On the road
#WeAreDozens community
Client: Internal (Project Imagine)
Role: Community - Product experience liason
Before Dozens had a product, or even the name ‘Dozens’, we set out on a mission to build a community of people from across the UK to work with and shape what fair banking could look like.
TIME
2018-2022
LOCATION
Online, UK
TEAM
Rob McIntosh, Rob Durbin (Community Managers)
The research
We hired engagement agency C-Space to recruit a 300-member co-creation community spanning income levels and life stages.
We built a relationship with the community, and used a range of research methods to listen to their opinions and ideas. They helped us shape what Dozens was as a brand, product, and service; ensuring it had the potential to deliver for all kinds of financial situations.
Online we hosted discussion forums, questionnaires, and ran a range of webinars and activities. We also arranged for many of them to come to London for in-person events.
My role
I worked with external and internal community managers to define strategy and translate insights into product and brand decisions. As leader of a cross-functional team I ensured that community input informed product and brand throughout.
Outcomes
Community feedback directly influenced many of our services, product features, language and brand.
For example the language we used around our 5% Bonds was shaped by the community ensuring a complex product was accessible to all.
The existence of our telephone customer support was down to the community, and massively appreciated by future customers.
And our track section was refined in 2019 following community feedback and a co-creation webinar.
The #WeAreDozens community became our biggest cheerleaders, and continued to provide feedback even through the wind-down of the service. We are forever appreciative of the support they provided.