In early 2019, I was assigned to lead the creation and implementation of a comprehensive change management strategy at GROHE that would ensure a smooth transition, foster a user-centric culture, and integrate UX processes effectively across the organization.
The strategy that we applied consists of 8 steps, divided into 3 main phases.
The scope was to implement the UX process within the next 15 months, at the start of each new digital project roadmap.
PREPARATION was the first phase, which involved identifying current processes and building the UX process.
To establish our baseline, which was our first step, we assessed the only two digital products the company had: the Ondus app and the Grohe Spa app. We used heuristic evaluation, usability tests, A/B tests, competitive analysis, trend analysis, and as-is user journeys, as well as online reviews and customer service logs, to create an accurate picture of the current situation.
The second step in the strategy was to create a comprehensive and flexible UX process. We developed a series of UX tool manuals, videos, and ready-to-use workshop templates, as well as the foundation for an internal UX platform online, where all the information and materials can be easily accessed.
IMPLEMENTATION was the phase of engaging with stakeholders and projects. We used communication and engagement strategies to inform and involve the affected parties.
Step 3 of the strategy was to engage with stakeholders, introduce them to the new process, and train them to work with a new product roadmap.
Steps 4 and 5 involved engaging and integrating the UX process into the product lifecycles. We chose the existing Ondus app, which services the Grohe Sense security system and Grohe Watersystem, as the first product. After evaluating the current state, we applied the end-to-end process, involving all the relevant stakeholders.
The results were noticeable right away.
MAINTENANCE is the phase of maturity and building support through the results of our strategy. It also involves continuous measurement, maintenance, and improvement.
We keep the dialogue with our audience going by building a LIXIL/Grohe UX dedicated platform as part of our company intranet.
