558: 2 Keys to Collaboration: How This Company Increased Efficiencies by 186% w/ Dan Reed

ABOUT THIS EPISODE

In this episode we talk to Dan Reed, Head of Digital Content at Barclaycard.

Wouldn't it be nice to have severalthought: Leaders in your industry, Kno and love your brand start a podcast,invite your industries thought leaders to be guess on your show and startreaping the benefits of having a network full of industry. influencerslearn more at sweetfish media DOTCOM. Your listening to the B Teb grot showpodcast dedicated to helping B to B executives, acheat plosome grown whenyou're looking for techniques and strategies, tools and resources. You'vecome to the right place. I'm Jonathan Green, I'm James Carbury. Let's getinto the show! Welcome back to the beautby growth.Show we 're here today with Dan Reed. He is the head of digital content atBarklay Car Dan Howre you doing today, yeah I'm very well James. I amfantastic! Then we have been W. we've had this on the books for for a coupleof months now, so I'm really excited to chat with you today we're going to betalking about collaboration in a global organization, but before we do that,I'd love for you to set some contacts for our listeners and just tell us alittle bit about Barclay Card and and what your role is there. Yes sure so,barklycards a in the US, you'll probably be more familiar with.Barclays and Berkley Card is the credit card arm of Barclays, and I work on thebee to be side of that. So in the in the business side there are three mainarms of bark the card, so it's around acquiring being able to have peopletake payments, whether they be face to face R or online. It's about makingpayment so being able to have corporate cards and other cards and its pointpoint to sale finance as well. So if you're Takeng out Y Y, your CA shoppingand you'r your looking Toca a vehicle, then at that point in time you mightwant to take ou some point: soul...

...finance. So we are part of BarclaysInternational. Also, my role predominantly is U K based that do alittle bit of work in in Germany and a little bit work in the? U S as well. GoI love it. I love it. So I want to dive into this topic because, as we weretalking about offwine, we talked through a couple of differentiterations of of how we could gear this conversation and where we ended uplanding. I is actually around a prettyfascinating statistic Y. You said that you've seen a hundred and eighty sixpercent increase inefficiencies by doing some of the things that thatyou've done just to really get people around the table. Early on in theprocess ro specific initiative, can you go alittle bit deeper on that and and set a little bit more context, as aswhat the rest of this conversation is going to look like Yeah d? Definitelyso so that that, in particular, is is a really interest in peace. So I workedwith an area of the business n around our existing customer management andwhat we do with those guys is we. We look at all the things that they wantedto deliver, whether it's new pieces of functionality or new ways of talking toexisting customers and historically it was very, very linear, so the teamwould come up with a proposition of what they want to do. That'd go throughall the ITERATIONS and finally say two month into the process. It had comedown to to my team who managed the website and we get told heguys his his.What you need to deliver. We need it next week and that'd be great and wetake a look at it and go actually. You need this development work or oractually what you wanting to achieve. We can do it in a different way day atthat time in the process. It's kind of a well that's grave ut. Can you justget on with it? So we looked n looked a the whole engagement model realized itwas very linear and, and the main issues were that we didn't havevisibility, othe workload and so what...

...we, what we decided to do is changethose those ourlong meetings that we were having once a week. Two fifteenminutes daily standupd meetings, so we get all the relevant people together,fifteen minutes in the morning every day, and it was just what's coming upin your pipelin and where are things that we're currently working on andfrom there we're able to see something that that you know tomb is goingto hitus in two months, but we know about it and we can say well. Actually we needto start making these kind of plans or I need to add resource here or I needto engage the development team to do to XY s. You basically created essentiallyan agile framework around around the way your content team works, prettymuch. That's IT and wetroll it triled it with this one area of the businessto begin with and and the fundamental was let's get together and worktogether on a daily basis, Olbe it just for fifteen minutes, but also, let'shave real, clear visibility. So the other thing that we did, that that youryour lessers maybe may be interested in is we used an something called a Canbanboard and h the one we used. We had a physical white board in the office, butwe also used a program called Trello. I Love L, I live in Sadcala, it is sogood. It is so good. I'm a bit of a TEC automation, Geek and I'vecreated Umdisit. Then an Atcoldiftis ten that then ye so I've. I've hooked that up tomy Alexir, so I can say: Hey Alexer, remind me to do x and then itautomatically has a card to mytrello weightlest t I don't my memorys so poor. So that'show I have to manage my life. Unfortunately, so we introduced Trello, U into theworkspace, and it's just wellasas you'll know it's so great forCocolaboration, because at any one point you can you can just coment onstuff. You can see where everything is.

You got autimat emails to say this hasbeen moved. All this documents been added and what we saw is we did. We dida little test before before we started this trial to see how things would goin and we sized up tasks and we had the the classic Tshirt size, small mediumlarge nd. Our small tasks went from taking four weeks to deliver to oneweek to deliver. Wow median tasks went from sixteen weeks to eleven weeks andwe didn't have any large tasks during that time, and so, overall, it didincrease a hundred hundred and eighty six percent in efficiencies across allthe tasks that we did, which was fantastic and as well as hiing thosehardmetrics. We also had some soft metrics around how's. Everyone feelingthat do people enjoy working in his part of this team and is it F, is itdoes it feel like a safe, an insecure environment and, although scores werepretty low beforehand, especially the furn? It was like well a lot. Ofourworks, legal and mandatory and regular to there's not much fun going on there,but but though those scores really shifted from from two out of tens tonines and tens out of ten wow. So it's really good to have both that bat thathard metric. Do you know what we're Savn in the business time and money,but also that sopometric of we're feeling more empowered as t a team andworking better together? So I think, for anyone, that's really wanthim tolook at improving ways of working in in any size of organization. I'd say thatthe two key things that you can do are get together regularly just for shortperiods of time and to also use something like trellocheer as fine to any kind of Canvun board. I just like Trello 'cause, it'seasy to use and looks pretty, but you know doing those two things Ithink would would really see some some good efficiency. So I've got twofollowit questions. I'd love to dig in with you Dan one. How has this approachimpacted? The way you and your team...

...receive jobs from other parts of theOrganization d? Has it shifted the way other parts of the organization giveyou work yeah? Definitely so wthis t this leads onto a bit of a pet peeve ofMINDSO, so we used to receive work through what we call a briefingdocument which really is just here is it can be a piece of paper, an email orpower point whatever, but here is what we want you to do now now just go offand do it so you're very much seen as a service delivery machine, for example.Here is a product. We want you to Createa a page for it fine, but whenit's we want you to create the page, and the page needs to look like this,and this should be the user experience from someone that doesn't have thatexpertise. They kind of it kind of makes youty omighty morale a little bitlow because they they turn into Kindof, just glorified Dato entry people andbut it also doesn't give the best value back to the business. A really goodexample of bringing this to life was a project that I worked on, where we willlaunch in five new credit cards, and we wanted to launch them across sixdifferent chantils and it was key to be able to look at the user journey andyou know, click through rates and application rates throughout thesedifferent products and different channels. So the brief that I got waswell. We need a product page for each product and we need one per channel.Also, can you create thirty product pages that are all juplicated, and thiswas to track track? The journey to which I said well? Actually I the onlyreason you're doing this is to be able to track the journey. We can do thatthrough something n called Dynamic Tracking, which I wandn't go into thetechnicalities off, but basically and depending on where the user lands onthe page from where they've come from, that will populate tracking. So we canactually see where, where they're going...

N in short, it't mean that we meatthat,we actually only needed six pages as opposed to five pages, as opposed tothirto pages, and it actually saved us about six to eight weeks in e buildprocess N, which is which is fatastic right and th, and that came from not havingyou know in the old way. An he old world that would have been here is ohere is your brief: can you build thirty pages and at which point whereyou may start to question it, you think well, hang on a second, I really needto get this. Stub live otherwise we're going to miss eadlines, whereas beingengaged early Rond. You might still get a bit of a ridiculous request, but atleast you can say well, hang on a minute. There's actually a better wayto do this, and not only can we still hit your deadlines, we can hit them alot sooner and at w Costas Budge Hin. I think I I think the beautiful part ofwhat you've done you've just set in expectation with the rest of theorganization. The your team is not ordertakers, but you guys actually adda tremendous amount of value by just simply asking them to collaborate withyou, because you're both trying to reach the same goal, and I think thatthe value you guys bring over the the lifetime of the work that you guys havedone and the efficiencies that you guys have figured out. You can obviouslybring a lot of that too early on in the process by setting an expectation ofcollaboration early on. So I think I think, that's incredibly valuable. Mylast question for you Dann I'm curious how you have structured the trelloboard.I know I I live and breathin cello. I think a lot of folks listening to thisI've at least heard of Trello. I don't know how many of them use it, but talkto us about how your team is actually using this tool ecause. I think thatwould be really helpful sure. So we we've divided at the TRELO board intoseveral columns. So the first one we call it the weight pen- and this is- we know that a piece of work is comingin and we've got no idea what it is, or wea very loose idea and, for example,...

...we've got something to redesign contactus page to make it clear if he users to actually know which part of thebusiness they need to speak to. We don't know what I get, what that'sgoing to look like, but we know it's going to come in and we want to try anddeliberate this year. So that goes in the whaite pen once we then receive abrief and we kind of know what needs to be done, but we need to scop out alittle bit more. We have the next column, which is a preprecid and thengets the signs to one of the people in my team, and it gets them moved toactions required. So we know we need to do something and now kind of the bookstopped with us. What happens from there is, then the list is prioritizedusually just based on when it eds to be live and then so auser could have say four things. A weit in action. They'll pick one of thosethings and that will then go into its work in progress from work in progress.Il then go into the next column, which is is with a steakholder for aview.Once it's been reviewed, any amens have Bendon wer. All good then goes into theawaiting published column and then finally, the best column, which ispublished and that's kind of the whole processand. And what I love about Tralo.Is You kno when, when I got first introduced to it, it was well. You knowthe traditional ways of of work management was that your manager saidhere's a load of work. Let me throw it at you just on throwing it, whereasTrello is all about well. Actually I am one person. I can only really do onething at a time effectively and I guess that's another conversation aroundmultitasking, an the midst of it, but it's more around. Let me pull throughwork that I have capacity to do, and then we can get things moving nice andnice and smoothly. So that's how we structrueh it from waiting forsomething that we know something's coming in right through to the we've.We we're action in it. We've done it. It's been reviewed. It's now live a far final thought on that O r witepen has grown massively since started...

...in this new way of working, which couldbe seen as a negative. But I see it is a real positive because it means webeing engaged much earlier in the process. I had one tay had sevenrequests come through today from one guy and th. Not You know, some of themare for several months into the future and he's just saying: listen, I'm justputting this on your Redar, because we need to talk about it. That's great! That's what I wo! I loveit yeah Dan! This has been fantastic. I think this is going to be incrediblyhelpful for for the folks listening to this. If there's somebody listeningthey, maybe they want to dig deeper on this, maybe they're they're trying tofigure out how do they make their team more collaborative? How do they instillsome agile methodologies in order to do that? What's the best way for them to to connect with you, yeah, I sayLincton is- is probably the best way, so I don't know whether there'll be anyby or anything on this, but it is just Um yeah, Linton dtcom forward, slash inand then fourthfirstden Reed, eighty six, which is adbled eigt six and I'mmore than happy to speak people, and I write a few blogs about STU Fli. ThisND and just live share in information and help nother, so just ye definitelyget in Toc more than happy to arfl danwill. Well, thank you again so muchfor your time and I'm really excited to to get this soutdoor listener cool.Thank so much James Play to speak made to ensure that you never miss anepisode of the betby growth show subscribe to the show in Itunes or yourfavorite pot gas player. This guarantees that every episode will getdelivered directly to your device. If you are someone you know, would be anincredible guess for the be to be Groshel. Email me at Jonathan thatsweetfish media Dotcom, let us know we love connecting with bee to beexecutives and we love sharing their wisdom and perspective with ouraudience. Thank you so much for listening until next time.

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