"Innie" or "Outie" In-house Digital Experience vs. Outsourcing

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Information about "Innie" or "Outie" In-house Digital Experience vs. Outsourcing
Design

Published on March 18, 2014

Author: jtruemper

Source: slideshare.net

Description

Is it better to have an “innie” or an “outie?” For belly buttons the answer is clearly an innie (sorry, but you shouldn’t have picked at it). For your digital customer experience the question is far more difficult to answer. This session will dive into the considerations for deciding whether a digital experience should be handled internally or outsourced, and how to effectively communicate a winning strategy to your boss.

IN- HOUSE DIGITAL EXPERIENCE VS. OUTSOURCING orlNNIE   OUTIE   .   @ trump29  

Did you redesign internally or use an external agency? Survey of 164 in-house marketers

This presentation is full of generalizations. Your situation may be entirely different (though it probably isn’t). “All generalizations are false, including this one.” –Mark Twain WARNING

n idea is always a generalization, and generalization is a property of thinking. To generalize means to think. -Georg Wilhelm Friedrich Hegel A  

trengthsS  

In-house •  Cost per hour •  Strong business understanding •  Design shepherding •  Ability to change directive

Outsourced •  Up on trends and innovations •  Built for speed •  Attractive to strong talent •  Not as subject to entrenchment •  Ability to house niche skillsets

is not which to choose, but how to balance the relationship. T  he real question

Implementation Shops

Strategic Partners

Move toward a single supplier for any one item, on a long-term relationship of loyalty and trust. -W. Edwards Deming

-W. Edwards Deming The result of long- term relationships is better and better quality and lower and lower cost.

hese may make theT  decision for you

COMPANY SIZE Small companies will benefit from outsourcing,where large companies have an opportunity to hire internal teams. “All generalizations are false, including this one.” –Mark Twain

TEAMAVAILABILITY Digital team demands tend not to be consistent.Even large in-house teams will have overflow. “All generalizations are false, including this one.” –Mark Twain

RECRUITINGAPPEAL Many in-house corporations don’t have the cool factor to recruit top talent at reasonable cost. “We don’t need your money, money, money. We just wanna make the world dance.” –Jessie J, Millennial

TURNOVER High turnover eliminates much of the value of having internal teams handling your digital experience. “All generalizations are false, including this one.” –Mark Twain

Fast Good Cheap Pay for quality Low priority Low quality Pick two:

astF  

•  Are there internal politics that will slow internal teams? •  Is there high user or business complexity that will require longer ramp-up time for an external team? FAST

heapC  

•  Is the need consistent? •  What is more important? Cost per man-hour or cost predictability? •  Is niche expertise required that would require training of internal resources? CHEAP

oodG  

•  Is the product customer-facing? •  Does your company have the“cool-factor”to attract top talent? •  Is this a long-term initiative (e.g.a product that is intended to continuously evolve)? GOOD

Fast Good Cheap Pay for quality Low priority Low quality Pick two: Strategic Partner Hire upImplementation Shops

Speedtomarket Budget Desireforquality •  This project is the business’s main source of revenue

HIGH VISIBILITY LOW VISIBLITY HIGHUSERCOMPLEXITY LOWUSERCOMPLEXITY STRATEGIC PARTNER OUTSOURCE IMPLEMENTATION SHOPS IN-HOUSE

Speedtomarket Budget Desireforquality •  We’re behind, and it’s hurting us

HIGH VISIBILITY LOW VISIBLITY HIGHUSERCOMPLEXITY LOWUSERCOMPLEXITY STRATEGIC PARTNER OUTSOURCE IMPLEMENTATION SHOPS IN-HOUSE

Speedtomarket Budget Desireforquality •  We have moderate turnover and recruiting struggles

HIGH VISIBILITY LOW VISIBLITY HIGHUSERCOMPLEXITY LOWUSERCOMPLEXITY STRATEGIC PARTNER OUTSOURCE IMPLEMENTATION SHOPS IN-HOUSE

ips for partnershipsT  

•  Don’t choose… partner •  Also outsource bad news •  Outsource your weaknesses •  Find a partner locally •  Limit the number of partners •  Choose a partner with scale who can implement end-to-end

•  Don’t rely on reports •  Bring content owners in-house •  Core business should be created internally •  Use design reviews and workshops to combat entrenchment

AKE TRUEMPER  J @ trump29   -- truemper@ gmail.com  

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