The Royal Navy had a problem with employee satisfaction and retention. As a centuries-old, complex and monolithic organisation, they needed to transform, but they didn’t know where to start. Digital customer experience agency, Great State, undertook extensive research to discover what life was really like for personnel and revealed that they felt powerless, uncertain and unsupported – they didn’t have the digital services to support them in their lives.
In three months, Great State delivered a digital solution that’s used by 72% of the Navy every month, accessed by smartphone from 27 countries worldwide. It’s a progressive web app called MyNavy, an empowerment tool which acts as a single point where individuals can interact on their terms with The Royal Navy, throughout the lifetime of their naval career. An employee tool designed to empower, engage, evolve, and transform their naval lives.
Ordering kit had long been a pain point for Royal Navy personnel. Manual processes, confusion around sizing and inconsistent experiences were just some of the issues causing frustration and wasting valuable time. Great State selected Ucommerce as their partner of choice when they needed to bring the kit ordering process onto MyNavy, thanks to its close integration link with open-source CMS, Umbraco. The ambition was to create a user experience comparable to private sector clothing stores, streamlining the process, and improving personnel satisfaction.
The uniform ordering service needed to hit multiple criteria:
Together, Great State and UCommerce had a 12-week, six-sprint timeline for delivering an MVP. The output was a series of recommendations that considered everything from the backend technology stack to integrations with existing Royal Navy systems, all of which were supported by Ucommerce.
By implementing Ucommerce, a previously inefficient and frustrating analogue uniform ordering process was replaced with an “e-commerce platform” embedded in app. A crucial feature of MyNavy, it enables personnel to get the right kit, quickly and easily from their preferred store.
MyNavy is delivering real, transformational value which is already positively impacting tens of thousands of individuals over the globe and has been recognised widely by senior military officers, and other public sector organisations as an example of best practice digital transformation at scale, at pace and with huge impact.
"The system is so user-friendly and reduces time spent commuting only to find that stock is unavailable. The process inside the store is faster as well, as items are already packed ahead of time."