Accelerating Technology Adoption Across Complex Organizations
Project Overview
As part of a comprehensive technology adoption initiative, MyDevice represented a groundbreaking program at our rail infrastructure client that provided employees with choice in their workplace technology. With plans to roll out 25,000+ Windows 10 devices while transitioning all personnel to Microsoft 365, MyDevice enabled individuals throughout the organization to select technology best aligned with their specific job functions while integrating collaboration platforms to drive more agile, adaptable and cross-functional team dynamics. Afiniti was brought in to lead the stakeholder engagement and communications necessary to successfully execute this transformative program.
The MyDevice initiative became even more critical when, just weeks into its highly anticipated rollout phase, the COVID-19 pandemic emerged. With nationwide lockdowns in effect, maintaining safe and reliable railway operations was essential to ensure essential workers could commute and critical freight could move. To support this mission, device deployment and technology adoption had to proceed uninterrupted, demanding robust communications and engagement for varied audiences, roles, priorities and technical skill levels.
Our Solution
Working in close partnership with the client, we:
- Created a precision-targeted, adaptive communications plan to educate and engage throughout device presentation and selection, pilot programs, communication workflows, nationwide deployment and the development and distribution of support materials.
- The communications plan utilized a phased methodology to educate personnel on the ‘what’ and ‘why’, engage them actively and motivate them to leverage this innovative new technology.
- Continuously evaluated the strategy and integrated stakeholder input, collaborating with the D&I lead consistently to ensure alignment with the client’s D&I standards.
- Leveraged a combination of digital communication platforms, print materials and in-person touchpoints to ensure a personalized experience.
- Utilized PowerBI to enable real-time reporting from multiple data sources, merging communications and engagement metrics with process and change indicators to build a comprehensive suite of people-focused dashboards.
Due to the pandemic, we modified the deployment approach and supporting communications activities, continuing to maintain streamlined processes for technology adoption while keeping people at the core. This included:
- Optimizing the premium customer experience with an additional customer journey: one for on-site and one for mail-based deployment.
- Revising all communications, from print materials to the primary MyIT site, while identifying alternative channels for on-site content.
The Award-Winning Impact We Achieved
“Afiniti listen and respond to what they’re hearing and bring creativity to shape visionary thinking. Moreover, their colleagues have the emotional intelligence, personality and confidence to challenge convention without losing their stakeholder audience.”
- Executed 84 showcases (in-person and virtual) across 50 locations, with specialists demonstrating the devices to approximately 10,000 employees.
- Built a 400+ member champion network from diverse roles and departments who assisted local users during implementation, helped maintain momentum and enhanced technology adoption.
- Created a powerful visual brand identity which distinguished itself and connected with different audiences while remaining on brand.
- Communicated the new ‘post-Covid’ deployment approach by producing 25 ‘how-to’ videos, a SharePoint ‘MyIT’ site, eBooks, podcasts, on-site and digital signage, direct emails, a customer support inbox, 4 briefing packages and positive user testimonials.
- The microsite generated over 300,000 visits within a year.
- $2M annual cost savings post program completion plus potential $1.6M annual savings through security and licensing advantages.
- Within a year of launch, 26,000 devices had been delivered with 26,317 people completing the selection tool.
This technology adoption program delivered immediate operational continuity during crisis while establishing a scalable framework for employee choice and collaboration, resulting in millions in cost savings and positioning the organization for sustained digital transformation success.
