Fostering End-User Adoption with OCM

When organizations implement a new technology, the IT department can get overwhelmed during deployment. This is because they are also working on other projects and conducting their regular day-to-day work. They often feel like they are fixing the plane while flying it.



It is difficult for the IT department to succeed in deploying a new environment. The tendency is to focus only on deployment as a measure of success. Even though it’s critical to have a seamless technical deployment, there is more to making a digital transformation successful. There are several layers of achievement to be able to claim true success.



Merely deploying a new technology may not be enough to succeed. Our data shows end-users want more than an upgrade; they need understanding. Adoption is the second step.



One of the goals of OCM (Organizational Change Management) is to foster end-user adoption by putting all the stakeholders around the table (IT, end-users, leaders, business liaisons and champions).


Building the right strategy requires having an agile methodology that always starts with an assessment.

Interviewing stakeholders helps tremendously to better understand your team’s needs, potential resistances and future benefits.

Having this discussion with IT is the first step to creating dialog and alignment between IT and the end users. It’s reinforced when you include governance decisions, so everyone can understand each other’s priorities and constraints, to make the best compromise and get everyone’s “buy-in.” The IT department becomes a partner for the business rather than a roadblock or a resource.

When deploying technology, it’s essential to keep the dialog open between IT and end-users, not only about their current issues, but also guiding each other on how to leverage the new technology for day-to-day business (use cases).

For that reason, it’s key to have a champions program to scale the change and optimize the investment for everyone.




Being able to educate and inform champions ahead of time creates a trust between IT and end-users. It establishes a constant dialog that allows an organization to adjust to the plan, share best practices, debunk myths, answer questions quickly and create a sentiment of common purpose which ultimately leads to momentum.

It is highly beneficial for the IT department to be involved in an OCM program. It leads to better alignment with the business, understanding everyone’s constraints and priorities and open discussions on the best solutions.

It also reduces frustrations from end-users who did not understand why and how decisions were made. This influences a company to move away from a culture of assistance to a culture of end users being dependent on themselves.