Customise our Intuitive User Journey

As one of the largest and most respected libraries in the world, the British Library needed a 360 feedback platform that could align with their unique internal processes, organisational structure, and development approach. With Lumus360, they were able to customise key elements of the user journey to ensure the 360 experience was both intuitive and fully tailored to their needs.

Challenge:

Although Lumus360’s default user journey is designed to be simple, clear, and based on best practice, the British Library had several specific requirements, including:

• Altered feedback group categories to reflect their internal reporting structure
• Adjusted feedback completion timelines to fit with programme scheduling
• A report distribution process that routed reports to coaches rather than participants directly

These adjustments were essential for maintaining alignment with internal policies and ensuring a smooth participant 360 experience.

Solution:

Lumus360 worked closely with the British Library to identify and implement the necessary changes through a collaborative scoping call. The following updates were made within a few days:

• Customised feedback groups to better reflect role relationships and reporting lines
• Set a bespoke response window to give participants and raters ample time to complete their tasks
• Configured the system to send completed feedback reports to designated coaches, rather than directly to the participants, supporting a guided development conversation

Outcome:

The British Library now runs its 360 feedback process on a platform that feels fully integrated with its internal way of working. The adjusted user journey:

• Respects organisational norms and development practices
• Enhances the coaching experience by giving coaches full visibility ahead of conversations
• Maintains a seamless and intuitive interface, with no compromise on ease-of-use