Driving organization-wide change with human-centered  design

Customer-focused change approach activates employees and catalyzes adoption

Project Summary

Client: One of the largest integrated health care delivery and financing systems in America

Challenge: Prescribed and inflexible change methodology obstructed cross-functional HR redesign

Approach: Integrate flexible, human-centered change with project strategy and operational timelines

Outcomes: Contributed to 12% increase in HR satisfaction, efficient implementation, activated employees


The client wanted to implement a single HR self-service center and centralized data platform across its enterprise. However, outdated change management threatened adoption. The system:​

  • Obstructed project completion by starting work at the end of implementation ​
  • Generated resistance by excluding employees from the change design process​
  • Forced unwieldy change through a prescribed and inflexible methodology


Lumevity worked with client leaders to develop a new approach to change design and delivery. Readiness and Adoption: ​

  • Directly and continuously engaged with enterprise employees to design human-centered change  ​
  • Expanded scope of ‘change management’ to integrate change design and adoption with project strategy and operational timelines​
  • Utilized flexible tools to adapt to the unique needs of each change ecosystem



Increase in overall customer satisfaction with HR

<10 months

For total change design and implementation

Activated Employees

From flexible and humancentered change model

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