Strategic support for global bank’s digital workplace delivery

This banking giant wanted to replace its old static intranet with a holistic digital workplace, acting as a communications hub and a route to access tens of transactional and line of business tools. 

We were tasked with supporting the internal team to deliver both the technology and associated business change. 

We began by understanding existing pain points for key user groups – in particular communicators. Acting as bridge between the internal team and both IT and a third-party supplier, we ensured platform configuration met user expectations, resolving these pain points as a priority. 

We developed a KPI framework for all stages of the programme and its launch campaign, so programme sponsors could report positive progress and retain key stakeholder support. 

Upskilling and building support for change among the 400-strong team of communicators were essential in embedding long-term use of the platform. We developed a series of training personas, identifying the learning needs for different groups. We then developed and delivered both instructor-led live training sessions and a suite of supporting assets. 

Throughout the programme, we supported the internal teams to build and maintain stakeholder support for change, with briefing packs and coaching. We worked with them to establish a network of change champions across the business, to drive awareness and build excitement about the change. 

The new platform (named Workplace) has been successfully rolled out in 90 markets, with usage exceeding targets and to positive feedback from users and leadership. We have since been engaged by the team for an additional phase of work to bring regulated staff onto the platform.