If you’re looking for clever campaign ideas you might want to stop reading now. This project was about all about navigating complexity and ensuring delivery.

 

Atos, a global leader in digital transformation, were reinventing the entire customer experience. I was brought in by their communications partner Gallagher to help set up a team to deliver ‘comms at scale'.

 

The ambition was to make 10 million members and nearly 900,000 employers feel ‘connected, confident and in-control’.

 

I played a key role in setting up the Communications Production Hub (CPH). Within a few weeks, this grew to a team of over 20 communication experts.

 

The film explains the purpose of the CPH in more detail. It's not the most polished animation. We produced it from scratch in 48 hours. Atos suddenly decided they needed a film to share during a meeting with the CEO of Nest.

 

As the CPH Lead, I helped design, implement and manage a robust QA process that ensured all the work met – and ideally exceeded – the required standards.

 

The CPH team worked within this QA process which absorbed inputs from the wider Atos team of UX, UI, dev teams, subject matter experts and compliance. And after we cleared those gates, we had to satisfy the Nest brand team.

The CPH:

• wrote the website – from guiding members on how to make additional payments to schedule changes for employers

• Created emails, SMS and letters for each stage of every journey

• designed a new welcome experience that seamlessly blended on and off line communications

• set up brand compliant production guidebooks