Challenges
This client had a highly diverse workforce comprising unconnected workers and retail staff across thousands of sites, all with varying roles and access to devices. Additionally, there was the added complexity of ensuring a successful deployment across multiple geographies. LACE needed to provide change management guidance that allowed key deliverables to be tailored to the needs of specific roles and markets.
How LACE helped
Change strategy development
LACE developed and successfully implemented the strategy, change impact assessment, development of user journeys, training, stakeholder engagement, creation of change networks and adoption measurement. Driving these fundamental building blocks of change was key to enabling a thoughtful change and implementation plan, which in turn supported the success of their programme.
Communications and engagement
LACE developed a communication and change network approach, raising awareness of upcoming changes and driving engagement globally at all levels of the workforce. In addition, LACE developed a powerful visual identity which enabled recognition of the programme, utilising the creative services team within LACE. Aligning the programme visuals with the brand’s identity allowed employees to feel a sense of familiarity with the change. We also defined and supported the identification and onboarding of change networks, as they were key to the rollout of messaging within the retail environment.
Training development
The training approach and persona needs analysis were completed to align with the system and process redesign. Additionally, LACE led the delivery of training content and the use of gamification to engage and upskill the personas of unconnected workers.
What outcomes did LACE deliver?
- Change strategy: We developed comprehensive change strategies that articulate organisational change and provided clear plans for sustaining ongoing change. The work included creating approaches for key impacted groups, formulating timelines for delivery, and creating a clear and tangible plan to prepare the workforce for the upcoming changes.
- We successfully aligned the change impact assessment with employee journeys, documenting motivations, frustrations, and the desired employee experience. Specific employee journeys were mapped through the employee life cycle to understand the effects on their roles, teams, and departments. This approach identified our key groups and ensured that the changes were impactful and relevant, avoiding a ‘one-size-fits-all’ strategy, which delivered a more engaged and impacted population.
- We created a consistent narrative for change that targets our audiences, detailing what individuals should know, feel, and be able to do. All messaging was tailored to specific personas, enhancing their understanding and awareness of the new HRIS tool and how it would improve their experience, thereby building their awareness and interest in the new approach.
- LACE created a training approach which provided a needs analysis, curriculum, and production schedule for coordinating collateral creation. This enabled the client to be clear about the learning journey of all key persona groups and feel confident in the support they would receive. It detailed how groups would access training, ranging from in-store one-pagers to gamification modules, and how we would drive a self-service mindset in problem-solving.
- We established a robust market engagement plan and developed change networks to support targeted groups and monitor sentiment across the business. In areas where a cascade model was more effective, we selected change champions within the business to facilitate implementation and embed new ways of working.
