Now that we’re nice and settled into the new year (January is over - hurrah!), we’ve all recovered from the flu that took down 80% of the office, and we’re just about used to typing 2-0-1-8, it's time to reflect on 2017 and all the brilliant things we achieved last year.
Probably the biggest undertaking for us in 2017 was changing our name. Formed in the late 1990’s as “Sift Digital”, our services have grown and shifted significantly since then and as a result, the name no longer reflected our proposition. Following a demerger from the Sift business in 2016, we changed our name to Edo in May 2017, and have enjoyed speaking to our clients and friends of the business about our new name, and what it means for us as an organisation.
> More on this: Sift Digital becomes Edo
We welcomed 10 new clients last year including Bristol Energy, Barnardo’s, Citizens Advice, Maggie’s, Tearfund, the Institution of Structural Engineers and Savills. We’ve worked on some really interesting projects with these new clients, and our existing client base such as:
We’ve been working with the progressive, social impact energy business Bristol Energy since spring 2017, looking at how they can evolve into delivering truly customer-centred digital services.
We worked with them recently on the design and delivery of a switching product for their customer base. Taking an agile approach, we went through cycles of rapid prototyping with our multi-disciplinary team co-designing with Bristol Energy. Taking the product through multiple cycles of iteration based on feedback from audiences.
We are continuing to work with Bristol Energy to drive innovation across their digital estate and help shape capability across their business.
Launching this product is a huge milestone for us, and some of the insights we’re starting to gather from the back end are providing us with super valuable data about our customers and their behaviours. I wanted to give my thanks to you all for the work you’ve put in - you have been absolutely integral to its quality and success. I hope in the future budding product folk will be using screenshots of our new journey to persuade their executive team theirs needs an overhaul!
Kester Byass, Digital Product Manager, Bristol Energy
Citizens Advice appointed us to help them redefine the future of their advice services and strategy. They are still in huge demand, but people’s needs are changing within the multi-channel context and the organisation is having to adapt to that change and the funding environment that enables the service delivery.
We conducted a major ethnographic discovery programme, visiting services right across the UK and working closely with core teams at the head office. This data allowed us to map their services across channels and look at the “customer” journey from end to end to understand how the organisation can deliver services more effectively in the future.
Our work is now central to their strategic plan, and we are continuing to work with them to roll out some of the recommendations and help shape a new function in the organisation that is fully focused on customer experience across all channels and touchpoints.
What Edo have done for us is fantastic. They’ve actually given us a blueprint for what the future of our organisation and service should look like
Laura Bunt, Chief Digital Officer, Citizens Advice
Our long-term, transformative relationship with Sue Ryder continued apace in 2017. We made considerable progress on multiple fronts. The online community proposition we developed now attracts over 7,500 unique users a month, 90% of whom have never accessed a physical Sue Ryder service before - demonstrably extending their national reach and impact.
We also launched and rolled out an initiative to install hardware in all hospices to gather and process visitor data in a much more user-friendly (GDPR compliant) and consistent way - our pilot proved very successful and more than doubled the data acquisition numbers at the pilot sites. This is now being rolled out across the network, with our consulting team supporting the set-up, data integration and staff training.
We also worked with users to explore the need for online bereavement services - we ran a dedicated user insight and process analysis phase to prototype the service which proved successful - the business case was approved and we are building the service to soft launch in Q2 2018. Towards the end of 2017 we won a competitive tender to redesign Sue Ryder’s main corporate website which will go live in Q3 2018.
Our successful partnership with Edo continues to drive the organisation forwards. Not only are we seeing huge traction with our online support community, but we are also developing innovative services across fundraising, bereavement services and our hospice network. We know we can trust Edo to shape our strategy for the future and to deliver great results for us.
Angela Cummings, Head of Marketing and Communications
> If you want to know more about these projects, get in touch
We ran 9 events last year, from seminars and roundtables to workshops. In July we hosted a dinner at Clare Smyth’s CORE in Notting Hill a month before it opened to the public, welcoming Spotify, Virgin Media Business, Stagecoach, thetrainline, Sky, Thomas Cook, the Guardian and others to join us, and the Rt Hon Edward Vaizey MP co-hosted a lively roundtable discussion.
In September we hosted an event with Google Launchpad working with the start-up community to help them to embed user-centred thinking within their organisations. The following month in October we ran our second annual Together We’re Better Conference, with 100 attendees and speakers from NHS Digital, MOO, Mayor of London’s Office, Barnardo’s and WIRED,
> Missed the conference? Take a look at the details here
We also authored our first whitepaper in 2017. Focussing on the four key tenets of organisational change; a customer centred ethos, progressive leadership, capability and skills and technology as the engine, our whitepaper gives business leaders the insight, actionable steps and measurement criteria needed to progress transformation.
> Download our whitepaper, A customer centred culture here
From a team perspective, we also welcomed five new team members (hello Claire, Matteo, Dan, Luis and Dave!), and we were delighted to win TechSpark’s ‘Best place to work in Tech’ award. We also demonstrated our running prowess by winning the Bristol 10k Fastest Small Business Team prize - great fun training and running together.
For a better perspective on what we’ve been up to in the office this year, take a look at Instagram.
> Fancy joining the team? Take a look at the roles we’re hiring.