Context / Issue

A global organisation was undergoing a major system upgrade that significantly changed business processes and ways of working. The rollout triggered unexpected training gaps and persistent system errors, leading to business disruption and a loss of user confidence.

Our approach

We quickly cut through the complexity by using system data to pinpoint the most persistent issues and the users struggling most. Then, we worked directly with users across the US, Sweden, and the UK, along with local trainers, to get a clear, grounded view of what was going wrong and why.

From there, we developed a pragmatic and user-driven engagement process, creating tailored self-help materials that responded directly to real challenges. At the same time, we aligned training team practices, introducing common standards and a clear organisational structure to support sustainable delivery.

Benefits realised

User confidence began to return, system disruption reduced, and the business now had a fit-for-purpose process and support structure to ensure those improvements would last.