This is the third part in a series of three posts, focusing on teams. The first post focuses on users and society, and the second on businesses.
They are derived from a workshop I ran in June to look at what Covid-19 (and the future thereafter) means for products, users, teams and society.
The resulting How Might We… questions are designed to be a stimulus for others to come up with solutions in their own context.
We’re going to be building a new everything. So we might as well build it right.
Right now, there’s an increased uncertainty in our team-members’ availability. Childcare, sickness, isolation and more all stand to have an impact and reduce their ability to contribute important work.
So we have to ask:
How might we… work and plan our projects to account for possible absentee-ism?
How might we… ensure flexible working is built into our operational core?
How might we… support team members who are less able to contribute?
How might we… ensure equity between those in the office and those who are forced to remain remote / at home?
How might we… ensure that our remote workers are being trained, upskilled and are excited about their futures?
A lot depends on our culture and our organisations’ support mechanisms. Maybe now is a good time to improve them.
Our team members’ private lives and available resources are affecting their ability to contribute.
Morale is being hit.
How might we… address inequity (i.e. avoidable differences) affecting our team members?
How might we… ask questions to find out what our team members need, whilst being aware of sensitivities and worries about how this information might be used?
How might we… collaborate with other organisations on a response to employee/contractor mental health issues?
How might we… help organisations and team members return to ‘normal’ in a way that feels natural rather than forced?
How might we… prevent Zoom burnout?
Whilst our teams are being affected, our team cohesion getting weaker.
However, team members don’t necessarily want to spend more of their free time checking in with managers and colleagues.
I have a line-manager who I haven’t always had a great relationship with, and I’m exhausted by the constant “mental health check-ins” with someone whose intentions I don’t entirely trust and would much prefer to only interact with on work-based topics. Now I’m expected to discuss my mental health challenges with near strangers who aren’t paid professionals?!
So, in light of constant check ins:
How might we… protect people from good intentions?
How might we… provide mental health support, whilst admitting we are not impartial, mental health professionals?
How might we… just help people focus on the work?
How might we… allow people to opt out, without penalty? (Thanks, Slate).
How might we… enable our team members to communicate when and how they want ‘to talk’?
Teambuilding is hard. Right now, new joiners are even more on the outside. Because it can be harder to integrate into an established group.
And if you’re a new joiner to a company, course, or other community, you carry a lot of anxiety about how you might be perceived.
How might we… best onboard people into a team?
How might we… do the ol’ induction process office walkaround, when there’s no office?
There’ a loss of spontaneity and chanced upon discoveries, which always used to contribute to a project
As Pedro in our session pointed out, when we were all based in an office, a project in development would happen to be glimpsed, overheard about or generally stumbled upon.
The conversations and inputs from an ‘outside’ eye then would often contribute to a project.
This was so regular an occurrence you could even say these hallway and kitchen inputs were a part of the collaborative project development process.
So, now everything is remote…
How might we… formalise processes to include steps and occurrences that would have happened organically before?
(This has crossover with our first post on users and society: HMW… better replicate the chance meetings that allow for shared human connections?)
Lastly, above and around our teams, traditional hierarchies make it hard to work in this new normal (e.g. Leadership team / senior managers)
How might we… move towards more flat structures, collaborative ways of working?
How might we… find new ways to work with the Leadership team?
That’s it. That’s the last of this series of articles focusing on products, users, society and businesses post Covid-19. Hopefully some of those will have inspired you and given you thoughts about how to adapt and move forward.
This is the first part in a series of three posts about products and innovation in the New Normal, focusing on users and society. The second post focuses on businesses, and the third on teams.
In June I ran an online workshop to look at what Covid-19 (and the future thereafter) means for products, users, teams and society.
The impact of Covid-19 on products, UX and people, has been on my mind a lot since the lockdown began. I didn’t have many answers, but I wanted to bring people together to share what we know and see how we might make things better.
Basically, since the pandemic everything has changed. In particular, around these key areas:
How can we research, innovate and launch new ideas when there is so much uncertainty?
How are people’s behaviours changing? And their needs and expectations?
And, most importantly, how will society change (for the better?) and what can we do to help build it anew?
Because we’re going to be building a new everything. So we might as well build it right.
“How might we…” questions as a springboard for your solutions
Together we identified some of the challenges and (in true Design Thinking style) captured stimulating How Might We (HMW) questions that, I hope, will act as a springboard for others to adapt their products, to improve their team-working and to craft a new society in light of the pandemic.
I hope they are of some value.
Since the pandemic’s arrival, our users’ needs are rapidly changing.
How might we… assess whether users’ needs right now will be the same in the next month, or post-Covid?
How might we… adapt to user needs now, but protect against over-correction?
Meanwhile, working remote, we’re extremely separated from our target users.
How might we… increase the time we spend and learn from actual users, even though we are remote?
All the while, our user groups are changing and fragmenting. So….
How might we… identify and create new user segments in this time?
How might we… improve our data gathering to identify new user segments?
On the loss of contact with each other
Users themselves are missing the small, real-world interactions with their colleagues, peers and wider networks.
How might we… replicate real world interactions in the products and systems we’re building?
How might we… better unite humans and technology, in order that we might better express ourselves?
How might we… better replicate the chance meetings that allow for shared human connections?
(The last of these a really interesting one.
During the workshop, one of the attendees pined for the the random yet productive conversations that might occur say, at a conference during in a queue for coffee.
This led to the discussion of someone’s experiences at a recent online workshop on Zoom. There, in the breaks, the hosts used breakout meeting rooms, putting everyone randomly into rooms with one other person.
This facilitated the chance conversations that otherwise rarely happen in the online world.
This also has crossover with the question of “How might we… formalise processes to include steps and occurrences that would have happened organically before?”. This featured in our discussion on Teams.
Anyway, I digress.)
How might we… build more informal communication into our digital products?
How might we… use mixed modes of communication to diversify the way we stay in touch?
How might we… we build play, fun and creativity into our core online communication?
Our users are facing a precarious and uncertain future…
How might we… acknowledge the uncertainty around the information we ourselves are providing, in order to engender trust?
… and those of us who are self employed or work in the gig economy are less secure than ever.
How might we… build products that help users find each other and find opportunities.
Users are finding themselves overworked in their wider lives, and it is hard for them to focus. Nor maintain progress in the things they start.
How might we… build products that engage learners and help users focus?
How might we… build products that convey clearly to users where they’re at within a product?
How might we… build producers that give new users an idea of where to start?
HMW… use our marketing, and onboarding and retention to help users figure out what to prioritise
Social equity and fairness
And as for the vulnerable, the excluded and minorities, they are suddenly finding themselves even more disenfranchised.
How might we… ensure our products and processes are as inclusive as they can be?
And as locked down product owners, who are (tbh) likely not to be counted amongst the disenfranchised, we’re even less likely to be interacting with the same range of people and places as we did before.
How might we… as product owners, identify and research the needs of diverse people who are now even further out of our (reduced) zone of contact?
Stepping up a level there’s lots of talk how the world and society will change after COVID-19.
How might we… build on the sense of change and optimism for the future?
However, our society’s inter-connectivity has taken a hit. Our access to each other is limited, due partly to social network effects and, in some places, the politicisation of the pandemic. So the pockets we find ourselves isolated in grow deeper.
The result? There is greater polarisation even the smallest differences between us.
How might we… design products that increase our contact with those who are now out of our typical zone of contact?
How might we… design products that find and build on commonalities, across the pockets of the internet.
How might we… go beyond the echo chamber?
And whilst we’re all working from home, it’s now recognised a legitimate thing to do. Even if we are working in the evenings and early mornings more, to make up for childcare.
How might we… build more flexibility into the systems in our society? (Flexible train season tickets for part time workers? I’m looking at you)
How might we… make more services available online and out of hours?
How might we… ensure equity for those for whom part-time, flexible working is not an option?
However in the rush to move online, to ‘construct’ safety and support the vulnerable, privacy issues are being overlooked
How might we… gather data on workers needs, to create more equitable systems, but better communicate the use of that data and guarantee its safety?
HMW… use biometrics in privacy-protecting ways?
HMW… apply better safeguarding / child protection in an online world?
HMW… avoid a step towards a new authoritarianism?
Hopefully some of these questions will have inspired you.
Recently I’ve been listening to Seth Godin’s excellent Akimbo podcast on enrolment and possibility. And these two concepts are so valuable when you’re thinking about new campaigns, products and content.
The crux is, to change culture, to find your core believers who will support a campaign or use a new product, you need two things. Possibility, how you sell the potential to have impact and change the culture, and enrolment: the system to facilitate buy in and to take people on that journey.
Why are these important?
Going beyond the same-old, same-old
They’re important because all too often we forget about what we are really trying to achieve through our campaign or with our product and so we fall into habitual behaviour: we focus on employing the same old tactics that we have used before and are expected to do now.
As a result our campaigns and our products are not as effective as they should be.
For example, let’s pretend we are launching a new online campaign.
(And a quick note: I’m going to use “campaigns” from hereon in, but a lot of this is applicable to thinking about new products too.)
If we’ve done online campaigning before we might think it’s a good idea to daisy-chain calls to action together (“sign this pledge”, then “thanks for signing the pledge, now can you share the campaign on Twitter?”, then “thanks again, now how about signing up for our mailing list?” and so on).
By why are we doing this? And if we are going to offer different levels of participation – because that’s what we are doing – what’s the best way of doing it?
Moreover, how can we treat people who participate respectfully, and not repeat the same old tactics that are done to supporters by so many other campaigns?
Now is a good time to think about possibility and enrolment. By doing so we can refresh our attitudes and be more effective in our ways of connecting with people and mobilising change.
Possibility is the potential you have, your campaign has, to bring about real change.
Of the two concepts, possibility is the simplest to consider.
And of the two concepts, possibility is more important than enrolment because no matter how easy it is to take part in your campaign it won’t matter if it seems like the end change is an impossible one to achieve.
So ask yourself:
How might your campaign and the messaging around it sell the idea of possibility?
How might it evidence what is possible?
And how might the campaign make the possibility seem attainable? Because (and this is a glib example), a campaign that aims to “end world poverty” feels like it is overreaching. But a campaign that aims to, say, put a new kind of safety net in place “to help prevent vulnerable people from falling into inescapable poverty”? Well, that sounds like it might be possible. It’s a future that we can visualise and a campaign that we can back.
how might your campaign convey the increasing possibility of success as the campaign unfolds and people take part? In other words, how might it ratchet up its own chance of success?
If you can think about these questions when formulating your campaign, and if you can consider them when you’re crafting the language around it, then you can make sure you’re building possibility into your campaign for your audiences.
If possibility is the most important, enrolment is the most difficult to get working effectively. But done right it can be your engine to deliver the possible.
In short… how can people get started? How might the system you create facilitate their participation? How might the system you build help people deliver the possible in an engaged and active way?
This is why the idea of enrolment is so important. To be enrolled means to be an active, contributing part of the system. Enrolment is a way better analogy than sign up. Sign up is passive. Sign up is ‘take my email and maybe I will do something with your newsletters and updates’.
Showing up and doing the work
Enrolment recognises people’s role in the change they want to bring. It rewards commitment and effort and encourages being part of an active community.
And if you think the word ‘enrolment’ evokes college learning and working together: that’s the point.
At its heart, enrolment is about connecting people.
Let’s take an example.
LendWithCare is a fantastic campaign that gets people micro lending to small, local entrepreneurs in the global south. You can lend people £5 to help them start a new brick oven, to buy a new market stand, to purchase a motorbike to increase their distribution, etc.
You can browse who to support, see their photos and read their life and business stories. You get updates on the progression of their repayments. And when they have repaid you you get your money back, ready to reinvest with another person.
It’s fantastic in connecting you to those you are supporting.
And it connects you to others like you. You can create groups of lenders and come together to back people you believe in. You can gift LWC vouchers to get friends and family lending (which is the start of some great person-to-person conversations about the campaign and its possibility) and the LWC team are always present and on hand to chat.
As a result, the people who support LendWithCare are a fantastically enrolled and passionate bunch. The team at LWC could run a ‘what shall we do next’ event next week and they would have a room packed full of supporters, many of whom would have gladly travelled far to contribute their advice.
Give supporters the value they expect from their involvement
Which brings me to my final point about why people support campaigns.
We must recognise that when people contribute to a campaign, even if it’s a charitable one, they rarely contribute freely.
People usually give because on some level they expect to get value back. Deep down it’s worth more to them to give than not to give. This is true whether they are making a pledge, giving time or donating £100.
The value they receive from giving is emotional, spiritual or social.
Value comes through storytelling
And the value returned comes via the story they tell themselves about their own contribution. About their impact on the world and their personal role in delivering the possibility.
If you’re struggling to see what I mean, think about the LendWithCare supporters and the stories they must proudly tell themselves (and those around them) about how they’ve helped people in developing countries grow their own businesses and build their own livelihoods. This is worth so much more than their £5 loan.
So, as campaigners, we have an obligation to recognise that supporters who give us their time or money hope for something in return, and that this is perfectly fine, normal human behaviour.
Going beyond the daisy-chain
Which brings us back to the idea of daisy-chaining calls-to-action.
It’s not enough to just escalate calls to action. It’s not enough to just say thank you in the web browser, and gradually feed supporters towards subscribing to your email list. What story can they tell themselves and others about that?
So be kind. Give them the value they seek. Whatever type of campaign you are running, ask yourself:
How might the system we are building give supporters the emotional, spiritual, or social value they seek?
How might it help them to tell the best possible story about their own involvement?
And most of all, how might the campaign help supporters to be enrolled, to reward their contributions, to actively connect with others and deliver a change that’s possible?
Recently I’ve been lucky to run a range of design and product workshops with Outlandish, the worker-owned tech agency. It’s something I love doing. From 5 day Design Sprints based on the Google Ventures handbook approach, to one day MVP planning, design sprint-in-a-day sessions and more.
Through this there are a few simple techniques that I’ve come to appreciate that can significantly improve the experience of those in the room and the output of the day.
Some of these have already been recommended by Jake Knapp, John Zeratsky and Braden Kowitz in their book Design Sprint. I reiterate them here because, when you’re reading the book prior to running your first sprint, it’s easy for their importance to be overlooked.
Others have been learnt the hard way or developed with input from Outlandish colleagues.
Okay, in no particular order, here we go:
If you say sketch, then sketch
In a design sprint there is a lot of sketching. There needs to be. However some people don’t feel comfortable sketching because they’re worried about presenting their drawing skills to their peers. Also they’re concerned they can’t capture what’s in their head.
They will want to write their ideas instead.
But you should avoid your participants writing instead of sketching at all costs.
A written response feels clear and complete. But the beauty of sketching is that it IS crude and unfinished.
A sketch invites more contribution and engagement. It leaves space for the idea to be explained by its drawer and interpreted or elaborated upon by the listener. Because of the space around a sketch the potential feels larger, and more gets opportunities are seen within it.
Sketches, crude flowcharts, stickmen – these are all fine. But written responses should be discouraged.
Reassure your participants that no-one is judging, we are seeking to be inspired. Use the explanation above if need be. Explain why sketching is so important.
Make them stand
There’s something about tables that puts lead in people’s butts and makes them want to sit. This is murder for a collaborative process.
Keep the space more space than table. Give plenty of room around the whiteboards.
Take as many tables out as you can. Leave enough for people to sit at and make notes, but ensure that it’s light on tables. Even a little cramped. People will feel inclined to get up and out of their seat.
Equally, direct them. Don’t be afraid to explicitly ask people to stand up. Ideally before explaining the rest of the activity instructions.
Tell them directly: “Okay, for this next activity I need everyone out of their seats. So, please stand.
“What we’re all going to do is take one sticky note, write on it a user type, and post it on the board. And we’re going to do that for as many user types as we can think of for the next 2 minutes.”
And know where to stand during their feedback
As the facilitator and someone who’ll probably doing the majority of the speaking during the session, attendees feel naturally inclined to address any feedback to you. Be aware of this. They need to be feeding back to their peers, not ‘reporting to teacher’.
So when people are feeding back, try to stand in the midst of the group. Even better, stand behind them, so others are between you and the person at the board explaining their work. This way eye contact is made with their peers, group engagement happens and feedback is taken board.
Be aware of the power in the room
The main client has a lot of power. They’re probably an important decision maker too and it’s important that they’re invested and involved.
However they’ve got a team with them, and some of them in that team have a very different status. The intern. The assistant. The new hire. The student help. And the reality is they’re likely to have just as valid input.
It’s probably imperative, in fact, that new thinking is required on this project – and perhaps even they’re closer to the product’s target user than the CEO.
However it’s easy for the CEO to have a louder voice and the intern to be excluded. So, ensure that everyone is given full chance to speak and participant. And make sure that the intern, the assistant don’t just get a turn at the end of an activity, after everyone else has spoken and now the clock is ticking to move on. But rather, mix them up. Mix everyone’s turn to speak up.
As an aside: Outlandish, where I spend much of my time these days, uses a consent-based decision making process on their projects called sociocracy. Using it in design sprints is a great way to help level the playing field. They offer training in how to apply sociocracy in your own work here.
Make those sticky notes work for everyone
There’s a reason why sticky notes are sticky, and that is so they can be unstuck. And moved.
The process of design requires that people form associations and take action.
Writing notes and sticking them to a wall allows us to immerse ourselves in the chaos of information. Our brains kick in and try to form associations, and soon enough we find ourselves making connections and spotting common themes.
Moving the notes and resticking them elsewhere allows us to spark ideas and conversation, and so on.
If an activity requires sticky notes (e.g. for an idea generation activity, or capturing insights and research), make sure that they go on sticky notes. And insist on one idea or insight per note. Then get them up on the wall.
Really, do push your team to do this. They’ll find it unusual at first, and you’ll need to guard against over-talking and discussion of the notes as they’re created, but soon they’ll see the value of doing this.
Use the board to cut down discussion
A simple yet effective trick: partition a slice of your board off at the start. Draw a line to make a column to one side of your board.
This is your park board.
Here you’re going to park any questions that are taking up too much time.
In my experience they’re usually questions about what-ifs. I.e. other things that the project may or may not need to connect with in the future and how this challenge might be resolved; what other stakeholders who are absent might say; and risks.
Although these can’t be resolved in the room right now, you will find that one or more people will start discussing it like it’s part of the output of the day. It isn’t
I like to capture these things as questions, and refer back to them in the Design Sprint How Might We…? session, if you’re running one.
And when the day is over, you should also refer back to the park board to see if any of the issues and questions parked are still valid and actionable after the sprint.
You can also use the park board to list vocabulary that your team might be unfamiliar with, key dates, or other headline insights, and so use it to reduce the cognitive load on your participants.
Show the running order
Let’s think about the setup for a minute.
In the Design Sprint book Jake Knapp recommends showing the agenda at the start of the day, indicating all the different stages and activities you’ll be running.
There is something so fundamental about doing this, but it’s easily forgotten as you strive to get everyone settled and to get going.
Sure you can just launch into the day and try to take people on a creative journey, but attendees derive confidence in you if they know there is a grand plan. That things are heading in a certain direction – even if they don’t understand what the items on the running order mean or what they’re going to be doing.
Showing a topline running order means they relax. They give themselves over more to the activity. And your day just got a lot easier.
Another simple win. After the introductions and showing the order, check the understanding of your guests. Then, explain your role and the desired outcome of the day.
Finally, ask your attendees to allow you to lead. That’s all. Just ask your attendees something along the lines of “if I have your permission, I will be running through these activities and taking us towards this goal. How does that sound?”
They will say it sounds good – yes, you have their permission. And of course they’ll say this. But in this moment there is a transaction that takes place and trust is imparted to you.
It’s scary to speak to a room, to lead a workshop. There is the fear that you won’t be understood. You feel a pressure to fill the air and over-explain. You feel that people expect you to have all the answers.
But that’s not true. It’s mostly in your head.
So breathe. Take a moment before you speak. Talk a little slower than you usually might in a conversational setting. Actively listen to yourself as you talk.
And when you’ve said what you have to say, lean into the pause. Leave it hanging in the room.
Generally your attendees will want to help you or rise to your challenges.
And as for questions: recognise that you don’t need to have the answers. If someone asks a question, open it to the room. You are there to help the day run beautifully and the attendees to be as productive as they can be.
When you do these things, you pay more attention to what you’re saying. You see where your tongue is taking you and how to finish the idea you’re halfway expressing.
Prepare. Prepare prepare prepare…
And finally, preparation is key.
When I was teaching English, I liked to have a running order, by the minute. For example, prior to running a class I’d make notes like this.:
3 minutes – warm-up activity the ‘eee’ and ‘i’ game
5 minutes – write past-perfect example sentence; elicit other examples; elicit grammar points
15 minutes – set questions
5 minutes – check answers and understanding
At every step I would also prepare what I needed say, almost like a script.
And I do the same thing with running workshops.
However I know that we will probably stray from this. I know that I can’t keep referring to the running order every few mins – it’s impossible. I accept that I will get sidetracked, or I’ll forget something.
But that’s okay, because the act of preparing helps me really get comfortable with the activities and feel relaxed. And in the room, it helps me have a better awareness of time.
So there you are! A few tips to help you run sessions. Hope they’re of use 😉
What version of operating system does your phone run? Is it the latest? If not, do you even care?
The change in life that an upgrade makes, is it even still noticeable? Compare that to how it felt when you first bought a smartphone. Or your first car?
The impact of successful products
As a product actually develops from idea to reality, the potential directions it could go in rapidly narrow. The potentialities evaporate as decisions have to be made and things start to be laid in place. Once build begins, the cruft – the assorted debris, the complexities, leftovers and impacts of design and build choices – increases.
Gradually it becomes harder and harder to improve upon the product, and the effort required to continue to develop new features or apply improvements increases.
Meanwhile, something worse is happening.
The addressable market for your product is shrinking. Or because I like to focus on people rather than market numbers, I prefer to phrase it another way: the potential emotional value that your product supplies is shrinking.
The product value / product development trade off
The users whose pain point you solved with the launch of your MVP and first few iterations, are still around, but their scale of problem has reduced. You’ve (hopefully) already addressed it somewhat and provided some level of solution.
And therefore the emotional value that updates to your product can deliver is steadily shrinking too.
Gradually, the effort to update your product is going to greatly outweigh the emotional value updates can bring.
So what’s to be done?
Innovating whilst managing expectations
As CEOs of product based businesses, you should be looking to diversify and innovate. Find new problems and deliver solutions.
As Product Owners, you should keep updating your roadmap but beware of the diminishing returns that your product is likely to deliver. Feed this up.
And don’t feel bad! Feel good for every bit of value delivered in this increasingly complex situation.
As suppliers and agencies building products, you’re in a difficult position.
On the one hand you’re trusted to improve a product on behalf of a client. On the other hand, you are at risk of being viewed increasingly unfavourably over time (quietly, unfairly blamed?) as your work fails to bring the same returns as those early, giddily successful releases.
The best approach for you is to be open and supportive of your client. Highlight the diminishing returns they will eventually face. Help them avoid the risk of ossifying, losing out to new, smaller, focused products whose teams can move faster and deliver more emotional value than your clients 18th update can.
Encourage your clients to diversify, look for new emotional problems and product opportunities, and work with them to ideate and build these new products.
Are you a digital campaigner? Are you keeping an eye on how evolving tech will impact on advocacy and campaigning?
Well you should, and especially if you use email campaigns. Because advances in tech mean that organisations that run supporter-driven mass email campaigns – especially those that send email to MPs, candidates and other political ‘targets’ – could soon find their efforts going to waste.
The case for change:
At a recent digital campaigning forum, a member of one political party mentioned that major political parties are increasingly using filters to detect and automate replies to emails that come in via mass supporter-mobilisation campaigns. Basically, they are employing tools that detect recurring email subject lines or body content and then using this to automatically send appropriate replies.
This agenda for a recent hackathon:
This summer, The Fourth Group will host a Politician AI Hackathon to see how we can automate tasks politicians are expected to do. These tasks include: Understanding voters’ preferences; writing speeches; making strategic decisions in regards to policy proposals, and; addressing problems faced by constituents.
AI and its impact on email campaigns
Together these demonstrate that we’re only a small step away from AI and natural language processing being used to detect the subject matter of emails and issue appropriate responses on a MP / candidate’s behalf. The system could be choosing from a bank of preformed response templates, or even writing sections of replies directly.
This automation means MPs and their offices will be personally engaging with these emails (and by extension their constituents’ concerns) less.
And therefore taking action less.
Of course, in this scenario MPs’ offices may also soon be using data dashboards that show the public’s key areas of concern based on the numbers of emails received and grouped by topic.
But the empathy and emotional response that comes from directly reading a message from a concerned constituent, or the unease which comes from being on the receiving end of a deluge of angry emails, will cease to exist.
And perhaps even worse, it is the more ‘fringe’ and less emailed-about issues – which won’t have response-flows set up for them – that are likely to escape the system into the real world, be read by a human, and start a chain of cause-and-effect that will in some form result in some level of emotional engagement and action.
This is a big deal. Not just for anyone who wants to communicate with their MP, but especially for organisations that rely on mobilising its supporters to take part email campaigns.
So what should digital campaigners do?
Digital campaigner? Change your attitude
When it comes to setting up email campaigns, we could get involved in a war of attrition, increasingly varying subject lines and body content to get past increasingly sophisticated automated detection and replies.
The weakness of mass email campaigns isn’t their uniformity of content. It’s their uniformity of value to the recipient. The 51st templated email received by an MP is the same as the 50th, which is the same as the 49th, the 48th and so on. It offers nothing new.
To get beyond this, stop thinking of MPs and candidates as ‘campaign targets’ to be assaulted with repetitive communication. Treat them as another audience. Even better, think of them as some of your most potentially influential supporters.
Give them something of value. Give them something they can use.
Don’t just hassle them to pledge; give them a press release that they can send to content publishers.
Don’t just bombard them with templated supporter emails; ensure every email has a unique piece of data they can employ.
Ditch the mass emails altogether, and instead ask your supporters to come together to pool data or opinions. Use this to create a unique, valuable package and then give this to MPs and candidates.
Give them a suite of assets.
Give them content for a tweet.
Give them quotes.
Give them imagery.
Give them something that they can stand up and present with. That they can ask a parliamentary question with. That they can use as they try to make their first impressions in a new parliament.
The outcome could be an MP getting on board with your campaign’s goals. It could see them referencing your stats in a TV interview, employing a visual with your organisational branding, or even just generally better-respecting your organisation and its mission.
And, of course, it maintains a human relationship with those in political power, which in these times is an increasingly valuable commodity.
Fantastic news this month for Myanmar’s startups and entrepreneurs: The Central Bank of Myanmar has finally removed restrictions on the use of domestically issued Visa cards.
But what does this mean for startups?
Until recently, domestically issued cards couldn’t be used for purchases within the country. This meant that anyone who held a card could only use it to make payments overseas, or through overseas-based online platforms. (On top of this, if you were using one of the pre-paid cards, you often faced the situation of reaching a checkout page only to find that a pre-paid card wouldn’t be accepted, and all your previous form-filling efforts were for naught.)
Non card-based payment channels for Myanmar digital startups
As a solution, for revenue many online startups relied on cash-in-hand payments, such as handing cash to delivery drivers or payments made in person direct to business representatives (esp. in the case B2B businesses).
Some (including myself) have also experimented with revenue models that rely on transferring phone credit – a complicated scenario when factoring in the three (soon to be four) different, incompatible operators. Others still have relied on printing their own scratch card vouchers which are stocked by local partners and redeemed online or by phone (actually, this can be quite a good solution when you consider the low cost of printing, low financial literacy and the cash based economy).
These recently announced changes herald a new era where online payments are increasingly possible and revenue at last flows directly from individual customers to startups via online payment gateways.
Slow or fast? The adoption of a digital economy in Myanmar
However, it’s not the answer to the startup entrepreneur’s prayers just yet: we must accept that true change will take time.
Like others, I’ve been excited to see the appearance of ATMs around Yangon in the past year, but the card-carrying culture is not yet established. The country still only has an estimated 1,500 ATMS for a population of 54million. That’s 1 ATM for every 36,000 people. Meanwhile neighbouring Vietnam has a much healthier ratio of 1 ATM for every 5,200 people.
On top of this, cash is in Myanmar is something special. Of course physical currency everywhere is something tangible and known, however within Myanmar it is also associated with mighty levels of distrust, trust and authenticity.
The Myanmar Kyat – emerging from a turbulent history
Myanmar’s Kyat has gone through two horrendous currency demonetisations in recent years – the 1987 demonetisation of a range of notes without warning or compensation made 75% of the currency worthless overnight. The Kyat does not feel inherently stable.
Additionally, as Myanmar returns to the world stage, Myanmar people are eager to help restore the previously-hobbled country to the powerful economic status it once enjoyed and deserves.
Could these be push factors that encourage an explosion in card uptake and which fuel a growth in Myanmar’s digital economy, to mirror that of smartphones and internet penetration?
And yet, and yet… go into any Myanmar bank today and you will see people withdrawing bricks upon bricks of notes. And, where they are collecting US dollars, still inspecting each and every note with a close eye, ready to reject them upon detecting the slightest blemish. This is despite these notes being handed to them by the bank itself, and in blatant rejection of recent decrees that it is no longer acceptable to refuse blemished dollars.
With so much energy and scrutiny going into the printed currency, can we imagine that Myanmar’s people will so readily embrace the opaque world of cards and digital transactions?
So, how should startups view the opportunities in Myanmar’s digital economy?
We must lean to the optimistic; online card payments are the future, but will be just one amongst multiple payment mechanisms.
The case for card payments:
Despite the Kyat’s turbulent history, and despite the physical comfort of cash-in-hand, there is an internal, undeniable drive to restore Myanmar to the world stage that is remarkable in its pressure. This will quickly overcome caution and reticence about cards and card payments.
Plus, significant numbers of Myanmar’s digital startup entrepreneurs have experience working or studying overseas, and are looking to opportunities in their country of birth. Returning to Myanmar, integrating online payment gateways into their platforms is a normal practice to them, and these digital entrepreneurs will help drive a wider uptake of cards and online transactions.
So startups that begin building for and strategizing for online payments now will be in pole-position as card uptake soars. Those that don’t will be quickly left behind.
Support card payment with other payment channels
However, to succeed into the immediate future, startups should a) provide Myanmar’s citizens as much support and transparency as possible to encourage online card payments; and importantly b) remember to still invest in other payment channels.
ATM rollout – and therefore card uptake – isn’t going to be instantaneous in a country the size, geography and economy of Myanmar. Meanwhile, competition between the Telcos is going to become increasingly fierce and in an attempt to solidify their market shares it is only a matter of time handling fees are cut and deals are struck that allow transfers of credit between different operators. Such moves will advance mobile payments in a significant way.
In short: The future looks good. Startups should build strategies and channels for accepting card payments in Myanmar now, but also recognise that payments via phone credit is going to increasingly become another viable channel. Both must be explored and accounted for.
What do you think about Visa’s announcement, and about how to handle online payments in Myanmar? Let us know in the comments!