Continuous improvement and support

Markets and user needs never cease to change, so why should your digital product stay static once it’s deployed? Our continuous improvement and support services provide ongoing operational support and technical development resource to ensure the success of your digital product launch or internal transformation project through the roll-out phase and beyond.

People look at a screen and discuss the layout of the website displayed on it
A calculated approach is taken pre-launch to ensure any onboarding process is as smooth as possible.

Tell me more

Once a web app or digital platform has been designed and developed, it’s important to consider your plan for fully rolling it out, and how you’ll approach improving and supporting the product going forward.

We can assist you in both areas. For those deploying a product internally as part of a digital transformation project, we’ll help you identify the staff members and training required to make the roll-out a success. On the other hand, if you’re launching a new digital product or service to market, we’ll help you create a user onboarding plan, and use our experience to advise you on developing strategies for user acquisition.

Secondly, we can work with you to instigate a continuous improvement program (CIP), facilitating the evolution of your product to ensure it continues to meet the evolving needs of the market and its users.

How do we measure the success of the project?

Our decade of experience in developing and rolling out digital products and services has taught us the importance of taking a long view when measuring the success of a digital transformation project or product launch. As part of any roll-out, we encourage clients to measure the performance of the product against carefully chosen KPIs over a period of three, six, and twelve months, using a variety of data tracking tools.

Our review, consultancy and support services will help you understand what the data collected during this period means, and enable you and your team to draw out valuable information about how the introduction of the product has impacted users productivity and workflow. Additionally, this data can help define where additional investment in your product will make the most return, should you wish to instigate a CIP. Components within this phase may include:

  • User testing and product review – Organisation and facilitation of workshops to ensure the product is performing as planned for end-users
  • Launch and staff roll-out strategy – Planning, resourcing, and execution to ensure a smooth and controlled internal product launch
  • Continuous improvement program (CIP) – An extended, iterative approach to development that utilises ongoing user feedback to refresh and improve the product
  • Data migration and management – Provision of technology services to help transport data securely and efficiently between new and legacy platforms or systems
  • Security and governance – Advice and guidance on your digital transformation project and organisational change
Two people work at a laptop during the Browser JAMS 2018 event
A team member uses an Apple iPad for testing changes made to a website as part of a continuous improvement program
Two people take part in a web app development meeting at a computer

How does a CIP work?

If you choose to implement a continuous improvement program for your web app or platform, we’ll work with you to develop a product roadmap based on user feedback, your organisation’s priorities, and usage data drawn from the product itself. This structured list of ranked feature requests and improvements will typically be reviewed every quarter, ensuring the product continues to develop in line with your market and users.

A normal CIP has a time frame of a year, with digital development resource secured either on an agreed monthly schedule or on an à la carte, feature by feature basis.

What technical support will we get?

We offer first and second line support services which can cover everything from user queries such as how to upload assets, all the way through to disaster recovery. Any form of support services will include access to our London based help desk where your account manager or technical contact will be available, whatever the query.

Our support services are also able to monitor the technical aspects of your product twenty-four hours a day, flagging up and quickly adapting to anomalies, such as demand spikes or unexpected downtime, giving you peace of mind.

A developer codes a web application on a laptop as part of a digital transformation project
Continuous development of your web app allows it to adapt to changes in market and user needs.

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