Project Meetings
The Customer Confirmations Sessions are walkthroughs of the configured tenant to show the customer how their requirements are translated into a functional system design within a “foundation” or “configuration” tenant.
Attendees:
Functional workstream leads
Functional SMEs
Key functional stakeholders
All project managers
Meeting Purpose:
To validate the configuration and ensure the "To-Be" vision is being met before moving into testing
Timing:
Architect & Configure (before the start of Unit Testing)
Change Management Value-Add
Why This Matters for Change Management:
Become the "voice of the end user" in technical discussions
Confirm process ownership
Identify adoption barriers before they're built into the system
Document any new change impacts that surface that may impact adoption readiness
Questions to Ask Yourself
Expand each section below:
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Which processes look "click-heavy"?
Where might users get confused or make errors?
How does this compare to what users expected?
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Is the client reacting positively or with concern when they see the live build?
What business rules or validations will feel restrictive?
What will require the biggest mindset shift?
CCS: Unlocking the Hidden Goldmine
Audiocast (4:59)
In this video, uncover why the CCS is the "sweet spot" of any implementation. Explore how to look past the code and find the "hidden goldmine" in user confusion.
The Change Impacts Capturing Session
About the Change Impacts Capturing Session
Request 30 minutes at the end of each workstream’s Customer Confirmation Session (CCS) to capture change management impacts for end users.
Use the time with SMEs to:
Capture or clarify any new impacts that emerged during CCS
Elaborate on high level change impacts captured during design or alignment sessions
Explain how change impacts will continue to be captured and tracked:
RAID log entries
Change impact logs (Excel, Smartsheet, etc.)
Change impact validation meetings
Benefits of Capturing Change Impacts at the End of CCS
Capture change impacts in the moment and while they are still fresh in the SME’s mind.
Build buy-in and ownership of these impacts with the functional teams. They are much more likely to provide updates to a list they’ve had input on rather than a list that someone else came up with.
Help frame design decisions through the self-service user perspective. For example, advocate for a simplified version of the job requisition business process for managers.
Highlight end user impacting decisions sooner rather than later. For example, how will the job requisition process work for managers that have large spans of control or that do large volume hiring?
Pro Tip:
Keep in mind that the functional consultant will focus on who CAN initiate a transaction. For change management you should focus on who SHOULD initiate a transaction. Get clarity on the expectation.
Use the Outcomes to Help You Identify:
The key business processes for end users that you’ll want to do a self-service experience map for. A self-service experience map is where you:
Break down the steps of a business process (e.g., Job Requisition) from the perspective of the hiring manager
Flag moments that matter and where the user may need additional support such as job aids, decision trees, help text, etc.
The key business decisions that will mean a change in policy, practice or process for end users. For example,
POLICY Change:
Other Change Management Input Examples
Testing Scenarios
The new end-to-end hiring process for managers will need to be tested
Training Scenarios
Position management will be a new concept for managers that must be explained
Key Messages
New expectations for managers may require additional sponsorship and coalition building
Preparing for the Change Impacts Capturing Session
Request to be added to each workstream’s CCS agenda.
Use the high level change impacts captured in the design/alignment sessions as starting points for agenda items.
Focus on the business processes should be initiated as part of employee self-service or manager self-service.
Hiring managers must now go through the job requisition process if the opening is for a union position.
Hiring managers used to be able to create new positions as needed. Now, new positions will require approval from a VP.
Hiring managers used to email the recruiter to open a job requisition. Now, managers will have to use Workday to initiate a job requisition.
PRACTICE Change:
PROCESS Change: