This document discusses key aspects of change management for driving effective end user adoption of technology implementations. It covers stakeholder engagement, communications, assessing change impacts, measuring change readiness, and providing learning and training. The goal is to proactively address typical adoption challenges and ensure end users are equipped to operate successfully with the changes.

1. Change Management
Driving an Engaging and Effective End User Experience
Stakeholder
Engagement
Comms
Change
Impacts
Culture
Change
Readiness
Learning
Organization
Design
Talent
End User
ExperienceDesigning and adapting
operating model/
organizational structure aligned
with goals
Identifying and developing
workforce capabilities aligned
with goals
Providing knowledge, tools and
training to equip employees to
operate successfully
Aligning key leaders and stakeholders to
program goals and priorities enabling change
Identifying functional awareness and
readiness for upcoming changes, and
mitigating early risks
Collecting change impacts to
identify activities required to
drive and track business
adoption
Aligning individuals’ beliefs with the
organization’s values and providing
supporting procedures and
infrastructure to drive the right
behaviors
Informing key stakeholders through
integrated, targeted
and timely program messaging

2. Organizations typically encounter many adoption challenges during technology
implementations and must anticipate and proactively address these to drive
success.
Key leaders are not aligned
on what is needed to make
the initiative successful.
Effort is positioned as a
‘flavor of the month’ (people
think it will eventually go
away).
The “rumor mill” gets the best of
employees.
No clearly defined metrics
for measuring success.
Not tied to strategy and linked
directly to tangible business
benefits.
The initiative is framed
around abstract mission
statements and values,
rather than making it real
to employees and
explaining exactly how they
will be impacted and what
they need to do.
End-user adoption is the ultimate goal to achieve business results.
Adoption Challenges of Technology Implementations

3. Change and Transition
Change and Transition are different forces. Change is something that happens to
someone, and is driven by external forces. Transition is the process by which an individual
reacts to change, and takes place internally:
Comes from ‘outside’
Change
Situational
External Forces and Decisions
Happens inside
Transition
Psychological
An individual’s reaction to change

4. Transition
Bridges Transition Model
This model shows how individuals process transition. It conveys that every new
beginning starts with an ending. Each employee will experience change at different
rates, and each team member may experience different emotions at any given time:
The leadership opportunity is to understand where team members sit on the
continuum to the new beginning
ENDINGS EXPLORATION NEW BEGINNINGS
PRODUCTIVITY
MORALE
RECONCILIATION REORIENTATION RECOMMITMENT
Approach-Avoidance
Anxiety
Shock
Fear
Anger
Frustration
Confusion
Stress
Denial
Creativity
Skepticism
Acceptance
Impatience
Hope
Energy
Enthusiasm

5. Change Management: Scope and Activities
 Identify stakeholder
groups and
determine level of
impact
 Develop
engagement plans
based on
stakeholder analysis
results
 Analyze media
vehicles and
audience needs
 Develop
communication
strategy and plan
 Execute
communications
plan
 Gather change
impacts
 Assess change
impacts
 Develop change
impact assessment
(CIA) report
 Develop change
management action
plans
 Develop change
readiness survey
 Deploy survey and
analyze change
readiness results
 Create and execute
action plans based
on survey results
 Create Learning
Strategy
 Build Curriculum /
Course Outlines
 Support Content
Development
 Facilitate Train the
Trainer
Stakeholder
Engagement Communications Change Impacts
Change
Readiness Learning