We set out the guiding principles for designing people journeys:

• Shared expectations.

• Safety contract.

• Service promise.

This means having a common understanding of who the journeys are designed for, and who the journey isn't designed for.

With change agents (trusted individuals who understand sentiment and how things work), we look at the changes ahead and discuss what we will Start, Stop, Continue to deliver results:

• Operating rhythm

• Key moments that matter

• Role model behaviours

• Conversations

We co-design thoughtful people journeys and a sustainable support system to reduce the guesswork and fear surrounding the changes planned for the next 2 years.

No manuals or system screenshots required.

We consider how leaders and managers need to be supported and nudged to show up differently, consistently.

We plot the people journey for select teams significantly impacted by automation or augmentation. We visualise what they will see and hear.

We show it to a few for feedback ultimately landing on a people journey we can take forward to the managers and teams.

Leaders and managers shouldn't feel alone in leading change. They should not be left wondering when or how the change will unfold, especially during times of uncertainty.

A thoughtful support system and people journey, not training manuals, land change.