Lack of effective communication is one of the key issues in change management
The digital technology surrounds us in our everyday life. Internet sites have interactive components, the secured messaging is widely used, Internet of Things is growing and the concept of Bring Your Own Device (BYOD) is accepted in many organizations. The speed of digitalization and transformation in the society is astonishing. Digitalization creates new business opportunities and increases productivity.
Change management is crucial when digitalizing eServices. Well-managed change management program in an enterprise or organization is necessary. The objectives should be described clearly so they can be deployed to the staff. The personnel can be uneasy, worried or even afraid of changes the digitalization will process to their daily work processes.
Change management is crucial when digitalizing services. Involving professionals to the service design process engage and motivate them to the changes in their work processes.
CoCo Cosmos design-play visualizes complex services of several providers. It delineate the interaction between customers and professionals as well as responsibilities among professionals.
Co-creation workshop encourages participants to discuss, reflect and to improve the service and their own work processes. Co-creation and CoCo Cosmos design-play enhance change management.