Implementing new

ways to reach out

The Challenge

An organization’s internal teams (IT, Finance, HR) had no clear system or process for how employees could reach out with questions, concerns, and requests for help.

The Process

Introduced new ways of collaborating to internal team members.

Built solution upon an existing system to minimize cost and risks of adoption.

Focused on defining how to measure success.

Focused on early risk identification and ongoing mitigation.

Established strong documentation to educate employees, and open channels for feedback.

The Tools

Mural, to facilitate the various change definition and implementation workshops.

Jira, for the team to collaborate on action items once the change was agreed upon.

Change approach inspired by the Lewin framework (unfreeze, change, refreeze), and the 7S Model (Structure, Strategy, System, Shared Values, Skill, Style, and Staff).

The Outcomes

Reduced incorrect requests by 75% in the first two quarters post-launch.

Clear action items and task ownership across the team.

People reported that they no longer had to “check first” in Slack to find out where they should be directing their request.

Overhauling the employee engagement survey