Institute of Internal Communication (IoIC)

We’ve worked in close partnership with IoIC over the past two years, supporting their shift to a more evidence-led and commercially informed organisation.

What began as a small proof-of-concept has grown into an ongoing collaboration spanning data, strategy and now member experience. Together, we have built the data foundations, defined how performance should be measured, and developed dashboards that give clear visibility of membership trends, engagement and risk.

That insight has not sat in reports. It has directly shaped action.

We’ve worked with IoIC to identify the drivers of retention and engagement, understand where members experience friction, and prioritise where to focus effort. This has informed both targeted operational changes and a broader rethink of how the organisation delivers value to members.

Most recently, this has led into a full member experience and website redesign. Using the insight generated over the past two years, we have helped IoIC reshape their digital experience around clear member needs, simpler journeys and stronger calls to action. The new experience is designed to make it easier for members to engage, develop and participate, while giving IoIC a more effective platform for growth.

Alongside the technical and design work, we have worked closely with the team to build confidence in using data. Regular insight sessions and a collaborative way of working have helped embed this capability across the organisation.

This work has given ITI a clearer understanding of where risk sits, where opportunity exists, and how different member segments behave over time. It has also created a foundation for ongoing reporting and more confident strategic planning.

Jennifer Sproul

CEO, Institute of Internal Communication
"Layercake has transformed us into an intelligence-led, evidence-based, and data-rich organisation, enabling us to make better-informed decisions and take action at pace!"
Created with