork, the more time they have for their customers. Their role includes welcoming friends and family who are visiting their loved one, arranging personalised keepsakes, and of course organising the funeral including the cremation or burial.

As a user researcher, I help my team learn about our Funeralcare colleague’s roles; which systems are already in place and where digital can make things better. The best way for me to do this is by visiting funeral homes, listening to my colleagues who work there, and watching them at work.

When I’m back in the office I relay what I’ve found out to the rest of my team. That said, I believe that ‘user research is a team sport’ so I always encourage my colleagues to come and see for themselves too.

Contextual research (actually going to the place to see how things work) makes sure we build a service based on needs rather than on our assumptions of what our colleagues need. So in this sense, my role is to make sure that when my team starts iterating on the service or building a new feature, we know it’s going to be useful as well as useable. Contextual research means that both time and money are spent wisely. We’ll iterate what we build along the way, of course.

I feel privileged to be on this team. Our Funeralcare colleagues only have one chance to arrange a loved one’s funeral. Building something that helps them do that smoothly and sensitively feels like a really important thing to work on and get right.

Mark Branigan
User researcher, Funeralcare

Hello to Annette Joseph

I’m Annette and I recently joined the Digital Services team as a Delivery Manager.

photograph of Annette Joseph posing at whiteboard.I’ve worked for Co-op for over 2 years as the Search Engine Optimisation (SEO) Manager for our Food business. I was seconded to the Digital Services team earlier this year and spent a couple of months shadowing delivery managers to get up to speed with agile ways of working before being hired permanently.

We’ve got lots going on so there wasn’t any shortage of great things to learn.

The digital wills team helped me to get a hands-on understanding of the role and responsibilities of a digital delivery manager. Setting the team up for a successful delivery, removing blockers and obstacles and helping the team to become more self organising. I also worked with Vic Mitchell and the team as they established a robust, but light touch governance for the wills online service as it moved toward live testing.

Picture of the output from the wills risk session
Wills beta team – output from go live risk session

The team working with Funeralcare is helping the business rethink how we deliver at-need funeral services. In an agile team, the way the team works together is as important as the work they produce so it’s important that any issues are surfaced and dealt with as quickly as possible. Working with this group, I learned about the importance of facilitating a team through different stages of maturity and how the appropriate method of support can help the team produce magic.

Picture of the Funeralcare beta team
Funeralcare beta team

The recruitment pipeline was passed to me at the beginning of the secondment. I used it to demonstrate the techniques that I learned from the other teams. The big visible displays of information keep us on track, and help us to be transparent. Regular catch-ups ensure the flow is constantly progressing, user research loops and retrospectives continuously improve the process.  

Picture of the output from the recruitment retrospective
Output from the recruitment retospective

The delivery managers’ community of practice ties it all together. We have a steady, supportive group meeting regularly. We share knowledge, resources helping us to continuously improve the standard of agile collaborative delivery across all teams.

We’re looking for more Delivery Managers right now, if you’re interesting or have any questions please get in touch.

Annette Joseph