Consulting Services

Human Experience of Transformation

Experience-Led Transformation™ connects what leaders intend, what employees experience, and what clients receive. Technology is part of the change. Designing how people understand it and work with it is my focus.

One connected experience

What leaders intend. What employees experience. What clients receive.

These are not separate conversations. The decisions leaders make shape how people work, and how people work shapes the experience your clients receive. I help connect all three.

Leadership alignment

A shared story, clear priorities, and decisions that reinforce the change. People need to see the same intent in what leaders say and what they do.

Employee experience

Workflows, tools, handoffs, and support that make the new way of working practical. Adoption starts with understanding what daily work actually asks of people.

Client outcomes

Better service, less effort, and a clearer connection between internal change and external value. We define the outcomes that matter, then look for evidence of progress.

One service. Three connected stages.

Diagnose

Understand the friction between leadership intent, daily work, and client value. Agree the priority workflow and establish what the evidence tells us.

Design & Activate

Shape the leadership story, target experience, and practical enablement. Agree ownership and support your teams as they put the change into practice.

Measure & Improve

Review changes in behavior, service, and business performance against a baseline. Use that evidence to refine what happens next.

Start here

Transformation Experience Diagnostic

Find the friction before it becomes failed adoption.

A focused two-week assessment of one transformation initiative, one employee group, and one critical workflow. The Diagnostic reveals where leadership intent, daily work, technology, and client value are becoming disconnected, and identifies the practical actions needed to improve the experience of change.

Indicative duration
Two weeks from kickoff, subject to agreed access to people and data.
Pricing basis
The Diagnostic is scoped to your priority initiative and priced after an executive consultation. The quote reflects stakeholder access, workflow complexity, and data availability. Scope and fee are agreed in writing before work begins.
Discuss the Diagnostic

What the Diagnostic includes

  • Leadership and stakeholder perspective

    What the transformation is intended to achieve.

  • Employee experience review

    Where people encounter confusion, friction, workarounds, or competing priorities.

  • Workflow and interaction analysis

    How tools, handoffs, and processes shape behavior.

  • Adoption and value assessment

    What is being used, what is changing, and where value is being lost.

  • Baseline scorecard

    Measures across experience, behavior, adoption, and business performance.

What you receive

  • A clear transformation friction map
  • Prioritized actions linked to business outcomes
  • A baseline scorecard for tracking progress
  • An executive readout with key findings and recommendations
  • A practical next-step plan for design, activation, or implementation

The diagnostic is a standalone engagement. Rollout delivery, technology configuration, and ongoing support are not included. Any follow-on work is separately agreed.

Delivery responsibility

Clear ownership from diagnosis to daily use

What I personally deliver

  • Lead discovery interviews and working sessions, and synthesize the evidence.
  • Develop the adoption diagnosis, experience recommendations, leadership narrative, and prioritized action brief.
  • Design the scorecard with your team and lead the executive readout.

What your team executes

  • Provide a sponsor, stakeholder access, and approved operational data.
  • Own technical configuration, policy decisions, communications distribution, and operational delivery.
  • Assign action owners, implement agreed changes, and maintain the reporting data.

Support beyond the diagnostic

  • Separately scoped rollout support to sequence activation and review early adoption.
  • Manager enablement through briefing materials, talking points, and facilitated working sessions.
  • Iteration sessions to review evidence and refine interventions with your delivery team.

I design and support the human experience of transformation, not the technical installation. Your sponsor retains business accountability, and your technology team or implementation partner owns technical delivery. The proposal specifies which outputs and support sessions I deliver. This is transformation consulting informed by behavioral-science study, not psychology practice or behavioral profiling.

A partner to the business and technology team

Making transformation work for people

Your technology partners lead the technical implementation. I work alongside them and your business leaders to shape how the change is understood, experienced, and put into practice.

That includes:

  • The leadership narrative and change story
  • Employee workflows and moments of friction
  • Adoption and activation support
  • AI interaction and confidence
  • Measures that connect behavior to business value

For CIOs, CHROs, transformation leaders, and business executives, I connect the work across functions. For AI and implementation consultancies, I bring a complementary human-experience perspective to the client engagement, before rollout, during implementation, or when adoption stalls.

Discuss a transformation or partnership

Measurement in practice

A sample adoption scorecard

Illustrative targets and invented figures, not client results or promised outcomes. Your baseline, targets, owners, and reporting access are agreed before rollout.

Sustained workflow use

Target behavior
Eligible employees complete the approved workflow in the new tool, rather than the legacy workaround.
Baseline
35 of 100 eligible employees (35%) complete it weekly in the two weeks before intervention.
Data source
Workflow completion events matched to an agreed eligible-user list. Logins alone do not count.
Success criteria
70 of 100 eligible employees (70%) complete it weekly for four consecutive weeks by week eight.
Review cadence
Weekly adoption review; executive checkpoint every two weeks.
Accountable owner
Business process owner, supported by the platform analytics lead.
Business-value check
Compare completion time, rework, and quality with the old workflow before claiming an operational benefit.

Time to first useful outcome

Target behavior
Newly enabled employees complete a first usable task that meets the agreed quality standard.
Baseline
Median five business days from access being granted to the first accepted output, using the prior cohort.
Data source
Access timestamps, completed-task records, and the process owner's quality checks.
Success criteria
Reduce the median to two business days in the next cohort, with no decline in accepted-output quality.
Review cadence
Review each onboarding cohort; summarize every two weeks.
Accountable owner
Enablement lead, with quality approval from the business process owner.
Business-value check
Test whether faster first value reduces support demand and time spent waiting, rather than assuming productivity gains.

Establish the baseline

Define the eligible group and the behavior that counts. Review a representative pre-change period and document exclusions, missing data, and known limitations. If evidence is unavailable, the first step is a measurement plan, not an invented baseline.

Connect to business value

Link behavior to a process measure such as cycle time, errors, or rework. For example, validated time saved per task multiplied by completed tasks gives an estimate of capacity released, not automatically a cash saving.

Review and adjust

The named owner validates the data. The team reviews progress, quality, and unintended effects, agrees corrective action, and checks it at the next review. Trends indicate progress; they do not by themselves prove causation.

Use approved, aggregated operational data wherever possible. No individual psychological assessment or behavioral profiling is needed.

Teal glass ribbons connecting impossible architectural frames and layered pathways

The right support follows the diagnosis

Start with the diagnostic. Once the work is clear, we can agree the right mix of workshops, experience design, advisory support, and rollout guidance. These are ways to deliver the same connected offer, not a menu you need to work out alone. A defined need can also be scoped directly.

Transformation programs and workshops

Transformation Programs

Multi-month

Experience-Led Transformation™

A full program cycle: diagnose the lived experience, design the target state, sequence the rollout, and instrument the result.

Best for
Enterprise teams launching a major transformation or redesigning one already underway.
Bring me in when
The strategy is defined, but daily behavior and experience are not changing with it.
Engagement
Multi-month transformation program
You receive
Experience diagnostic, target-state blueprint, rollout sequence, and measurement framework.

Story to Strategy™

An executive workshop series that converts a leadership vision into a shared, decision-shaping narrative.

Best for
Leadership teams entering a strategic cycle, merger, modernization, or major launch.
Bring me in when
Executives are telling different versions of the transformation story.
Engagement
Focused executive workshop series
You receive
Core narrative, decision filters, executive talking points, and a communication spine.

Human-Centered Adoption Accelerator™

A human-centered adoption program that closes the gap between deployment and genuine daily use.

Best for
AI, platform, process, and workflow rollouts that need sustained use.
Bring me in when
A successful launch or pilot is not translating into broad adoption.
Engagement
Focused adoption program
You receive
Adoption journey, resistance map, behavioral interventions, and measurement plan.
View Program Details
Ongoing advisory support

Advisory Services

Retained
Book Advisory

Book an Executive Consult

Share a little about your mandate and I’ll respond personally within two business days.

Focused work for a defined need

Modular Packages

Focused sprints

Have a transformation initiative that needs to become real in daily work?

Book an Executive Consult

direct inquiries: theexperiencefactor@transformation.advisory