Most important message: change doesn’t have to be sequential – start where you are.

• “Evolving ways of working in face of technological change to continue delivering mission”
• Need to thoroughly understand why you exist
• Be the best at what you do
• Look at people’s day to day interactions and make them better
• Start where you are and affect something you can
• Digital impacts every aspect of people’s day to day life, make sure every interaction is awesome
• Change doesn’t have to be sequential, pick off the things you’re already capable of doing
• Your goals are the difference in the world your organisation is going to make
• Think about the barriers to change your organisation currently faces, find the people who want to change them, work out which you can tackle right now and get going
• Approach it in quite a ninja way, sneak in and fix little broken or bad things, you’re improving people’s lives internally and people gradually realise it’s digital that achieved that
• Find internal champions to promote digital internally
• You’ll never be done, iteration is a stage often forgotten
• When you understand the overall goals, think about what messages you need to communicate first
• Identify where you have competitive advantage and how you can make that stand out
• No survey beats person to person user testing
• Develop personas
• Put your audience in priority order and build to that
• “Start where you are” also informs new developments – take what you have and work on making it better
• Think of ways to optimise your uat and iteration processes
• Sitecore – really great for personalisation
• Think about the long term journey of your audience, not just signing them up, but knowing what they want in two years
• Meaningful ideas, intelligently delivered