Case Studies: Our impact

Change & Transformation Initiatives

Do we want a summary statement about why we are successful in these scenarios, here?

  • Challenge: Enabling readiness for digital transformation portfolio

    Client: A large health insurance payer, focused on building and launching new digital capabilities.

    Approach:

    • Discovery sessions with system users to pinpoint pain points and desired improvements

    • Requirements gathering workshops targeting needs of diverse user groups

    • Guidance documents for system users

    • Internal and customer communications to raise awareness of changes and engage stakeholders

    • Scenario-based training modules to reinforce learning

    Results:

    • Increased system adoption by both internal teams and external customers

    • Strengthened alignment between system users, product owners, and developers

    • Greater emphasis on user-driven enhancements

  • Challenge: Addressing critical change resource gaps for major technology and AI adoption projects

    Client: A large health insurance payer, executing enterprise-wide transformation

    Approach:

    • Stakeholder intake and discovery to map the change ecosystem

    • Customer experience mapping with application to improve operations and implementation plans

    • Communications and activation initiative to generate awareness

    • Process walks to demonstrate changes and promote understanding

    • Readiness surveys to inform success of end-user activation

    Results:

    • Became trusted partners to the enterprise team, enhancing credibility.

    • Achieved smooth AI adoption without work stoppages.

    • Reduced need for post-launch office hours.

    • Boosted confidence in new ways of working.

  • Challenge: Transforming HR service delivery across multiple industries and regions

    Clients: Global leader in water treatment, large healthcare services clients

    Approach:

    • Discovery to assess customer needs, pain points, processes, staffing and cost baselines

    • Selection and implementation of new technology suite to support the new model

    • Redesign of organization including structure, roles, responsibilities, skills assessment and selection processes

    • Process re-design approach, facilitation and functional collaboration stragegy

    • Accountability mapping & transition enablement

    • Functional and organizational readiness and launch for service model, process and technology changes

    Results:

    • Improved job and internal customer satisfaction, as well as engagement

    • Process Walk sessions elevated awareness handoffs and downstream impacts across teams and customers

    • Program delivered on budget and on time, in line with capital commitments

    • Governance and change approach adopted across enterprise going forward

  • Challenge: Leading change for critical infrastructure in a highly regulated, complex market

    Client: A large health insurance payer

    Approach:

    • Discovery using variety of approaches to highlight areas needing attention

    • Formed & facilitated 28 readiness teams across business lines; continuous engagement to gauge and advance needs

    • Migration hub for updates, resources and learning challenges

    • Process walks to support process design, testing and learning at relevant times

    • Bi-weekly pulse monitoring of progress and issues

    Results:

    • R&A Partners recognized as ambassadors and influencers, connecting teams across very large, complex organization with fractured trust

    • Weekly touch points facilitated more transparent approach to information sharing and Q&A

    • Migration home page garnered over 4,300 views; 175 questions answered

    • 30+ hours dedicated to process walks and resolution tracking

    • High engagement in surveys and process walk sessions

    • Status and trends shared with the Operating Committee to inform planning & adaptation

  • Challenge: Embedding change management skills to accelerate organizational transformation

    Client: A large health insurance payer

    Approach:

    • Customized change methodology using our approach and tools to enhance existing organizational practices

    • Trained change, communications, and learning teams in new approaches

    • Educated project managers and leaders using real work examples to build capability for strategic initiatives

    Results:

    • Over 300 people trained and using common language and set of tools

    • Increased efficiency and consistency across change initiatives through reduced cycle times and improved change planning processes

    • Enhanced trust and co-creation, saving rework time and effort

  • Challenge: Using journey mapping to improve employee and provider experiences

    Clients: Multiple.  Global leader in water treatment, insurance payer, healthcare clients, and a patient advocacy organization.

    Approach:

    • Employee onboarding and engagement journey mapping to identify improvement areas

    • Patient journey maps to pinpoint critical moments and support needs

    • North Star for technology adoption and readiness experience; alignment of all groups to work toward same goals

    Results:

    • Fostered collaboration and unified vision for key projects and investments

Operational Effectiveness Initiatives

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  • Challenge: Preparing for learning transformation and digital adoption acceleration using WalkMe

    Client: A large health insurance payer, large healthcare services client and WalkMe

    Approach:

    • Governance and organizational design to structure new accountabilities related to content on user desktop (instead of LMS and classroom/webinar-based learning efforts)

    • Readiness strategies to identify and address rollout gaps

    • Ideation and prioritization for process and workflow improvements to be addressed

    • Content and video development to drive excitement and adoption for rollout

    Results:

    • Accelerated outstanding actions for launch

    • Successful campaign and prioritized build plan

    • Governance approach implemented

    • Reduction of webinar-based and LMS-based learning content production, testing and modification time

    • Avoidance of time away from patient care to attend training for hospital-based staff, as well as all time required with supporting logistics

  • Challenge: Implementing a comprehensive HR services platform

    Clients: Water treatment leader, healthcare clients

    Approach:

    • User needs, current processes and technology assessment

    • Selection and implementation of new platform

    • Best-practice process design approach for alignment and buy-in

    • Inventory of all change impacts;  sizing and scope used to develop readiness plans and engagement actions

    • Preparation and training for both internal users and customers

    Results:

    • Efficient and effective adoption of new technology and processes

    • No classroom training required for health staff

  • Challenge: Driving process alignment and innovation via collaboration

    Clients: A large health insurance payer, healthcare services client.

    Approach:

    • Ideation sessions to understand, prioritize and design resolution possibilities for user pain points

    • Process walks for User Acceptance Testing and pre-launch training

    Results:

    • Operational innovation and improved collaboration

    • Process walks increased awareness of value and completion

  • Challenge: Redefining engagement between markets and operations

    Client: A large health insurance payer

    Approach:

    • Mapping issue ecosystem and process breakage points

    • Redesign of role accountabilities and efficiency/effectiveness opportunities

    • Workshops to identify possibilities, need and resolution opportunities

    • Construction of and alignment to singular source of truth documentation and ongoing governance and maintenance accountabilities

    • Comprehensive playbooks and project tracking systems

    Results:

    • Improved alignment, project management, interdependence and trust across teams

  • Challenge: Integrating change accountability, user impact and change readiness into product release processes

    Client: A large health insurance payer

    Approach:

    • Release process and downstream impact on interdependent ecosystem groups/members analysis

    • Data errors relation to change management gaps tracking &sharing to build awareness of root causes

    • Product release role redesign to bring earlier awareness of end-user impacts

    • Hire and train new change roles

    • Collaboration structure design & implementation to improve information sharing across teams,

    Results:

    • Reduced inefficiency in meeting structures and lack of clarity on interaction model across teams

    • Effective role development, introduction and adoption to release and learning structures

    • Optimized release awareness and process understanding

  • Challenge: Developing skills and standardizing processes to enable seeing “customer back”

    Client: A large health insurance payer

    Approach:

    • Human-centered design learning integrated into organizational learning and product/process/experience design key points and milestones

    • Product user groups and ideation connected to technology planning and design cadences

    Results:

    • Enhanced data and systems infrastructure efficiency

    • Promoted openness to standardized processes across markets

Value Realization Initiatives

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  • Challenge: Analyzing turnover and engagement to drive business performance

    Client: Multi-market provider of essential residential and commercial services

    Approach:

    • Customized, consistent quarterly engagement surveys across partner businesses

    • Deep turnover analysis to identify patterns and underlying causes

    • Personalized business strategies and insights connecting current and future performance

    • Tools and capability support to enable leadership understanding and ability to forecast and act

    Results:

    • Pinpointed and measured the effect of high turnover and low engagement with relevance to maturity point, size and unique challenges of each business

    • Enabled targeted, actionable interventions for improvement