a Digital Workplace

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Welcome to Your Digital Workplace Toolkit

For modern business, a digital workplace is no longer a “nice to have.” As more employees work remotely, younger generations join the workforce, and organizations adapt to changing and uncertain circumstances, it is imperative to embrace the future of work.

What does the future of work look like in practice? It offers a new way for people to consume and provide services across the enterprise. It is grounded in intelligent, omnichannel experiences and focused on improved agility, efficiency, productivity, and collaboration. It is intuitive, but that doesn’t mean that it’s easy to create. A successful digital workplace requires the right processes and technology to ensure that it delivers on its promise.

In this digital workplace toolkit, you’ll learn what it takes to activate the future of work at your organization. From building your roadmap to defining your personas, optimizing implementation to increasing adoption, this toolkit provides step-by-step guidance for your digital workplace journey.

Kick Off Your Digital Workplace Project

Launching your digital workplace initiative works much like any other new technology proposal. The first step: creating a governance model that defines the who, what, why, and how.

The who: Identify your stakeholders

Digital workplace projects should begin by identifying your key stakeholders and defining their roles and responsibilities. These likely include:


The heart of the project, the owner acts as a single point of accountability. He or she executes the implementation plan, manages its progress and performance, engages with other stakeholders, and establishes and communicates clear expectations across the organization. For many digital workplace initiatives, the owner is in IT. However, the ownership role depends on the organization. In some organizations, the owner is a highly technical person. In others, ownership may be under those with experience in business strategy and process improvement. Additionally, there could be a designated Digital Workplace Manager that acts as a liaison between IT and the business.


The project champion owns the business case and, as the name suggests, champions the initiative within the organization. The champion sees and articulates the “big picture” and manages interdependencies across teams. Common champion roles/titles include

• Digital Workplace Champion/Leader

• Employee Experience Champion/Leader


The committee is typically comprised of representatives from multiple departments, such as IT, HR, and lines of business. The committee reviews and approves implementation objectives and measurements as well as assessing consistency between the implementation plan and the implementation in practice

The what: Develop a decision-making framework

Once your stakeholders are identified, create a framework for your digital workplace project. Begin by defining the fundamentals:

• What are the goals of this initiative?

• Can we identify any achievable alternatives?

• What is the timeframe for this decision?

• What data resources do we need?

Next, analyze the implications of the project decisions. What will the cost impact be? How will each decision affect project scope? With these implications in mind, evaluate all possible outcomes. What will you do in various what-if scenarios, like budget restrictions, unforeseen events, and/or scope creep?

The why: Define the measurable business value

In this step, you spell out the specific milestones and KPIs of each phase of the project. Many organizations adopt a three-phase approach:

Phase 1: Initial roll-out. Digital workplace projects often begin with a few key use cases, such as resetting passwords or other frequently asked questions. These should be relatively simple to define and execute to gain early traction with stakeholders and end-users.

Phase 2: Mature, grow and scale. In Phase 2, gather feedback from Phase 1 and make any necessary adjustments. Add new use cases that expand upon initial capabilities. Evolve your implementation based on input from your users and scale across departments and teams as familiarity increases and processes become more streamlined.

Phase 3: Sustain. Keep your digital workplace healthy and active through continuous feedback and improvement cycles. Reevaluate new ways that the tool can benefit your organization based on changes to the solution and/or your requirements.

Consider how your digital workplace solution enables the success of each phase. Key capabilities include the ability to test on production, ensure zero downtime, roll back easily, provide easy feedback, and of course, operate cost-effectively.

The how: Build your roadmap

With all the pieces in place, you can build your roadmap. A strong project roadmap focuses on three components: timeline, milestones, and KPIs.

Timeline: To create your project timeline, follow this process:

Break your project into steps. Consider every task that needs to happen, big and small, in each of the phases defined above. Divide complex tasks into their component parts to illuminate the true scope of each phase.

Estimate how long each step will take. Assign an estimated amount of time that each step will take to complete.

Put your steps in order. Arrange your steps in a logical order. The biggest thing to consider when organizing your list of steps into a project plan is dependencies; be sure to think about what needs to happen for each step to occur.

Build a timeline. Finally, add up the estimated time for each step of each phase to get a general understanding of the overall project timeline. Ideally, it will match the defined timeframe for your project. If not, consider the implications of adjusting the scope and/or your deadlines.

Milestones: Project milestones provide an agreed-upon way to measure and evaluate progress. They are not tasks that take time to complete, but checkpoints along the way to keep the project on track. Think of milestones as the signposts of the project, whereas the tasks act as the individual steps along the path to that mile marker. Sample milestones could be:

• Key deliverables received

• Project kickoff completed

• Phase 1 use cases defined

• Budget approved

• X% adoption achieved

KPIs: Your key performance indicators (KPIs) connect your business objectives to the metrics you will use to measure them. They quantify the progress and success of the project at key intervals. For a digital workplace initiative, your KPIs may include:

• Reduction in ticket volume

• Improved employee experience and/or productivity, measured via survey

• User adoption and platform usage

• Impact on cost savings

By combining these three elements (timeline, milestones, and KPIs), your roadmap will demonstrate precisely how you will implement your digital workplace to enable the future of work.

To read full download the whitepaper:
Your How-To Guide to Implementing a Digital Workplace


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