HR Services Platform Adoption
At a Glance:
Client: One of the largest blended health organizations in North America
Challenge: Socialize & adopt a centralized HR service model across two separate user groups
Approach: Use design thinking to support the unique working needs of each customer base
Value: 33% reduction in annual cost-to-serve, 12% increase in HR customer satisfaction
Challenge
The client’s decentralized HR functions were difficult to navigate, out of touch with customer priorities, and they earned low-to-average performance ratings. To mitigate these challenges, the client was transitioning to a centralized HR model that…
However, two very different customer groups needed to adopt this new model: office-based insurance employees and highly mobile hospital staff. The client partnered with TSI to develop and deliver a change strategy that supported both user groups in their working environments.
Approach:
With time-honored tactical expertise, we integrated key stages of change readiness (awareness, understanding, commitment, and adoption) with strategic and operational timelines. Embedding change tools and strategies throughout the project’s build and development, we drove efficient change that enhanced operational goals and added independent value.
At the same time, we used flexible design thinking to develop two different engagement plans that supported the unique working norms and cultural needs of each customer base. For Phase I, we directly engaged with office-based employees using interviews, learning forums, and frequent feedback loops to co-create a high-touch change journey and cultivate commitment.
For Phase II, however, we pivoted to proxy teams and need-to-know communication to match the hospital employees’ need for speed and agility in their high-stakes, highly mobile environment.
Balancing tactical operations with customer-focused implementation, our work activated efficient and enthusiastic adoption with two radically different customer groups - with equal levels of success.
Value:
With our help, the HR Services redesign and implementation:
Reduced annual HR cost to serve by 33%
Increased HR customer satisfaction by 12%
Finished 3 months early after flexible and customer-centric socialization