Client
SNCF Mobilités, Voyages BU
Preview
In 2019 we changed all the controlling devices for the French company of train transportation. I was responsible for the users support, making the links between the field and our tech team for each new iteration (every 2 weeks).
I handled the implementation for our 12K end users and their coordinators + our team during 8 kick-off days.
I created and deployed communications tools for all users that was needed for the implementation days.
I arrived as a change manager coordinator and made my way through the needs of our users and team.
Role
change manager, ux designer, user support, national delivery days manager
Work
- bugs reporting
- communication and support for our ambassadors for each new iterations
- going to the field every two weeks following users in their trains/work day
- leading the implementation days, communication and distribution of our 40 tech people team in all France for those days
- creation of tools to help the users and managers using COSMO device
- facilitation of seminars for the team
Thoughts
Tt has been an amazing project working with such good experts and users. This is an incredible example of how change management should be done and can be done, even for complexe solutions in a complexe company setting. I learned so much about mobility, change, working with the field and tech experts. And I have plenty of good anecdotes!