The Co-op is the premier convenience store and an iconic brand in the UK. A true co-operative owned by its members, it’s a business that is able to take a more ethical stance than some. This was one of the many reasons that drew us to working with them. Since last June, we’ve been assisting with a digital transformation project driven by Chief Digital Officer Mike Bracken and Group Design Director Ben Terrett.
We’re proud to be a part of a process resetting the organisation around the core values of the Rochdale Pioneers who started it all, in particular working with Co-op Food to run discovery and service design projects using an alpha-beta-live model. We worked side-by-side with the Co-op in Manchester to form One Team with their Food and Digital Colleagues, bringing the best of our ways of working and tools and processes to co-create a highly effective way of working tailored to Co-op.
We’d rather you hear it from them, though, so head over to the excellent Co-op Digital blog and read Kim Morley, Delivery Manager for Co-op Digital and other team members talk about how we:
- Helped save a working day each week for the customer contact centre by discovering user needs and activating the value in existing data with the product range finder.
- Created a simple tool to help colleagues make deliveries smoother that evolved into a store dashboard. Even in its infancy this is estimated to give Store Managers up to 10% more time on the shop floor.
- Implemented ustwo’s discovery model for uncovering opportunities, including a tool we developed, informally known as a filter, to bring rigour to product and service discovery, derisking the process of finding new value.