Selected work / Change management
Microsoft Viva Learning pilot
LxP rollout change management across 8 regions
Context & my role
EY's first enterprise-scale Learning Experience Platform rollout.
Migrating enterprise learners from fragmented systems (SAP SuccessFactors, SharePoint Learning Paths, standalone sites) to a single MS Teams–embedded LxP.
Adoption risk was behavioral, not technical — different personas faced different current-state → future-state jumps, and a generic comms plan would have failed all of them.
- Licenses provided
- ~20,000
- Regions
- 8
- License activation
- 95%
My role & approach
- Created assets across the full pre-launch → launch → post-launch timeline
- Persona-driven change impact assessment
- Mapped impacted groups across Tech / Process / People, each with current → future state and complexity rating.
- Campaign-staged comms asset library
- Four campaigns (Teaser → First Day Set Up → Launch → Tips), each with its own audience and purpose.
- Distinguished one-shot deliverables from continuously maintained assets
Persona-driven change impact assessment
All users
Disparate sources → single MS Teams search surface; mindset shift to 'learning in flow of work'
Change complexity: High (Tech + Process + People)
Mitigating assets
- How-To Guides
- Use Cases collection
- Leadership Comms Pack
- Start-Stop-Continue
Newbie Nina
Unstructured onboarding bookmarks → structured single source; less cross-group dependency (improvement)
Change complexity: Medium tech/process; low people
Mitigating assets
- Day-in-the-Life infographic
- Onboarding e-mail
- Quickstart Guide
- FAQ
Partner Patricia
Multiple tools → single VL surface; expected to model adoption and cascade to teams
Change complexity: Medium-High
Mitigating assets
- Leadership Comms Pack
- Launch Notice
- Business readiness checklist
Multi-channel adoption support
8 regions, 4 support channels, 3 personas
Support channels
- Viva Engage Pioneer Community
- Welcome Pack
- Demo + Q&A sessions
- L1 support through Support Form
22 deliverables across 4 campaigns
Teaser → First Day Set Up → Launch → Tips. Each campaign has its own audience mix and purpose; together they map the change journey from awareness to sustained behavior.
Teaser
Introduce the why / what / how. Build awareness across learners, business, and talent before access opens.
- MVL Overview deck
- Intro e-mail template
- Welcome Pack
- Viva Learning flyer
- Leadership comms pack
- Day-in-the-Life infographics
- Use Cases collection
- Start-Stop-Continue behaviors
First Day Set Up
Final readiness reminders + checklists in the days immediately before launch.
- Reminder e-mail template
- Pre-launch e-mail template
- Pre-launch checklist
- MS Viva Quickstart Guide
Launch
Onboarding + first-day support assets. FAQ and Support OnePager are maintained throughout the pilot.
- Onboarding e-mail template
- MS End-user Support Pages
- FAQ collection (maintained)
- Launch Notice e-mail
- Technical Issue response
- Support OnePager
Tips
Sustaining adoption post-launch. Knowledge Nuggets feature drip + Post-Pilot wrap.
- Knowledge Nuggets (6 e-mails)
- MS End-user Support Pages
- MS Viva Quickstart Guide
- Post-Pilot e-mail template
One-time vs. maintained activities
Launch readiness
- Pre-launch checklist
- Launch Notice e-mail
- Onboarding e-mail template
Ongoing adoption support
- FAQ collection (maintained)
- Support OnePager
- Knowledge Nuggets (6 e-mails)
- Viva Engage Pioneer Community
Viva Engage Pioneer Community
90-day channel activity / Jan 11 – Apr 11, 2025
The peer-to-peer surface that took load off central support and surfaced organic adoption signals.
- Total members
- 686
- Views on posts
- 36,523
- Messages posted
- 434
Participation
- 92% reached · 24% engaged
- Discussion 69.5% · Questions 29.7%
- 704 reactions on messages
Q&A support
- 91% answer rate
- 1hr median
Launch spike Jan–Feb, then steady-state with consistent answer rate.
