Change Series: Onboarding 2.0 Self-Help onboarding
Objective: Standard process to have customer import templates back to the domain instead of us doing it.
Rational: Champion Empowerment and Long Term Retention
Learning:
- Stakeholder Management
In this process, we are working with leadership from both the Product and Services team. Recognizing individual stakeholders’ perceptions and priorities are quite important.
Services Leadership Priority: Customer Satisfaction & Retention
Product Leadership Priority: Recognize customer needs and prioritize our roadmap to deliver
Services Team Manager: Team members are aligned in our first priority, goal, and approach
2. Change Management
There are many pushbacks and fears around moving this change.
- Fear that product isn’t ready
- Fear that customers will feel frustrated about a bad experience
- Fear that PSC team is not supporting client
The effective way to deal with the change is this:
- Acknowledge fear and current gaps; Listen to each other
- Formalize a plan on how to introduce changes in a more palatable way to minimize the negative impact — Hybrid approach (partial controlled rollout)
- Introduce a plan to achieve both objectives: 1) minimize negative impact 2)start introducing changes slowly to get the necessary insights for the ultimate changes
3. Conflict Management
- Empathy: see each other’s goals, pain points, needs
- Communication: Align everyone quickly through centralized channel/messages
- Resolution: focus on the big pictures and timeline; not everything can happen at the same time. What are the overall goals, values & priorities everyone should get behind? Under this umbrella, break down the approach and the timeline of how different smaller goals can be achieved over time and why certain approaches are used (gradual rollout, hybrid approach, more hands-on for the change group). What are the critical considerations?
