A phased learning strategy for a nationwide platform change

The challenge

As Westland expanded nationwide, branches worked with different systems and processes. Moving everyone to one cloud-based platform would only succeed if employees were supported through the change.

• Employees had very different levels of comfort with digital tools
• Workflows varied significantly between regions and teams
• A large number of people had to be trained within logistical limits
• Some processes were undocumented and hard to learn

The approach