Digital studio ways of working

The Digital Studio is the team responsible for managing and improving RNLI.org and related websites and services. We aim to be data driven and prioritise work that most strongly supports our mission to save lives. Our aim is to deliver top-class experiences for end users, while providing an efficient service to stakeholders across the RNLI and partner organisations.

Each month we process around a 100 separate requests. This is a lot of work for a small team. To streamline our work, we categorise jobs and create different targets and processes to maintain flow, efficiency and effectiveness. There are three main categories:

What is a Standard Task?

  • These tasks are of a known, limited and specific nature
  • They can be completed exclusively through clearly defined steps and with technologies owned by the RNLI

Examples

  • Make a minor update to existing content
  • Add a new Event
  • Add a new Branch
  • Create or amend a Vanity URL or Redirect
  • Create or amend a form (using existing fields)
  • Correct an issue with SMS launch alerts
  • Create or amend a Text to Donate product
  • Remove or unpublish a page

Our Processes

The nature of our Standard Tasks allows us to define clear processes and SLAs around their delivery. Take a look at our Standard Task Lead Times and Prioritisation document for more information.

Briefing in

You can brief in a Standard Task by emailing digital@rnli.org.uk. We have also created some briefing templates for some of these tasks:

What is a Non-standard Task?

  • These tasks are unusual or rare
  • Their completion may require discussion and collaboration with end users, internal partners or third-parties before completion
  • In some cases, we may wish to use an A3 problem-solving canvas to help define the current state, targets, scope and solution
  • We may use some or all of the tools developed as part of our Small Project Process

Examples

  • Make a significant update to existing content
  • Update the layout of an existing page
  • Define and create a new standalone page
  • Create a new Local Appeal
  • Create a new form (with brand new fields)
  • Queries
  • Any other non-standard request that does not fit the full Small Project process

Our Processes

The nature of Non-standard Tasks means that we cannot define clear processes and SLAs around their delivery. However, we do aim to hit the following metrics:

  • Response to requests within 2 working days
  • Mean Average for Non-standard Tasks delivery per quarter: 30 days

We need the support of all stakeholders involved in a Non-standard Task to hit our delivery metric. This means:

  • Timely response to requests for information
  • Available resource from Business Owners and other parties
  • Focus on the problem rather than pre-defined solutions from Business Owners
  • The ability for stakeholders to make swift decisions without lengthy consultancy from their line managers

Briefing in

You can brief in a Non-standard Task by emailing digital@rnli.org.uk.

What is a Studio Project?

  • The work uses the full Studio Projects process (from discovery through to stabilisation)
  • The work utilises existing technologies: the need for new functionality is limited
  • The work may entail significant collaboration between the Business Owner, Creative Services, IT and possibly other stakeholders
  • An A3 problem-solving canvas will be used to help define the current state, targets, scope and solution
  • The work may include Standard Tasks and Non-standard Tasks

Examples

Our Processes

The varying size and nature of Studio Projects means that we cannot define Flow Times around their delivery. However, we do aim to hit the following process metrics:

  • On Time In Full
    This is our efficiency metric. It measures if the whole project or stages of the project are delivered within the time period agreed

  • Right First Time
    This is our quality metric. It measures the number of amends and iterations required during specific stages of the project
    E.g. Did we deliver good plans and prototypes to minimise the number of amends? Did the quality of development keep the number of bugs low?

We need the support of all stakeholders involved in a Studio Project to deliver high-quality outcomes in an efficient way. This means:

  • Timely response to requests for information
  • Available resource from Business Owners and other parties
  • Focus on the problem rather than pre-defined solutions from Business Owners
  • The ability for stakeholders to make swift decisions without lengthy consultancy from their line managers
  • Engagement with the Digital Studio’s existing tools and processes

Briefing in

Because Studio Projects require significant resource, we critique ideas before embarking on delivery. You can brief in a Studio Project idea by emailing digital@rnli.org.uk.

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