This UXPA 2022 presentation introduces organizational change management (OCM), a crucial discipline that senior UX professionals can learn about. While OCM may be new to some UX professionals, when combined with UX expertise, it produces a synergy that provides added value to clients, end-users, as well as UX professionals ourselves.
25. Stage Quote Support
Awareness I am aware of a change. Communication
Desire I choose to move towards the future state. Sponsor, Supervisor(s),
What’s In It for Me (WIIFM)
Knowledge I know what to do in the future state. Training
Ability I am operating in the future state. Practice, Feedback, Coaching
Reinforcement I will continue to operate in the future state. Incentives
ADKAR Framework for Individuals
REALIZE ROI
31. Helping Users Adopt Changes
ADKAR Support Typical OCM Activities UX Activities (Synergy)
Awareness Communication
Build awareness campaigns, define
outcomes, start pilot programs
Conduct user research to understand
user needs and thoughts
Desire
Sponsor,
Supervisor,
WIIFM
Prepare sponsors and supervisors to
actively and visibly support change
Explain significance of their roles
Use research findings to increase
desire and show benefits, e.g., WIIFM
in comm, prototypes, and demos
Knowledge Training Conduct training design and planning
Evaluate product, e.g., usability
testing, to improve UX and learning
Ability
Practice,
Feedback,
Coaching
Provide evidence-based coaching and
tools for supervisors
Monitor feedback loops and
collaborate to solve issues
Reinforcement Incentives
Draft a Governance Plan and work with
leadership on incentives
Continue to gather user feedback and
provide support