Engaging internal teams with insights

Deliveroo is an incredibly data rich organisation, and one of the Insight team’s priorities is to bring this understanding of the ‘what’ together with the more human ‘why’ – ultimately enabling more consumer centric decisions, across their: consumers, riders and partners. They ran the Roo Customer Festival to engage stakeholders across the business with recent projects, tools and customer truths. One of their objectives was ensuring everyone knew where to find foundational insight, and could access it easily, without having to read through lengthy documents.

Maximising impact

An online playbook was constructed that brought together the businesses’ key insights across the Grocery and Restaurant teams. Knowing they were a Google business, we constructed this in Google Sites to ensure it fit seamlessly into their way of working. We synthesised years of data into clear actionable insights powerful articles, infographics and videos – utilising graphic design to give each team and topic its own distinct style, whilst ensuring the site still felt ‘authentically Deliveroo’. We  also created postcards and posters with QR codes to direct stakeholders to the site, which were distributed and displayed throughout the customer closeness festival and maximise uptake.

Maintaining momentum

Roo Customer Festival had widespread attendance across the business – exposing multiple teams to key insights, and deepening engagement and understanding with customers across Restaurant and Grocery. We continue to work closely with the Deliveroo team on an ongoing basis to check-in and ensure the site is updated and maintaining engagement long after the launch.

“Kokoro came back with a innovative solution to our problem – a digital and easily updatable playbook which will allow us to keep insights fresh and be a first port of call for all colleagues for customer insight. We really valued their perspective on how to best present a huge amount of information, in a way that makes sense to our stakeholders. We’ve had really positive feedback during our Customer Festival sessions – and the project was also well managed, and our weekly check-ins were a great opportunity to bounce ideas around.”

Hayley Ward
Director of User Research and Insights