Client challenge
The client had an opportunity to enhance trust and collaboration with their end customer while delivering a new IT service support tool across multiple regions under a tight rollout deadline. To ensure a smooth transition, it was crucial to clarify the solution’s scope, align stakeholders, and deepen the understanding of service users’ needs—all while maintaining strong relationships and optimising project efficiency.
What we did
Developed a structured change management approach – Designed and implemented a strategy to assess business readiness, support communication, and provide training materials, ensuring a smooth system integration for the end customer.
Rebuilt trust through a data-driven UAT approach – Partnered with regional IT leads to create a rigorous testing framework with clear data capture, monitoring, and reporting, helping realign the customer and client while keeping the project on track.
Clarified service scope for key stakeholders – Engaged stakeholders to establish a shared understanding of system requirements, enabling clearer decision-making, reduced confusion, and increased leadership buy-in.
Ensured consistent communication and decision-making – Created a structured, end-to-end view of the tailored system design, reducing mixed messaging and improving alignment across teams.
Business outcomes
- Defined and Aligned – Engaged both the client and end customer to clarify the system’s scope, enabling informed decision-making while strengthening leadership trust.
- Led the Change – Co-created and implemented a change management strategy focused on readiness and integration, ensuring smooth adoption while keeping to customer timelines.
- Built a Collaborative Testing Process – Developed a data-driven UAT strategy in partnership with IT leads, improving testing efficiency and creating a repeatable process for future implementations that effectively manages customer expectations.
“Uuna quickly brought structure, clarity, and momentum to the programme. Their approach ensured we had the right governance, tools, and processes in place to drive real progress.”
Senior Programme sponsor
