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10 steps to running effective digital projects

Helping you create and run great digital services

 

Here are 10 steps to success.

(We're here to help you along the way...)

 

1. Customer needs

Establish what people come to us for.

Build or buy things only where there's an established user need.

If there's no need, there's no point.

Lady smiling wearing a pendant

Health-Visitor-Talking-To-Mother

2. Business goals

Understand the problem you’re trying to solve before thinking about a solution.

Know what success looks like and how you can measure it.

Perhaps you're looking to reduce calls, increase bookings or get more people to an event?

This may involve partner organisations.

3. Get the right people involved

Talk to the right people early.

Share what you're doing.

Build in web and digital expertise from the start.

 Right people

Wireframe on paper

4. What do we have already?

Work out what systems and processes are needed to run the service.

Reuse technology we already have, if possible.

5. Start small

Don’t wait until something is “perfect” to put it live. 

Start with a prototype (or part-digital service) and build based on people's feedback.

Put your digital service or product live at the earliest stage possible – the moment it starts to provide value to your customers. Their feedback will help you iron out the wrinkles.

And this way, you won't be heading in the wrong direction. Your customers will keep you on point.

  • These case studies demonstrate how we've worked in iterations

MVP Copyright: Henrik Kniberg

 

 Secure

6. Collect data securely

Consider the level and nature of data you're collecting (if any).

Agree appropriate data security measures. Consider privacy.

 

7. Test with people

Make sure the service is simple enough that people succeed first time without help, regardless of ability. And make sure it's accessible for all.

This includes internal senior stakeholders and Members.  

Build in resource to continue testing and improving after go-live.

User testing in a library

HCC website on mobile

8. Test with devices

Test the service on all popular devices and browsers before making public.

You can borrow a range of devices from the web team, including tablets, a Kindle, a mac, an Amazon Echo and touchscreen laptops with various browsers.

The web team tests using:

  • Windows desktop – Edge, Mozilla Firefox
  • Mac – Safari, Mozilla Firefox
  • iPhone and iPad – Safari
  • Android phone – Google Chrome.

 

Guidance on designing for different browsers and devices from gov.uk

9. Promote it

Have a sustainable comms plan to let people know the new service exists online.

Marketing stratgy on whiteboard 1

Paper work

 

10. Offline plan

This is two-fold:

a)  have a plan to ensure service continuity if the digital service is temporarily unavailable. Is there a phone number or alternative process for customers if your online service goes down?

 

b)  ensure people can access your service offline if they don't have digital skills or access. For example, that could be a phone number where call handlers complete an online form on the customer's behalf. 

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