Contacts & Events Management System

Overview

The Foreign, Commonwealth & Development Office (FCDO) needed to implement a new contacts and events management system across multiple overseas networks as there was a push for a consistent approach to managing contacts, which are the currency for diplomatic relations.

Challenge

The challenge was there was not a standard approach or organisational expectations for how stakeholder relationships are managed prior to the launch of the system. On top of them, there was a need to ensure that the system was well adopted by the users and be able to address user needs across diverse regions.

Outcome

The outcome was a system building off the Salesforce platform, with functionalities that were customised for the organisation, incorporating needs of users across different networks around the world, providing a single source for contact, event and engagement data for the users.

My Roles & Responsibilities

Working in an agile team of three service designers, product manager and development team, there were three parts to my role: service design, user research and testing and delivery and implementation

• Conducted user research to understand specific challenges and pain points.
• Led the rollout of the system across three overseas networks in the APAC region.
• Customised the approach for each region, applying lessons learned across networks.
• Engaged key stakeholders to secure buy-in and build trust.
• Facilitated onboarding and training, ensuring a smooth transition.

Research

User research was paramount to uncover key pain points and needs. The research included:

• Stakeholder Interviews: Engaged users of different roles in different embassies to understand their expectations and concerns. 
• User Surveys: Gathered insights from staff members across different networks to identify workflow challenges.
• Feedback Loops: Established regular touchpoints for continuous improvement after the rollout.

Insights from the user research were also needed to be cross referenced with interview outcomes from users of other networks to allow for effective synthesis of data as a representation of the global organisation. The research revealed major usability gaps and workflow misalignments, which informed our glocalised implementation approach.

Challenge 1: Initial Low Adoption & Resistance to Change

Many users were reluctant to switch from existing systems, which is Excel spreadsheets shared among team members in most cases, fearing the new platform would be complex and disruptive. Some stakeholders were skeptical about its effectiveness.

Approach & Solution:

• Conducted targeted stakeholder engagement with key stakeholders through one-on-one meetings and workshops to address concerns and highlight system benefits.
• Developed change management strategies to ease transition, including phased rollouts and pilot programs.
• Identified internal champions within each network to advocate for adoption and support their teams.

Impact:

• These efforts led to greater stakeholder buy-in and reduced resistance, helping adoption rates rise steadily.

Challenge 2: Different Workflows Across Networks

Each network and even each embassy has unique operational processes, making it difficult to implement a standardised solution. A one-size-fits-all approach would cause friction in adoption.

Approach & Solution:

• Checked in regularly with team members leading the work in other regions to identify commonalities and differences, and to create alignment and consistency.
• Created a customised implementation strategy for the onboarding of each network, adjusting training materials and system configurations based on regional needs.
• Applied lessons learned from early rollouts to refine and streamline subsequent deployments.

Impact:

• This flexible approach ensured the users that they were valued and not just a mere cog in the system, ensuring smoother integration and adoption across networks.

Challenge 3: Lack of User Familiarity & Training Gaps

Many users were unfamiliar with CRM systems, leading to confusion and inefficiencies during initial adoption. Customisations were made to the Salesforce platform but there remain certain elements that are not necessary configured for users within FCDO.

Approach & Solution:

• Developed interactive, hands-on training sessions tailored to different user groups.
• Created easy-to-follow documentation and video tutorials to support ongoing learning.
• Implemented a post-launch support system, providing feedback channels and troubleshooting assistance.

Impact:

• Users gained confidence and efficiency, leading to an 80% adoption rate across the three networks that I manage.