Designing a national software roll-out
ClientCo-op Funeralcare
RoleService Design Lead
Year2018
Tags
Service DesignTransformation
An iterative, design-led approach to transition 600+ funeral homes across the UK from pen and paper to the award-winning Co-op Guardian platform in just 9 months. Our goal was to enhance operational efficiency and reduce risks. This was the largest private sector digital transformation in the UK at the time.
My role
My role was to define a strategy that focussed on continuous learning and iterative improvements as we rolled out into more regions. This called for significant stakeholder engagement and alignment across multiple business units for simultaneous delivery.
My role involved:
- On-site visits to funeral homes to understand onboarding and operational needs across the operation (rural vs urban, large vs small teams).
- Mapping insights onto the existing internal delivery model to highlight gaps and challenges
- Creating a service blueprint for the rollout
- Running alignment workshops with stakeholders from various departments
- Supporting the creation of “Digital First” go-live criteria based on user needs to ensure preparedness for digital transition.
- Creating an Agile Operations Centre as a physical space for managing the rollout, and solving and tracking challenges and progress every week.
We successfully rolled out the Co-op Guardian platform to each of the 36 regions within the 9-month timeframe.
"Phil has been a major reason for the success of the multi award winning Co-op Guardian product. His ability to engage with users and identify problems is second to none but when this is combined with his service design skills and deep understanding of human behavioural drivers, then you get amazing results. He will be a major asset to any team lucky enough to have him in the future."
Carl Burton, Head of Product @ Co-op Funeralcare