Creating Change Journey to Office 365

August 25-28, 2019  Boston, MA USA
Jill Hannemann
Creating a Change Journey for
Adoption of Office 365

About Jill
3
Modern Workplace Lead – Avanade Advisory
15+ years in Portals and Knowledge Management
MOSS 2007 Office 365/SharePoint 2019
Specialist in Information Architecture, Governance, User Adoption, Document
Management, Productivity Solution Design, and User Led Design
Frequent speaker in the SharePoint Community
Tech Geek. Gadget Enthusiast. Taxonomist. SharePointer. Mom. Runner.
Foodie. Nature Lover. Avid Traveler. Italophile. Cali-girl.
@ImJillHannemann
Jill.Hannemann@Avanade.com

Contents
• Planning Office 365 Roll Out
• Approach to Human-centered Change
• Office 365 Lessons on Change
• O365 Change Journey Approach
• Critical Activities
• Case Study

©2019 Avanade Inc. All Rights Reserved 5
LEADING A JOURNEY
FROM AWARENESS TO
ADOPTION IN YOUR
MODERN
WORKPLACE
WHAT WE
TYPICALLY
SEE AT ORGANIZATIONS:
• A disjointed & risk-adverse culture
• Silos that cause communication
breakdowns & productivity losses
• Inefficient & redundant processes
• ineffective policies & procedures
• Disconnected data points
• Duplicative efforts & waste from multiple
tools with overlapping capabilities

EMPLOYEES WANT TO WORK HOW THEY LIVE.
Employees expect seamless experiences. They crave simplicity, personalization,
and interoperability from multichannel experiences. Organizations that focus
solely on technology to transform their organization experience high failure
rates.
When organizations focus on a human-centered workplace
experience through processes that maximize technology investments
and drive user adoption, they typically see:
Higher Customer Ratings
Higher Profitability
Less Attrition
More Productivity
Reduction in Overtime
Higher ROI
Increase in Workplace Efficiency
10%
22%
25%
21%
Source: “Building business value with employee experience,” Kristine Dery and Ina M. Sebastian, MIT Sloan Center of Information Systems Research
(CISR), Research Briefing, Volume XVII, Number 6, June 2017

7©2019 Avanade Inc. All Rights Reserved
Office 365… Lots of Capability that Overlaps

It’s not just a technology project…
Everyone has their threshold for change
capacity.
Be mindful about implementing too much
change at once.
Where feasible, combine changes into a
broader effort to expand/align user value.
Combine with operational and IT roadmap
initiatives.

Sample Roadmap for Office 365 deployment
2H 2019 1H 2020 2H 2020 1H 2021 2H 2021
2H 2019 1H 2020 2H 2020 1H 2021 2H 2021
Change Management – Training, Communication & User Adoption
2. Group File Share Migration 3. Team Spaces
4. Social
Collaboration
5. People Profiles1. OneDrive, Win 10, Office ProPlus
External Sharing
Pilot
Teams Migration and Piloting
PowerBI, PowerApps and Flow Pilot and Training/Workflow
Automation
CRM Roll Out
Pilot eDiscovery
Group File Share Planning
6. Teams
CRM Planning
Project Management – Operational Efficiency
KPI
Planning
Team Spaces Pilot
Every roadmap is unique. Each organization has specific priorities and dependencies.

Create A Unique Approach to Human-centered Change
An ongoing journey from awareness to adoption to elevate the employee
experience in every step of the change journey.
CHANGE STORY
THAT INSPIRES
USERS
Craft impactful change stories that reflect the user and stakeholders to
create a shared vision that speaks to the impacted stakeholders.
BEHAVIORAL AND
CULTURAL
TRANSFORMATION
Governance and processes: combined with targeted interventions to enable
behavioral and cultural transformations.
CONTEXTUALIZED
BUSINESS-CENTRIC
ADOPTION
One-size does not fit all in change management: Business Groups have
unique needs. Training approaches that contextualize strategic direction to
build communications and training tools.
DYNAMIC AND
MODULAR
COMMUNICATIONS
& TRAINING
Learning bundles for modular learning experiences can be easy and
accessible to introduce users to new ways of working.

Day in the Life Storyboards

Microsoft Adoption Materials
Tools for Adoption
https://docs.microsoft.co
m/en-
us/microsoftteams/adopt
-tools-and-downloads
Teams’ Adoption
Flipbook
https://teamworktools.az
urewebsites.net/tft/index.
html

Office 365 Lessons on Change
Here is what we have learned driving adoption:
Involve leaders to be
the advocate
Get the message
right first.
Unread
communications have
zero success.
Communicate
CreativelyA powerful brand will
do some of the work
for you
Build a brand
that endures
Utilize technology to
define use cases for
typical scenarios
On-board
Personally
Inform and engage… and
be remembered
Get People Excited
More “why” than “how”
Simulate to
Stimulate
Always adopting” is a
mindset you need to
create
Build capabilities
that last

15
Our O365 Change Journey Approach
• Comprehend The Change surveys, interviews or
workshops.
• Mobilize A Force For Change Change Network or
Center of Excellence (CoE), Change Champions to
advocate the change
• Develop A Game Plan for rolling out a change campaign
for user adoption by business group, region or
demographic through the Change Strategy & Roadmap
• Journey With Users Through The Change introduce
O365 through a Change Campaign Video and co-
creating business-centric change journeys and tailored
learning bundles for impacted business groups
• Sustain And Monitor The Change Adoption by
tracking user adoption metrics for business value
realization
O365
Change
Journey
1
2
3
4
5
Change
Impact & User
Discovery
Change
Strategy &
Roadmap Change Campaign
Video
User Adoption
Metrics
Biz & IT
Digital
Productivity
& Adoption

Change Journey Approach for adoption and
measurement
The change management program is a journey from awareness to adoption through phases of the Teams roll out.
COMPREHEND THE
CHANGE AND IMPACTS
MOBILIZE A FORCE FOR
CHANGE
DEVELOP A GAME PLAN
JOURNEY WITH USERS THROUGH
THE CHANGE
SUSTAIN AND MONITOR
THE CHANGE ADOPTION
CHANGE NETWORK
MOBILIZATION
CHANGE VISION &
STRATEGY
CHANGE
PLAN
CHANGE
COMMUNICATIONS &
TRAINING TOOLS
STAKEHOLDER
ENGAGEMENT
CHANGE
MEASUREMENT
CHANGE IMPACT
& USER DISCOVERY
PLAN-ANALYZE

DISCOVER
WITH INSIGHT
DESCRIBE
WITH IMPACT
CO-CREATE
WITH AGILITY
SCALE
WITH EXCELLENCE
SUSTAIN
WITH IMPROVEMENT
Month 1 Month 2 Months 3-5 Month 5-6 Month 6+
• Deep-dive
discovery
through Org-
wide Change
Impact and User
Analysis
• Surveys
• Workshops
• Mobilize Change Network
• Governance alignment
• Develop Change Strategy
• Change Vision, Brand, Key Message
• Design User Adoption Roadmap
• Align change journey activities to
technical onboarding and roll-out
• High-level Value Measurement
Framework
• Create Change Campaign Video
• Business-centric Change Design
Workshops
• Value Discovery Workshops
• App Prioritization
• Value Measurement Design
• IT Digital Productivity Workshops
• O365 App Support Training
• Business Group- specific Metrics
Dashboard design
• Build reusable
communications and training
content development for
Business Group based on
tailored Change Plan
• Develop O365 User
Adoption Metrics &
Value Measurement
Framework
• Build Dashboard for
User Metrics tracking
with IT
• O365 Change
Impact & User
Analysis
• Change Strategy & User Adoption
Roadmap
• Change Campaign Video
• Business-centric Change Plan (for
each Business Group)
• Training Toolkit*
• Persona Based Videos
• In-Context User Support
• Microsoft IT/Service Desk
Support Documentation
• O365 User Adoption &
Value Measurement
Framework
• Metrics Dashboard –
Power BI
Sample Timeline for ActivitiesKEYACTIVITIESOUTCOMES/
DELIVERABLES
COMPREHEND
THE CHANGE
AND IMPACTS
MOBILIZE A
FORCE FOR
CHANGE
DEVELOP A GAME
PLAN
JOURNEY WITH USERS THROUGH THE CHANGE
SUSTAIN AND
MONITOR THE CHANGE
ADOPTION
PROJECT DELIVERY
CHANGE
JOURNEY

Comprehend the Change and Impacts
UNDERSTAND IDENTIFY & PRIORITIZE
CHANGE STRATEGY
& ROADMAP
• Review the organization’s current O365 environment and user experience
• Identify and analyze impacted business groups and user groups
• Potential Discovery Methods:
• Survey
• Interviews
• Workshops
• Identify change needs
• Identify communication needs
• Identify training needs
• Prioritize identified needs into actions for next step
Key Activities
Key Goals:
• Understand how O365 productivity and collaboration tools are
currently being used
• Identify and analyze the impacted stakeholder groups
• Capture the expected business value of O365 for employee
experience and business performance
• Determine how best to enable the change in the next steps
Discover the
stakeholders
Understand
the change
Elaborate change
impacts in user
experience
Uncover
moments of
change
Discover the change impact on users to gather insights and analyze specific needs of business
groups
• Develop Change Strategy
and Roadmap for O365
user adoption

Develop a Game Plan
User Adoption Roadmap
• Design User Adoption Roadmap based on Change Strategy
• Align change journey activities to technical onboarding and roll-out
• Define high-level Value Measurement Framework
• Develop Change Strategy and prioritized recommendations
• Craft Key Message and design for Change Campaign Video
• Co-create Dashboard solution with IT team based on org-wide Value Measurements
Key Activities
Change Strategy
Develop a Change Strategy and User Adoption Roadmap that lays out the journey for
adoption
Change
Vision &
Brand
Change
Network
Key Message
Value
Measurement

Mobilize a Force for Change
Inspire
Escalate
Collaborate
Support
Share
Gathering and
sharing feedback,
Co-creating user
experience with
program
Creating a positive spirit
Updating
workforce
on change
behavior change
Manage
Challenge
Raising
implementation
concerns
Deal with challenging
situations
Challenging
rumors with facts
Change Network goal is to…
support the O365 adoption goals and objectives by
championing the vision, encouraging engagement and
providing business support for ongoing adoption of
priority O365 apps.
A Change Network is…
a community of employees and
leaders who form a cross-functional
network in driving adoption.
• Mobilize Change Champions across key business
groups and regions
• Establish feedback loop to capture the Voice of
Employee
• Support alignment to overall O365 governance model
Key Activities
Invite the organization to drive meaningful and lasting change from within through a Change
Network

Journey with Users through the Change
Co-create tailored solutions adoption through cross-functional collaboration to solve business
challenges
Business-centric solutions powered by collaboration
with IT
• Change Plan contextualized to business challenges and user journeys
• Communications and training tools tailored to respond to day in the life
scenarios
• Breaking down silos between IT and Business Group through collaborative
workshops
• Creating awareness on how O365 Apps can solve specific business
challenges
• Supporting development of IT as a strategic Service Provider to Enterprise
• IT training through Train-the-Trainer for Business Groups and White Glove
User Training
IT Digital Productivity WorkshopsCampaign Video
• Design Change Campaign Video based on Change Strategy and
Key Messages
• Develop Change Campaign Video
• Deploy Change Campaign Video
• Facilitate Biz & IT Digital Productivity & Adoption Workshops
• Develop Tailored Change Plans for Business Group
Key Activities
User Journey Survey When to Use What Training Focus O365 App Demo

Communications Tools
Personalized and creative
communications content and tools
based on Personas
• Challenges
• Gamification
• Dynamic Content
• Infographics & Illustrative Content
• T-Minus Communications
• Feedback Mechanisms
Journey with Users through the Change
Training Tools
Robust and dynamic learning bundle of materials illustrating
day-to-day scenarios of new ways of working based on Personas
COMPONENT AUDIENCE
Persona-based
Videos
• Management team
• Key stakeholders
On-Demand In-
Context Tools
• Management team
• Key stakeholders
IT Service Desk
Support Docs
• IT Stakeholders
• Create reusable communications and training content for Business Group based on tailored Change Plan
Key Activities
Business-centric
Change Plan
Change Strategy
T R A I N I N G TO O L S
Content Panda
In-Context training within apps accessible on-demand
CoreView (formerly LightUp365)
Just-in-time learning videos based on individual
learning profiles
Design reusable and effective tools that are contextualized for business groups and user
journeys

Sustain and Monitor the Change Adoption
• Align user adoption metrics based on Value Measurement Framework based on specific business groups
• Setup Office 365 Adoption content pack Dashboard for user adoption tracking
Key Activities
• Visualize and Analyze Office 365
usage data
• Create custom reports
• Gain and Share Insights into
adoption and usage of O365 across
and organization’s regions and
departments.
Analyze
Business Group
Personas with
valid day in a
life usage to
identify feasible
target adoption
rates
O365 Value Measurement Framework
Efficiency
Productivity Competency
Effectiveness
Sales Quality
Satisfaction
Employee
Satisfaction
O365 User Adoption Dashboard
Value
Measurement
Framework
Realize business value for each business group and drive user adoption through analytics

At Avanade:
Getting ready for Teams - Infrastructure
2
• Network is the biggest challenge
• Completely different than Skype on-premise
• Quality of service in the traditional sense may no longer matter
• Optimize around internet access close to the user

Microsoft Teams at Avanade
Avanade + Accenture is one of Microsoft’s most mature implementations with 400,000 users
2
• One of first five Microsoft Teams
TAP customers
• First customer to reach 5,000+
users
• Now doing 1,200 meetings per day
on Microsoft Teams
• 16,000 1:1 calls on Teams every
month
• Teams is fully enabled for
collaboration with external
customers and partners
• Custom training for Teams based
on persona (e.g., how to use for the
sales team)
Usage Metrics (past 28 days) Key Metrics
320
9800
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Teams Only
Upgrades
Remaining
Teams Only
3808
9174
5427
11188
-4000 1000 6000 11000
Mobile
Desktop
Skype & Teams Client
Skype MS Teams
6821
4279
Active Users*
Inactive
7531 Teams
* in past 30 days used Teams chat more than once and
participated in more than one Teams meetings

Avanade Skype to Teams Journey
2
• Trend: Meetings are moving to Teams
because of better audio/video
experience
• Trend: IM conferencing is moving to
Teams because of richer experience (e.g.,
channel messages)

Migration to Teams Lessons Learned
2
• Change Management approach can accelerate or impede MS Teams deployment
• Focus on value to end users (efficiency and effectiveness)
• Skype for Business to Teams migration is not a simple technology migration,
understanding different use cases like sales, HR, operations, etc. is critical
• Build transition waves based on user persona (functionality required and change readiness)
• Establish go/no-go criteria for each transition wave
• Technical and user readiness planning and implementation should happen in parallel
• Migration "end state" is temporary – Teams will continue to evolve

29
Remember Employee Experience: 5 Key Facets
PROCESS
The way in which employees
accomplish their day to day
work.
BEHAVIOR
Shaped by the culture, this is
how employees respond to
specific work situations or
circumstances.
INFORMATION
Knowledge and information
that enables an individual to
do their job and meet
relevant performance KPIs
CONVERSATION
The process of exchanging
information via in person
communication and/or with
chat bots on digital channels
TECHNOLOGY
The ability of a company’s digital tools to support employee processes, behaviors and information exchange
Supported by

Thank You
@ImJillHannemann
Jill.Hannemann@Avanade.com

Creating Change Journey to Office 365

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