Navigating a complex digital rebuild

What was our challenge? 

Nautilus’s digital estate and infrastructure was outdated and confusing, covering the corporate website, the Nautilus Federation and the Nautilus Welfare Fund sites, as well as the Sea Service Record and Fair Treatment App. Different sites were built at different times, using different systems, and had outgrown what they were designed to do. Staff had to work around technical limitations, which slowed them down. 

Members faced a poor online journey, moving between several sites and apps that didn’t feel connected, often not having the right information surfaced to help them with their queries.  

The systems also struggled with distinguishing between the choice of languages and geographic branches. This could mean that members who had English as a second language, but were based in the UK, could be registered to the wrong office, a mistake that staff members then had to correct by hand. 

The comms team set up a working group to find a new website supplier yet, like so many busy organisations, didn’t have the time or digital know-how to manage such a large project on top of their day jobs. They needed clear guidance and practical support to steer them to success. 

How did we approach the problem? 

The project had two stages: scoping out the requirements for website rebuild and then managing the tender process and appointing an agency. Throughout the project we collaborated through shared documents and regular project team meetings.  

At Agenda we pride ourselves on our deep and rigorous discovery process, spotting opportunities to make improvements along the way. 

We started by reviewing all of Nautilus’s websites and background documents to understand what worked and what didn’t. We: 

• Analysed site data and usability 

• Spoke with staff and members in all three countries about their business objectives, regional differences and aspirations for the new site 

• Ran a member survey to learn what people wanted from a new website 

• Took a steer on best technologies by reviewing the sites suppliers who work with unions were using 

• Set KPIs about what we expected the new site to achieve 

This helped us build a clear plan for the next stage – a requirements document setting out what the new websites should achieve, what problems needed fixing, and what success would look like. 

We then managed the process to find the right agency to build the new site. We gathered information from several web developers, shortlisted the best ones and, through an in-person evaluation session with stakeholders and board members, helped Nautilus choose a partner based on approach, experience and value for money. 

Outcome 

We delivered a clear and affordable plan to rebuild Nautilus’s websites and managed the tender process from start to finish. We shared our knowledge and expertise to help upskill Nautilus's team and spotted opportunities to make improvements on the way.  

The project stayed within budget and gave the client a trusted supplier and a solid plan to move forward with confidence.  

We’re now supporting the website project as it moves into its next phase: 

• Acting as intermediary between the supplier and the union 

• Mapping member journeys to see how members join, stay and get active 

• Auditing content to figure out most popular pages and what will best support the member journey 

• Reviewing language and messaging to help the union become more member-centric 

• Creating content which meets members needs  

What this space for how Nautilus’s new website takes shape.