Our Work
Activating tech adoption with human-centered change
National blended health enterprise
The Opportunity:
The client was transitioning to a centralized HR services model, self-service center, and unified data platform. They needed to socialize and adopt this change across two different engagement groups in very different environments: office-based payer employees and highly mobile hospital staff.
Our Approach:
We worked with client leaders to integrate change with strategic and operational timelines, select and utilize a digital adoption platform to train end users, and implement two different engagement plans that supported the unique working norms and cultural needs of each customer base.
Results:
With our help, the HR Services redesign and implementation reduced annual HR cost to serve by 33%, increased HR customer satisfaction by 12%, and finished 3 months early after a flexible and customer-centric socialization.
Balancing standardization and market nuance with change readiness
Fortune 50 national healthcare organization
The Opportunity:
To simplify and standardize provider data management, the client wanted to retire
several intake channels and implement an enterprise- wide data portal. However, market-level variation in technological capability and regulatory restrictions challenged adoption.
Our Approach:
We partnered with the client to provide embedded change leadership support, discover and clarify readiness needs for regions with significant capability gaps, and drive enterprise- wide adoption with market- level nuance.
Results:
Our work prevented significant provider
abrasion, improved efficiency of adoption, and supported planned cost savings for the client.
Cultivating commitment to rapid automation with ideation
National blended healthcare enterprise
The Opportunity:
The client was conducting ideation sessions with employees to identify new
opportunities for automation and operational innovation in healthcare
and delivery. But with a historically conservative approach to innovation and
employee listening, the client needed to shift toward a culture of collaboration and engagement.
Our Approach:
We worked with client leaders to integrate change with strategic and operational timelines, select and utilize a digital adoption platform to train end users, and implement two different engagement plans that supported the unique working norms and cultural needs of each customer base.
Results:
Building both ideation capability and
understanding of automation, we helped
activate employee commitment to identifying opportunities for innovation
in healthcare. One year later, a series of employee-identified medical imaging
solutions drove millions in benefits, liberated technologist time, and improved quality and efficiency of patient care.
Translating product updates to user-centered readiness
Fortune 50 national healthcare organization
The Opportunity:
The client was maturing an automated tech product over several monthly releases. However, adoption suffered from a waterfall approach to change, low user
awareness, and a product- centered release management process.
Our Approach:
We worked with client leaders to build agility, deliver product training, and
institute a holistic, user- centered release analysis and communication process.
Results:
Our user-centered release process doubled adoption of the tech product and increased clarity and consistency during a constantly shifting release
cycle. Also, the ~1,830 users who received our training reported an average confidence measure of 4.5/5.
How people-driven change supports outcomes-focused transformation
National blended health enterprise
The Opportunity:
The client embarked on a five-year journey to reinvent the health experience, optimizing organizational structures to drive efficiency and leveraging innovative technologies to modernize care. They needed a partner to support each change and lead their overall enterprise transformation.
Our Approach:
TSI supported the client to:
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Enhance short term project delivery with Readiness & Adoption, our people-centered approach to change
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Encourage employee innovation with a universally accessible tool library and digital ideation challenges
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Cultivate commitment to long-term transformation with a community activation strategy that combined communications, content marketing, learning, and change
Results:
We did the work that made our client’s work better. Over five years, we supported
operational efficiency projects that drove
$639M in gross profits, automation initiatives that liberated more than 1.5M hours of work, and the overall transformation initiative that drove $1.2B in total financial impact
Want to learn more? Download the full case study here
Increasing insight with employee sentiment surveys (Ongoing)
PE-backed HVAC, plumbing, and electrical services provider
The Opportunity:
The client is in a period of rapid growth and brand acquisition. They want to
better understand the ongoing experience, needs, and sentiments of their growing employee base across an increasingly complex structure of
brands.
Our Approach:
Each quarter, we design and deliver an employee engagement and sentiment
survey with 9 quantitative statements and 1 open-ended question. Then, we
analyze the quantitative responses by various organizational, role, and employee characteristics, and we use theme coding to map open-ended responses to broader opportunities and
challenges. Finally, we guide leaders as they use these findings in their ongoing culture evolution efforts.
Results:
Our clear, crisp survey approach is easy to
complete, repeat, and scale. Our focused and confidential analysis has uncovered substantial insights and opportunities
for leadership to explore and pursue.
With an open, curious, and collaborative approach, we build trust with leaders and
develop their ability to drive engagement in their own brands.
Planting the seeds of change with trust and curiosity
Mid-sized employee benefits and absence management provider
The Opportunity:
After a period of rapid growth in scale and complexity, the client wanted to take stock of company culture, reimagine the employee experience, and chart a path toward more intentional engagement and retention.
Our Approach:
We worked with HR leaders to lead a three-phase approach to exploring and
reimagining culture. We conducted discovery interviews with senior
leadership and managers, facilitated an immersive off- site to bring key insights to life, and crafted a roadmap that integrated HR, strategy, IT, engagement, marketing, L&D, and culture work into a
single three-year timeline.
Results:
Our curious and empathetic approach to facilitation created the safe environment people needed for honest reflection and candid conversations. And while the full impact of our culture work is still taking root, the relationships we formed
with key leaders have generated immediate insights and impact – on both sides of the partnership.