“James was fantastic to work with on our project, ensuring he thoroughly understood the audience as well as their knowledge base. He regularly shared updates for us to feedback which made it a very agile process. Many thanks for your hard work!”
— Suzy Faulkner, Head of Product Development
Project details
VisitBritain selected Digital Juggler to create an ecommerce education module to support their staff’s skills development.
Key services provided
Stakeholder interviews and creation of a clear project scope
Training content ideation and storyboarding
Creation of a bespoke training deck aligned with business stakeholder needs
Provision of trainer notes & briefing calls to ‘train-the-trainer’
Overview
As part of its new accreditation scheme for the national portfolio of Local Visitor Economy Partnerships (LVEP), VisitBritain identified a commercial ecommerce skills gap that needed expert support.
LVEP teams don’t have a strong ecommerce background, so aren’t focused on trading and driving revenue through ecommerce good practice. However, they’re under increasing demands to be more commercially focused and need to understand how modern ecommerce teams think and behave. They need to be guided on their learning path to ensure new skills are practical and applicable to their sector, taking into account known system limitations whilst encouraging them to set higher standards of execution for their ecommerce strategy.
Digital Juggler worked with the VisitBritain team to get to grips with the LVEP teams’ skill set and what learning was required to align with the new accreditation scheme. Knowledge gaps were identified and translated into a set of ecommerce capabilities upon which to focus training. Digital Juggler then created the training storyboard, mapping out each capability and highlighting the key discussion points necessary to embed new skills.
Following a review of the storyboard with the VisitBritain team, Digital Juggler iteratively created a bespoke training deck, building out each capability and discussion point into ecommerce good practice content. The format was based on active learning, using real-world examples and ensuring each discussion point was related back to a commercial benefit, providing technology options to help implement new recommended features.
Once the content was approved, Digital Juggler added trainer notes to each slide to facilitate a train-the-trainer programme. The notes summarised the ecommerce relevance of each slide, highlighting the evidence for the point being made and summarising the critical points that needed to be made.
Throughout the project, advice was provided on all aspects of ecommerce to ensure the training content was focused on helping the business units to deliver best-in-class customer experience and maximise revenue potential.
Outcomes
Delivery of the completed content before the set deadline, within a 4-week timeframe
Coaching of the trainer to understand the content and how to deliver the training
Delivery of all work streams within budget
Get in touch to learn more or to discuss a project
“Digital Juggler ticked all the boxes for managing a complex project and educating non-ecommerce stakeholders to improve our internal skills and confidence.”
— Paul Fowler, Ecommerce Manager
Project details
Project discovery, scoping & implementation consultancy service for a Magento migration.
Key services provided
Interim ecommerce lead for project scoping, creating a detailed and prioritised Statement of Work
Project management of the Discovery phase workshops and outputs with the external agency
Providing expert ecommerce advice to ensure the functional requirements were well defined and relevant
Ongoing advisory role, supporting the ecommerce manager through development
Defining the UAT testing plan and advising the Client team on how to structure the UAT phase
Overview
LeMieux made the decision to migrate to Magento to replace a legacy system. The team had no replatforming experience and limited ecommerce expertise, so they reached out to Digital Juggler to support them through the process. Digital Juggler also supported the business in its recruitment of an experienced ecommerce manager, having recommended this new role be expedited for the benefit of the project.
James set-up and led a series of internal workshops to ensure all stakeholders were aligned with the project goals and had a shared vision of success. The output of these workshops was an approved set of requirements, prioritised based on business impact and signed-off by senior stakeholders including the Board.
Digital Juggler split the service into three phases:
Leadership phase: providing a project structure, acting as an internal project lead to create a clear and detailed set of requirements and then collaborating with the development partner to turn a high-level scope into a detailed and fully costed Statement of Work
Transition phase: managed handover to the new ecommerce manager, bringing Paul up to speed on the project history and helping him take ownership of the project and relationship with the agency
Advisory phase: ongoing ecommerce consultancy, collaborating with Paul and his team to help them deliver the project to budget, make effective decisions and resolve issues whilst providing subject matter expertise e.g. defining the UAT plan.
Throughout the project, advice was provided on all aspects of ecommerce to ensure platform capabilities were assessed for how they would enable the business to deliver best-in-class customer experience and maximise revenue potential.
Outcomes
Board approval for the project scope, budget and implementation plan
Successful delivery of Discovery within a 6 week timeframe
Identification of project risks and creation of a realistic mitigation plan
Get in touch to learn more or to discuss a project
Digital Juggler played a critical role in our ecommerce replatforming project and expedited decision-making significantly. James adopted a methodical and seamless approach to enable us to find the best solution for our brand. James alleviated the stress and complexity of platform selection, providing detailed documentation in a comprehensible way, and brought a great energy throughout the process. He was popular with the team, it felt like he was part of the company.
James White
Head of Global Ecommerce, Dr. Barbara Sturm
Project details
Ecommerce replatforming vendor technology (Magento 1 > Big Commerce) and SI partner selection.
Services provided
End-to-end project management
Creation weighted scorecard for platform evaluation & management of product demos
Creation of 5-year projected TCO cost model including capex and opex costs
Ecommerce platform selection & presentation to the Board
Overview
Dr. Barbara Sturm was constrained by an old Magento implementation that limited the ecommerce team’s ability to self-serve and deploy site updates quickly. COO, James Houston, approached Digital Juggler to provide a fully managed replatforming service to guide the team through vendor and agency partner selection, to decide if they should migrate to Magento 2 or switch plaforms. The key driver was a need to find a flexible solution that would enable rapid revenue growth, facilitate international expansion and deliver a premium online customer experience.
Digital Juggler provided a fully managed service, acting as project lead and manager, delivering multiple project streams to help the Global Head of Ecommerce make an optimal investment decision. The following work streams were delivered using Digital Juggler’s proprietary replatforming framework:
Project definition: goals, objectives & targets
Creation of the project plan including budget and scope
Business requirements assessment and prioritisation
Platform shortlisting & screening
Platform selection based on rigorous evaluation
Building a detailed 3-5 year TCO cost model
Preferred platform recommendation and due diligence
Integration agency partner RFP management
Preferred agency recommendation and due diligence
Risk management assessment for the Board
Throughout the project, advice was provided on all aspects of ecommerce to ensure platform capabilities were assessed for how they would enable the business to deliver best-in-class customer experience and maximise revenue potential.
Outcomes
Board approval for the ecommerce investment plan including technology recommendation, agency partner and TCO cost model
Successful delivery of project within budget and to the agreed 10-week timeframe
Recommendations and costings for specialist 3rd party tools to satisfy the full business requirements
Digital Juggler helped us define our Digital Strategy, a project that lasted almost a year. Their approach was structured, thorough & proactive. They did a great job of getting under the skin of the organisation and our customers and worked collaboratively with a cross-functional internal team to guide our strategic thinking.
Nicky Glennon
Head of Web Trading, The Wine Society
Project details
Digital transformation & ecommerce strategy creation
Services provided
End-to-end project management
Digital strategy analysis and review
Market and competitor analysis
Strategic plan for ecommerce including acquisition and retention programmes
Resource & investment plan with ROI model
Overview
The Wine Society commissioned Digital Juggler to do a full digital strategy review to help them define a new strategy as part of a digital transformation program.
We worked closely with their project team and ran the project for them, providing end-to-end project management using Digital Juggler’s proprietary ecommerce strategy framework. At the kick off discovery workshop we agreed the project plan, stakeholder RACI and put a clear timeframe in place for project delivery, including milestone targets to hit.
Reporting to the CEO and Head of Marketing, we ran comprehensive stakeholder and customer interviews to get into the brand DNA and understand the issues and opportunities in detail. Alongside the outputs of a market and competitor review, we used all the qualitative and quantitative data to provide a set of recommendations for where the future looking strategy should focus and why.
With the strategy vision defined and approved by the Board, Digital Juggler then helped the project team create an omnichannel commerce blueprint, including:
A strategy framework with capability pillars
Tactical projects aligned to each pillar to enable best-in-class ecommerce execution
Data and measurement framework recommendation to facilitate the evolution towards data-driven ecommerce
Resource plan to enable each project to be delivered
TCO cost model and projected ROI model based on base/medium/high revenue growth forecasts
Once the project team had approved the strategy, we then presented it to the Board and Committee for final approval and investment sign-off. Digital Juggler was retained in an advisory capacity to help the business implement the strategy, including helping with technology and agency partner selection.
Outcomes
Board approval for the ecommerce investment plan
Successful delivery of project in budget to the agreed timeframe
Project phasing to enable pilot & learn agility and continuous roll-out plan
Introductions to leading technology vendors to accelerate tech selection
The structure and rigour that James brought from the outset was invaluable, and gave me complete confidence that no stone would be left unturned throughout the complex process. He worked effectively with stakeholders at all levels.
Rachel Jones
Ecommerce Director, Victoria Beckham
Project details
Ecommerce replatforming vendor technology (Magento 1 > Shopify) and SI partner selection
Services provided
End-to-end project management
Ecommerce platform evaluation & selection
Ecommerce best practice advice
Overview
Victoria Beckham’s ecommerce director, Rachel Jones, needed a senior ecommerce consultant with expertise in platform selection and due diligence to help her build a business case for investment. The key driver was a need to find a flexible solution that would enable rapid x10 revenue growth over 5 years whilst delivering a premium online customer experience.
Digital Juggler provided a fully managed service, acting as project lead and manager, delivering multiple project streams to help Victoria Beckham make an optimal investment decision. The following work streams were delivered using Digital Juggler’s proprietary replatforming framework:
Project definition: goals, objectives & targets
Creation of the project plan including budget and scope
Business requirements assessment and prioritisation
Platform shortlisting & screening
Platform selection based on rigorous evaluation
Building a detailed 3-5 year TCO cost model
Preferred platform recommendation and due diligence
Integration agency partner RFP management
Preferred agency recommendation and due diligence
Risk management assessment for the Board
Throughout the project, advice was provided on all aspects of ecommerce to ensure platform capabilities were assessed for how they would enable the business to deliver best-in-class customer experience and maximise revenue potential.
Outcomes
Board approval for the ecommerce investment plan including technology recommendation, agency partner and TCO cost model
Successful delivery of project within budget and to the agreed 8-week timeframe
Contract negotiation reducing the annual cost of ownership for the technology
James provided invaluable knowledge and support to our recent project to select a new ecommerce application and SI partner. I have no hesitation in recommending him for his expertise, the focus he had on our needs and his ability to engage effortlessly with stakeholders at all levels of the business.
Matt Rooke
Digitech Director, Royal Horticultural Society
Project details
Fully managed service for ecommerce vendor and SI agency selection.
Services provided
End-to-end project management
Ecommerce platform evaluation & selection
Systems integrator partner RFP management
Overview
The RHS used a legacy ecommerce solution that couldn’t deliver growth cost effectively and wasn’t operationally fit for purpose. Matt Rooke, Digitech Director, engaged with Digital Juggler to provide external market context and expertise for ecommerce platform selection, complimenting the in-house IT team’s deep integration knowledge.
Project delivery
The project focus was on upskilling the internal project office (PM/BA) and IT teams to enable them to navigate the cluttered platform ecosystem and make a technology decision aligned with business goals and growth needs.
In week 1 we ran collaborative workshops to understand the different types of ecommerce platform on the market and current tech trends such as API-first and headless commerce. This collaborative approach enabled Matt and his IT team to rapidly shortlist viable technology approaches and agree which platforms were best aligned with the business and technology principles, speeding up the process for doing platform analysis and selection & resulting in a management report that gained Committee approval quickly.
The platform options were narrowed down to Magento Open Source (to avoid license fees & for Magento’s product data model), BigCommerce (the open SaaS architecture ticked the boxes for the integration requirements) and Episerver (to compare a Gartner quadrant leader for CMS and personalisation vs. a modular approach).
Digital Juggler then defined demo scenarios, advised on agency partners and facilitated workshops/demos using its contacts with vendors and agency partners. The Client team, led by Alison and Wumi, their brilliant PM & BA, were engaged throughout to ensure knowledge transfer and to enable them to hit the ground running once the platform & agency partners had been selected.
Outcomes
Board approval for the ecommerce investment plan including Magento platform, agency partner and 3-year TCO cost model
Successful delivery of project below budget and to the agreed 10-week timeframe
Project phasing to enable a fast MVP implementation and continuous roll-out plan
Digital Juggler created a “fast track to omnichannel retailing” training program. Everyone found James engaging and knowledgeable. James ran 8 x 2 day sessions for over 100 Samsung employees and received great feedback – attendees marked the quality of the course and training 4.7 out of 5. A big thanks from Samsung.
Nick White
Online Director, Samsung
Project details
Ecommerce training course development & delivery
Services provided
Create bespoke ecommerce training program and all course content
In-person ecommerce skills training for digital and non-digital employees
Continuous development of course materials based on feedback
Overview
Digital Juggler worked with Nick White, Online Director, and his ecommerce leadership team to create a custom ecommerce training program to upskill the business on ecommerce good practice and embed digital capabilities business wide.
The entire course content was written by Digital Juggler, using real-world insights and case studies to give context to ecommerce good practice. Using these examples, the course provided practical advice on how to improve digital store performance across the Samsung retail partner base and on their own DTC website.
The course was built using an active learning framework, involving attendees in the content and exercises and ensuring throughout both days that each person kept a learning log and defined the actions they would take to implement key learning.
The course content included:
Ecommerce tech & marketing trends relevant to Samsung’s product categories and key audiences
Revenue driving levers for digital stores
Ecommerce measurement frameworks and smart metrics
Practical ways to improve digital store performance across search & browse
Product and content optimisation
How to use persuasion tactics to drive conversion
Marketing and merchandising: how to execute campaigns & improve ROI
Embedding a test & learn culture
The importance of data: building data-driven partnerships with retailers
Outcomes
Creation of Board approved bespoke training program for Digital Store Optimisation within budget
Delivery of 2-day in-person training workshops to more than 100 employees across UK & Ireland business units
