Case Study – User First

User First –
Change management

We partnered with Mondelēz International on User First, a three-year global strategic programme designed to provide colleagues with next generation IT support. This is a perfect example of taking a potentially dry subject matter and getting the necessary engagement and adoption through creative use of channels and communications, with content adapted to suit the different audiences. Deliverables included videos, infographics and chatbot demos.

SSON Impact Award 2020 – runner up
Engage Awards 2020 – shortlisted

The brief

One of our experienced change consultants acted as global lead, providing guidance to a range of senior stakeholders, as well as developing and delivering a change and communication strategy. This included identifying and assessing impacts on the organisation, people, processes and technology, as well as applying interventions to support behavioural shifts to implement and sustain a new way of working.

 

The challenge

The programme was broad and ambitious in scope, including streamlining a complex operating model and multi-faceted, non-uniform processes, as well as improving tools and functionality.

 

The approach

Our consultant applied our client’s change framework, including stakeholder review and analysis, change impact assessment, strategy development, engagement and measurement. To drive engagement and adoption we facilitated audience participation and utilised a range of appropriate channels, tailoring communications and learning activities.

 

The results

The change programme was successfully implemented, and feedback showed this had enabled better productivity and collaboration across the business, as well as an improved user experience with faster and smarter resolution of IT issues.