The challenge

A global supplier of information and software solutions wanted to replace their HR case and content management system. Case management processes were inefficient, and information was difficult to find. To improve the user experience, they asked Change Associates to support the implementation of Workday Help.

What we did

Built a change strategy and implementation plan with timescales and KPIs and conducted a change impact assessment to understand how people, processes and systems needed to change.

Established change networks of managers, employees and HR professionals to advise on the design, implementation, communication and training of the change, and act as ambassadors to help promote the new system to colleagues.

Worked with Workday to develop the prototype. Alongside the design, build and test of the system, we briefed works councils, engaged senior leaders, managed content creation, designed training and managed the change networks and communication plan.

Led service rehearsals, simulations and problem-solving activities with members of the change networks. These helped familiarise people with Workday Help and identify issues before go-live. We then conducted launch readiness assessments against key criteria, supported by a detailed cutover plan and hypercare support for the first six weeks following the launch.

The result

• The global launch was a success, with the client commenting on the strong project management, a well-executed plan and a smooth go-live.

• User adoption at all levels exceeded those of the previous system within one week.

• Increased employee engagement and satisfaction, measured by CSAT surveys.

• Improvements in the quality and ease of access to content and more opportunities for content localisation.

• Case management performance data improved and was more widely available.

• A continuous improvement mindset was embedded as the internal Workday team took ownership of the new solution.