What are we transforming?
RCSLT is reforming more than just the website. We are reforming and re-engineering all the technology that drives your digital experience. The website will be redesigned and reworked to reflect not only changes in design and aesthetics and to make it more modern, but to perform across all devices and do many of the things we come to expect from our digital interactions. For example, we will look at Single Sign On (SSO) to help members move to other areas of the digital landscape without signing in multiple times or to have a CPD diary that works for SLTs. We truly want to give members and visitors the very best digital experience.
What is a CMS?
A CMS (Content Management System) is a web application to help facilitate creating a website. A good CMS should be flexible, unobtrusive and help you to make a great site. It should provide you with tools to help the layman keep track of content, while letting more experienced webmasters handle look and feel. It should also provide tools to make repetitive things less repetitive. Like, for example, News entries.
What is Sitecore and why did RCSLT choose it?
Sitecore is a company which makes and provides a CMS (see above). They have been on the market since 1999 and made CMS solutions since 2001. After reviewing all of the options on the market we felt it was the most robust solution, the Digital Strategy and Oversight Committee (DSOC) agreed that Sitecore was the best platform to use. It is mobile friendly, very secure and very powerful. Some of the largest companies in the world use Sitecore to build some amazing websites and create fantastic digital experiences and we want RCSLT to be use the best technology to create the best experience for members.
What is a CRM?
At the most basic level, a CRM system provides a central place where you can store member and client contact information, and learn a lot from that data to shape your users' experience. Customer Relationship Management enables you to focus on your organisation’s relationships with individual people – whether those are customers, service users, colleagues or suppliers. CRM is not just for sales. Some of the biggest gains in productivity can come from moving beyond CRM as a sales and marketing tool and embedding it in your business – from HR to customer services and supply-chain management.
What is Salesforce?
Salesforce is provider of CRM solutions. Salesforce can be used with many other technologies and has been on the market since 1999. It is one of the options that RCSLT has considered, to help make sure that the new digital landscape is intuitive and personalised, creating a seamless digital experience for members.
What is 'Agile' and why do we use it?
Agile is a form of project management which is more dynamic than other methods. Agile works really well in digital because it allows users to inform at every step of the way. Agile also allows us to deliver incremental improvements which means that we don't have to wait until the end before delivering a website, as would be the case in other methods of project management (Waterfall). This saves time but also reduces the risk of going wrong as there are set stages of feedback and testing before moving on to the next piece.
What is a 'Discovery' workshop?
A Discovery workshop is when a group of members or users get together to identify what is required, expected or wanted by the users. The workshops normally discuss a selection of hypothetical scenarios and the feedback gained from these workshops then informs the Target Customer Experience journey. For example, a scenario we may use will be: "A student approaching graduation becomes a student member, looks for a mentor, later changes their membership to “full”, later renews their membership and books an event." RCSLT and We Are Friday did 4 workshops with dozens of participants to inform how we build our new digital landscape.
Swimlaning was an exercise where we put our Target Customer Experience mapped against all the possible technologies. We can then identify when email is required or when something like an SMS is needed to be used. You can learn more about swimlanes by visiting our Media and Resources section.
What is a Target Customer Experience (TCX) Map?
The Target Customer Experience is a view, approximately 2 years in the future, of how the RCSLT works and how it relates to its audiences and staff. It illuminates what the role of digital is in making new kinds of customer journeys possible. During the 'Discovery' workshops, members and users identified the important areas where they wanted more from their digital interaction with RCSLT. These then were formed to create a visual map which is then used to form the spine of the new website. You can see the final TCX map in the resources section of this site.