Change management
An integrated adoption plan so new systems and processes are used, not resisted.
ADKAR readiness by team
Example · scores from a readiness survey, 1 to 5
| Team | A | D | K | A | R |
|---|---|---|---|---|---|
| 5 | 4 | 3 | 2 | 2 | |
| 4 | 2 | 2 | 1 | 1 | |
| 5 | 5 | 4 | 4 | 3 | |
| 3 | 3 | 2 | 2 | 1 |
Operations: barrier point at Desire Off track
Involve people, address what they lose, and let managers lead the conversation.
What we build
Where we support change
We plan and run the people side of your change: impact assessment, sponsorship, communication, training and reinforcement, so new systems and processes are adopted and sustained.
System go-lives
ERP, CRM or other platform launches that change daily work for many people.
Process changes
New ways of working, policies or organizational structures.
Digital adoption
Raising use of tools that were launched but not taken up.
Mergers
Bringing teams onto shared systems and processes.
Restructuring
New roles, teams and decision rights, introduced with clear communication and support.
How to get started
Three steps to a plan for change management
- 1Tell us what you needUse the project form or book a call. A few sentences about the goal is enough to start.
- 2Free technical consultationWe go through your goals, users, existing systems and constraints with you.
- 3Your planA detailed plan covering the right tech stack, architecture, timeline and budget. Then you decide.
How it works
Readiness, team by team
Our readiness survey scores each team on the five elements of change (ADKAR). The first weak element is where we focus.
AAwareness of the need for change
DDesire to take part and support it
KKnowledge of how to change
AAbility to put it into practice
RReinforcement to make it stick
Barrier point
Knowledge
Role-based training on the new process and tools, with guides and examples.
Work on later elements won't stick until this one is addressed.
Score each element from 1 (not at all) to 5 (fully), as in our readiness survey.
Plan the engagement
We rate each group for power and interest, which sets how we engage it, and for how far it has come through ADKAR, which sets our next action. Choose a group and change its ratings.
Stakeholder engagement plan
Example: a new case management system · change a rating and the plan updates
| Group | Approach | ADKAR | Frequency |
|---|---|---|---|
| Manage closely | ADKAR | Fortnightly | |
| Keep satisfied | ADKAR | Monthly | |
| Manage closely | ADKAR | Fortnightly | |
| Keep informed | ADKAR | Weekly | |
| Manage closely | ADKAR | Fortnightly | |
| Monitor | ADKAR | At milestones |
in place barrier point: the first element not yet in place
- Keep satisfied
- Manage closely
- Monitor
- Keep informed
The power/interest grid sets how each group is engaged. Numbers follow the rows of the plan: 1 sponsor, 2 CFO, 3 team leaders, 4 frontline staff, 5 IT and security, 6 other departments.
Frontline staff
Owner: Team leaders, with champions
ADKAR elements in place
Communicate often and give them ways to feed back.
- Channel
- Team briefings, demos and change champions
- Frequency
- Weekly
Next action: Awareness
Explain why the change is needed, from the sponsor first and then from their own managers.
Our approach
How the work runs
Assess impact
Who is affected, how much, and how ready they are.
Sponsor and network
Active executive sponsors and a network of change championsPeople within affected teams who support peers and feed back concerns..
Communicate
Why, what and when, through the right channels at the right time.
Train and support
Role-based training, guides and support at go-live.
Reinforce
Measure adoption, recognize progress and remove the old way.
What we'll need from you
Having these ready keeps the work moving.
A sponsor
An executive who champions the change visibly.
Managers
Leaders of affected teams, briefed and involved.
Champions
Volunteers from affected teams to support peers.
Project plan
Milestones and go-live dates to align with.
Who's on the project
Our team, working with sponsor and champions from yours.
Your side
Our side
Change lead: Owns the change strategy and plan.
Services
Change management services
Readiness and impact assessment
Who is affected, how much, and how ready each team is.
Sponsor and stakeholder engagement
A sponsor roadmap, a stakeholder plan and a network of change champions.
Communications and training
Messages, materials and role-based training, timed to the rollout.
Adoption and reinforcement
Go-live support, adoption dashboards and reinforcement until the old way stops.
Deliverables
What you receive
Each deliverable is signed off at the gate that closes its phase. Click one to mark it accepted.
In your hands
What the documentation looks like
Every project ends with documents your team can run with. Here is an excerpt of one of them.
New case management system
Stakeholder engagement, weeks 1–12
| Group | Approach | Frequency |
|---|---|---|
| Sponsor | Steering meeting | Fortnightly |
| Team leaders | Briefing and toolkit | Weekly |
| Frontline staff | Champions, demos, training | Weekly |
| IT and security | Design reviews and sign-off | At milestones |
Measuring success
How success is measured
What we report on in change management projects. Which measures apply, and their targets, are agreed with you at the start.
Benefits register
Adoption rate
The share of people using the new system or process as intended.
- Data from
- Usage data from the new system, by team
- Measured
- Weekly from go-live
The baseline is taken before anything changes; targets are agreed at the first gate.
Adoption tactics, group by group
We plan tactics for each group as adoption grows. Move the adoption level to see which group you're reaching and what we do for them.
Now reaching
Early majority
About 34% of people
Show proof from peers: results, stories and training that fits their day.
Readiness check
Are you ready for
change management?
Five questions, about a minute. You'll see what to settle first and a sensible starting point.
Entry criteria: Change management
Give each criterion a status. The gate decides from all of them.
- 1.Is there an active, visible executive sponsor?
- 2.Do you know which teams are affected, and how much?
- 3.Are managers of affected teams involved?
- 4.Is there a go-live date and plan?
- 5.Can you measure adoption after go-live?
How to start
From first call to production
Start where you are. Each step ends with a decision, so you commit to the next one only when it makes sense.
Engagement roadmap decision gate
- Free technical consultation
- Current-state assessment
- Pilot
- Rollout
- Adopt and improve
Free technical consultation
One or two sessions
Talk through the goal, the users, the systems involved and any deadlines.
Delivered at the gate
- A clear view of scope and priorities
- A recommended next step
- A plan covering stack, architecture, timeline and budget
Estimate the value
What it could be worth to you
Enter your own figures. The formula is shown, and the estimate can go with your enquiry.
Value realized through adoption
Change management · your assumptions, with the formula shown
| Assumption | Value |
|---|---|
| $1,000,000 | |
| 55% | |
| 85% |
Additional benefit realized
$300,000
a year
Formula: Annual benefit × (adoption with − adoption without)
Add to my enquiryBuild or buy
When you don't need
a custom build
Part of the free technical consultation: when an existing product covers the need, we recommend it instead of a custom build. These are the options we weigh, alongside the tools you already have.
Option C: tailored
Recommended when
- The change affects how many people work every day
- Processes and roles change, not just tools
- Past changes met resistance
- Adoption must be measured and reported
Full scope
Technologies and standards
Chosen for your project
The adoption, communication and survey tools we work with. Choose one to see what we use it for.
| Tool | Used for | Best when |
|---|---|---|
| Digital adoption | In-app guidance and walkthroughs | A live system is underused or confusing |
| Digital adoption | In-app guidance, task lists and self-help | Training needs to happen inside the app |
| Usage analytics | Microsoft 365 usage and adoption insights | The change involves Microsoft 365 |
| Communication | Communities, announcements and Q&A | Champion networks need a place to meet |
| Surveys | Readiness and pulse surveys by team | Readiness needs measuring before and after go-live |
WalkMe: We set up guided walkthroughs for the tasks people find hardest, and measure where they drop off.
Readiness surveys
- ADKAR readiness surveys
- Qualtrics
- Microsoft Forms
- Microsoft Viva Glint
Planning
- Stakeholder analysis
- Change impact assessment
- Power/interest grid
Adoption
- WalkMe
- Whatfix
- Microsoft Adoption Score
Communication
- Microsoft Teams
- Slack
- Intranet
- Town halls
Back to the start of the programme
Customer experience
Programmes loop: what adoption teaches feeds the next assessment.
Previous: Application modernizationSteering committee packWorkstream 01
Customer experience
Assess phase
Start from the customer: which journeys break, where, and what it costs.
Questions
Common questions
about change management
What does change management include?
An impact assessment, a sponsor and stakeholder plan, communications, role-based training, a champion network, go-live support, and adoption tracking until the new way sticks.
When does change management start?
At the beginning of the project, alongside design, so people are involved early and the plan shapes go-live rather than reacting to it.
How do you assess readiness?
With a readiness survey by team on the five elements of change: awareness, desire, knowledge, ability and reinforcement (ADKARProsci's model: Awareness, Desire, Knowledge, Ability and Reinforcement, the building blocks of individual change.). The first weak element shows where we focus.
How do you measure adoption?
With usage data from the new system, proficiency checks and whether the old way has stopped, tracked team by team.
How is a transformation engagement priced?
Assessments and pilots are delivered as fixed-price engagements; rollouts are usually delivered by a dedicated team, wave by wave. The free consultation ends with a plan covering scope, timeline and budget.
More in Digital Transformation
How it connects
- Pairs withApplication modernizationEvery migration wave needs people to adopt new tools.
- Pairs withLine-of-business appsNew apps succeed only when people use them.
- Pairs withHuman-centred designInvolving people in design builds desire for the change.
Planning change management work?
Start with a free technical consultation: a detailed plan covering the right tech stack, architecture, timeline and budget for your project.
Start a project