Posted: 30 Mar 2021 13:08 EDT Last activity: 13 Apr 2021 20:21 EDT
Ask the Expert - Pega Express - The Adopt Phase
Join Bandita Joarder @BanditaJoarder and Iain Tollemache @IainTollemache as they answer YOUR questions in our final Ask the Expert series on Pega Express: The Adopt Phase.
Gather your questions now, save this to your Favorites and be prepared to join us for our 1-week session April 5th - April 12th here in the Pega Collaboration Center!
Bandita Joarder is a Senior Director who leads the Pega Express Team, who have developed and refined our approach using input from the field, product, our partners, and our clients to ensure success. Prior to Pega, Bandita was Director of Business Programs, Adoption and Change Management at Microsoft where she spent nearly a decade managing a portfolio of client adoption services, enabling field teams on enterprise strategic practices worldwide. Before that, Bandita worked for several technology and consulting firms—including McKinsey & Company, Sapient Corporation, SAP, and Thomson Reuters. Bandita graduated from MIT in Mathematics with Computer Science, audited courses at the London Business School, and is a Prosci change management certified instructor.
Iain Tollemache is a Principal Client Success Manager (CSM) who works in the UK looking after client success for clients in the Public Sector. Iain has been a part of Pega now for 14 years initially working as Pega Delivery Lead and then helping clients with self-sufficiency, standards and best practices forming community of practices / centre of excellence in his role as Enterprise Advisory Consultant. As CSM Iain helps clients with change management, adoption of best practices, innovation and product knowledge and delivering solutions that are quickly adopted by the users with great user experience to realise the benefits and outcomes desired. Key to this is how Pega Express defines upfront, day 1 go-live and ongoing adoption and value realisation and continued improvements on subsequent Minimum Lovable Products (MLP).
Message from Bandita and Iain:
Hi Everyone, we are excited to be answering your questions about the Adopt phase of the Pega Express approach!
This phase is where all your hard work comes together, you finalize your business readiness activities, you go live and then monitor your application to confirm it achieves your original business outcomes! Hopefully along with a good celebration you should also start to firm up your next release minimum lovable product. It’s a very busy phase so we look forward to hearing from your and responding to your adopt questions!
@RalphBooth Thank you for a great question! First and foremost, identify the target audiences for the change. Different groups within the organization can be more or less excited, or more or less impacted, by the same implementation. And don't forget your system administrators or IT support - they are affected as well.
Then, work to ensure the leaders of those groups understand, are on board, and know what to do for the changes to maximize in benefits. If a leader isn't supporting their people to understand and learn the new system, the people are naturally prone to deprioritize the work. If we build these leaders into a network of champions, people see that the new system is supported from many points of view.
Finally, don't wait until a few weeks before going live - start this work NOW. The sooner people are on board with the new solution, the more excited everyone gets, and also more ready to reap the benefits.
@BanditaJoarder what are some of the things that teams can prepare for to help make sure a relevant focus happens throughout the prepare and build phase on that critical adopt part? We all know how fast paced agile development can be, how can teams make sure that they keep front of mind the changes they they want to see as an organization,? i
In particular the behavioural changes that will need to happen to achieve their outcomes, are there signals that can be used to orient the teams to help them understand they are on the right track and increase their confidence for when they get to Adopt?
@Glen Finch Thank you, great question! The Pega Express mindset is to be human-centric and keep the intended implementation outcome in mind. Too often, we are in the midst of the 'process' of building technology. For each user story, case developed and tested, we must refer back to the intent of why something was being built, not just what we are building.
One of the simplest tools to help is the Day 1 Live Plan - I encourage teams to frequently refer back to it to understand how that day will occur in reality. If scope is suggested that deviate from that vision, the implementation can get off track while introducing complexity and risk. Another great time is during sprint reflection - are we building what the users need? Will it have the outcome we desire? By keeping the user in our minds, we are most likely to deliver something we value, and they love.