Customer Story - Driving Adoption for a New Event Registration Tool
A Fortune 150 company needed to retire its homegrown enterprise-wide event registration tool. A new solution had been selected, and leaders knew success would depend on more than just implementation. They needed employees to adopt the new tool so the old one could be fully removed.
Call For Help:
- The current tool was being discontinued, requiring a quick and smooth transition.
- IT and User Experience (UX) teams had little to no experience working with an Organizational Change Management (OCM) partner, and were new to incorporating OCM when defining current vs desired state .
- The project team was focused on a feature-by-feature comparison instead of the overall experience and the broader benefits of the new tool including improved reliability, security, and performance.
- Team members felt overwhelmed and uncertain about how to prioritize and prepare users for the change.
How FarWell Helped:
- FarWell advisor partnered with the product owner, IT, and UX teams to align on desired experience priorities, readiness and adoption needs.
- FarWell advisor partnered with UX design to launch a digital hub supporting event planners, featuring curated resources that guided research, success measures, communications, training, and ongoing adoption efforts.
- FarWell advisor introduced a model to guide key decisions, define use cases, and shape the user experience before building the change plan.
- FarWell advisor used that model to prioritize minimum viable product (MVP) functionality and create a tailored change approach.
- FarWell advisor developed and executed a six-month sustainment plan to maintain adoption through business and event cycles.
- FarWell advisor created an event planner community to champion the new tool and ways of working, share feedback, and collaborate on future enhancements.
- FarWell advisor provided ongoing guidance on key methods and topics for open adoption support sessions, while also coaching team members who led these sessions throughout the sustainment phase.
Results that Matter:
- All events after launch successfully used the new tool, allowing the legacy system to be retired as planned.
- Delivered an upgraded, intuitive experience that improved efficiency and user satisfaction for event planners and the registrants. The event planner community remains engaged and continues to co-create improvements with the project team.
