Ways of working

Getting a digital solution off the ground is a multi-step process that involves active collaboration between various teams from us and your organisation. This document aims to provide an overview of the tasks involved and details what goes into developing your solution. During our engagement, we will accumulate (and deliver) the following documents and assets:

Project brief - this document is created from our initial meetings, conversations and helps us design the initial scope of work.

Statement of work - this document becomes our contract and describes the rules of our engagement. It is intended to be enforceable by law and lists all the details of what is being built as well as:

  • Project objectives

  • Agreed KPIs

  • Team roles and responsibilities

  • Client RACI (stakeholder) matrix

  • Milestones and timetable

  • Risk factors and mitigation

  • Escalation points

  • Sign-off processes

  • Budget, costing and payment schedules

Experience design approach - this document is a narration of our product strategy and formalises the project vision. Detailing the research and theory of why we’re building what we’re building. A project of any scale should not begin without the right level of planning and strategy. This document makes sure our approach is understood, and nothing is lost in translation. Items include:

  • Project hypothesis

  • Usability review

  • Data Analysis

  • Task Analysis (Jobs to be done)

  • Content Audits

  • Information Architecture (site-map)

  • User Testing Plans

Product assets - when we talk about product assets, we mean elements that define how the product should function. The data we collect provides the foundation for behavioural archetypes, experience maps and depending on the size of the project, the following items:

  • User Flows

  • Content Flow

  • Wireframes (template definition)

  • Cross-channel user management

  • Pattern Library

  • Component functionality

  • UI Design

  • Interaction design

  • Tone of Voice

  • Digital Brand guidelines

  • High-fidelity prototypes

Product Specification Document - this is a technical requirement document that defines the functionality, features, and purpose of every item that we’re going to build. It serves a vital role in communicating with stakeholders, engineers and ensuring successful outcomes. Documentation requirements differ based on the technology and methodology used to complete the project and other factors. However, some key items are often included in requirements documentation:

  • Scope (feature complexity)

  • Functional requirements

  • Non-functional requirements

  • Content Migration plan

  • URL, Taxonomy and SEO plan

  • Solution/Technical Architecture

  • Content Management System(s)

  • Integration plan (APIs etc.)

  • Testing requirements

  • Security

  • Performance testing requirements

  • Project build plan

To help us during this process, we would need the following client stakeholders available during the project:

Project Manager (client POC) • Weekly project meetings, status tracking, track and explicit dependencies, liaison

Tech Lead (responsible for all tech conversations) • Web tagging, variable capture, integration points, telephony, Requirements design and UAT sign-off

Functional/Business Lead • Journey identification, targeting customers, intent validation, requirements design and UAT sign-off

From our side our project team will consist of:

Engagement Lead • Lead the overall team towards delivery of client business goals • Responsible for ultimate delivery quality and business results • Client advocate and ultimate liaison • Lead team towards delivery of client business goals • Manage project communication, timeline and resources • Manage project scope and requirements • Implement and customise business reports

Experience Design & Content Lead • Author solution flow design and specification • Generate application interface based on needs • Manage UI verbiage, graphics and audio • Analyse and refine solution flow based on performance • Generate application interface based on needs

Development Lead • Author technical specifications • Design and develop integration with backend systems • Write code to support flow logic • Implement data and transfer logic • Manage the release and deployment process

QA Lead • Write test plans and test scripts • Execute test cases and qualify bugs • Manage external test feedback • Manage bug and enhancement reviews

Integration Lead • Design and implement and backend integration infrastructure • Perform capacity planning and integration testing • Provision platform capacity

Project Manager • Manage project communication, timeline and off-shore resources • Manage project scope and requirements • Manage project plan, status & risks

Business Analyst • Author solution flow design and specification • Work with Experience Design Lead to analyse/tune application performance

Optimisation/ DSG Lead • Manage the overall performance of the live solution • Review data to identify and realise performance improvements • Create and tune data models to optimise performance