Unified communications experience

Posted on Mar 13, 2017 | 0 comments

Unified communications experience

The Department of Communications and the Arts (DoCA), as part of its Flexible Workplace Strategy, is transitioning its entire workforce to Skype for Business for all telephony, video conferencing and instant messaging services, all while moving the department to a new office location. For many workers, the move to a totally digital telephony system was a fundamental change to the way they had operated for decades and significantly important groups were identified where extra support was needed to facilitate a smooth change.

To help ensure the success of the transition and reduce organisational stress, Libero were engaged to assist the IT branch understand the needs of the users and develop a training and change strategy. Through a series of user interviews and contextual observations, Libero constructed personas and a behavioral model to predict training needs. By facilitating workshops with internal stakeholder groups such as IT, HR, Communications and L&D, we developed the plans for a range of training material and communications products that received high-level endorsement.


User Researcher, Change Consultant.


2 weeks


Dan Macfadyen, David Heacock, Philip Barnes.