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In for the Long Term: Maximising AdoptionJeff Little – HR Change and Transformation Leader

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Background to Workday implementation

• SAP implemented in 5 of 46 Countries• Each implementation varied to suit Country• Organisation moved from a Country model to a Global Business Model• Functionality increased by “adding” 3rd party systems

• Voice of the Customer• “Business is hampered by lack of accurate people data and systems that

don’t talk to each other”• “HR moved activities to managers without consultation or training“• “HR is not geared up to support the existing people challenges and our

global growth agenda” • “We know their age profile and diversity, but don’t know their

qualifications and capabilities … we make decisions blind”• Implementation Scope

• All Countries, all employees (excluding recently acquired), same Day• All HCM & Compensation functionality

(with PDR, Time & Absence, Merit following in line with Calendar)

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Adoption starts when you select the Technology

• Users have high Expectations of Usability• Smartphones / Apps• “Make it as easy as the John Lewis website”• Never forget - Users have the choice to adopt or not !!

• Is Intuitive really “Intuitive”?• Sales People make it look easy – they do it every day!• Beware the word “Powerful” – it means “Hard and Difficult”• Will you make it easier for your back-office or the infrequent

user?• What support infrastructure do you need?

• What users expect continues to develop• Will your new technology continue to develop and keep pace?• Will you be able to afford to keep pace?

• Be clear on what your stakeholders want from this investment• “What have you got to prove?”

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Adoption is determined during Design• Create Guiding Principles for the Design

• Capture what each stakeholder group needs• Strong governance to deal with conflicts and dilemmas

• Engage Global teams in the design from day one• Don’t develop in “Head Office” and export

• Control “localisation” to “legal & regulatory” only• Consistency makes communication and adoption easier

• Establish your Support Strategy during Design• Each Stakeholder group will be different

• The “functional experts” are not normal users• Ensure the “Voice of the User” is loud

• Include the Users in your “Testing”• Let people test the system as if it’s their 1st day live• Test your support packages at the same time

Ensure the Design delivers the Stakeholders Needs

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Adoption is delivered during Implementation• Adoption is driven by changing Behaviours

• Focus implementation on Behaviours - not the technology• Communicate when the Stakeholder NEEDS it

• Don’t communicate too early• Use the “Change Curve” to check where you are

• Never ask someone to communicate something they haven’t experienced• Give early access to the technology to those communicating• Allow learning through experience - Guide it

• Create a Change Implementation Network• Share what needs to be achieved and get their ideas

• Make Local teams responsible for Adoption• They know their people and they know how to get adoption

• Co-ordinate, don’t dictate communications• Local teams tailor communications, but stay consistent

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“Real” Adoption is determined after Go-Live• Go-Live is not the end, but the beginning !

• Keep Governance in place• Plan release of functionality to increase Adoption

• Too much, too soon leads to paralysis• Too little, too late leads to apathy

• Listen to the Users • What don’t they like? What do they want to see next?• Plan new functionality and changes around this

• Keep support materials up to date• Do you know what people are using?• What is causing the calls to your help desk?

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Where are we now?• Adoption (regular users) is at 58% of our

total population with access • Our best case expectation was 65% after 2 years• Opportunities to increase through improved

accessibility • Meeting the expectations of the Users

October November December January February0

5,000

10,000

15,000

20,000

25,000

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35,000

40,000

8,149

16,62518,859

20,908 23,502

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