Top 2019 Guide for Developing and Implementing a Plan for Tracking & Measuring User Adoption
OCM Phase 2 | By Ogbe Airiodion

How do You Track and Measure Organizational Change Management?

While project management involves designing, developing, testing, and deploying business solutions, organizational change management deals with the people side of change. It involves communicating and engaging with impacted users and stakeholders, as well as coaching and training them to accept and adopt new solutions.

Project management has defined key performance indicators (KPIs) and metrics that can be tracked against, but with change management, things are not so clear cut.

When it comes to tracking and measuring organizational change management, there are two key components that you will need to focus on:

  1. The effectiveness of your change program activities and deliverables
  2. Your team’s ability to meet the milestone due dates for your change deliverables

change management tracking

Change Adoption Milestones to Track

Before discussing best change tracking strategies, and KPIs to measure, it is important for us to quickly discuss the key milestones that impacted users and employees have to progress through for them to successfully embrace and adopt a change.

This is important because your change tracking efforts will be centered around these key milestones. Each of these milestones is part of each individual’s change curve and is based on the Prosci ADKAR change management model. They are as follows:

  • Milestone 1: Lack of Awareness or Desire to Support the Change
  • Milestone 2: Gains Awareness
  • Milestone 3: Resists or Questions the Change
  • Milestone 4: Accepts the Change
  • Milestone 5: Learns New Skills & Knowledge for the Change
  • Milestone 6: Builds Proficiency
  • Milestone 7: Sustains the Change

Click here to read more about these change milestones: Individual Transition Change Curve

To increase change adoption and the success of the project, program or transformation initiative, your change management tracking, and measurement plan should involve tracking and measuring how well users are progressing through these set of change milestones.

The Change Curve - Airiodion Global Services

Process for Tracking & Measuring the Effectiveness of Your Change Program Activities and Deliverables

The objectives of your change management activities are to help individuals progress through their change milestones. So when you implement a communication campaign, you are aiming to spread awareness and keeping users informed. When you initiate engagement strategies, you are aiming to increase the desire for the change. When you provide coaching and training, you are aiming to equip users with new skills and knowledge, and to help them become proficient in using the new skills from a long-term perspective. 

As such, you want to track change adoption, which has a direct correlation with the effectiveness of your change activities. The more efficient your change activities are, the higher the rate of change adoption. 

Use the process below to track and measure change adoption.

Track and Measure Awareness of the Change & Desire to Support the Change

  1. Draft and send out surveys and questionnaires to measure how aware employees are of the change, and how much desire and support they have for the change
  2. Meet with managers and change champions to get their input on “water cooler employee conversations” on the change, as well as having them pass direct end-user feedback to you
  3. Also get feedback about employees are saying about change management communications, engagement, training, coaching, and other activities. For example, do employees feel these activities are too much, or not enough? Will they like more of these activities? Will employees like to receive these activities in a different manner from how the change team is performing them?
  4. Track the number of users that are opening and reading the awareness communications to gauge engagement with and also the effectiveness of the communications.
  5. Track the number of questions, concerns, and feedback that are coming in from end users to gauge how well end users are interacting with your change or project communications
  6. Ask for and get direct feedback from users during 1-on-1 meetings, group meetings, open forums, workshops, and other engagement sessions

Track and Measure User Knowledge, Proficiency and Change Reinforcement

Follow the steps below to track how well end-users are transitioning through the change and adopting the new solutions and processes

  1. Measure the relevance and usefulness of the training via surveys, questionnaires or talking to learners during, and after the training to collect their feedback. Topics to cover:
    • Was the course content relevant and easy to follow?
    • Ask questions about the learning, as well as key takeaways.
    • Discuss the strengths and weaknesses of the program.
    • Understand if the training was able to accommodate the learner’s pace and learning style.
    • At the end of this assessment, you should have a good understanding of how well the training was received and determine any gaps in the training content.
  2. Measure the knowledge and skills gained by learners as a result of the training. To measure this level, you can use a combination of metrics such as:
    • Test scores during and after the training
    • Evaluation of applied learning projects
    • Course completion and certification
    • Supervisor report and feedback
    • At this stage of evaluation, we will be able to determine if the training is meeting its set objectives.
  3. Follow-up with trainees to measure how the training has impacted each learner’s performance using: Self-assessment questionnaires; Informal feedback; Focus groups; On-the-job observation; Actual job performance key performance indicators (KPIs); Customer surveys, comments, or complaints
  4. Meet with managers and change champions to get their input, as well as getting feedback from what they are hearing from users about knowledge and proficiency levels
  5. Track the number of users that are utilizing the Help System Network to gauge the effectiveness of the help desk network
  6. Track the number of frequently asked questions being asked. Provide answers to these questions using an online FAQ page that is accessible by all end users
  7. Ask for and get direct feedback from end users during engagement sessions (ask questions to gauge knowledge and proficiency)
  8. Track usage of new processes and systems
  9. Identify and document performance gaps or lack of usage

Track The Change Team’s Ability to Meet Change Management Milestones

As mentioned at the top section of this page, the two key components that you need to track are (1) the effectiveness of your change program activities and deliverables, and (2) your team’s ability to meet the milestone due dates for your change deliverables.

This section covers measuring your ability to meet deadlines.

Change Management Roadmap

At the beginning of the program, when planning out your change management or program management strategies, it is considered best practices to estimate how long it will take you to complete each change deliverable and to establish milestones.

You will then plot out these milestones and deliverables on a timeline “milestone” roadmap, which provides an end-to-end view of your change deliverables. Below is an example.

Organizational Change Management Program Timeline Roadmap (Illustration)

Sample Roadmap for Project Management, Organizational Change Management

As time passes, you should track how well you are meeting the milestone timelines that were established at the beginning using a progress heat map or score. For example, use green to indicate that a milestone or deliverable is on or ahead of schedule. Use Amber or yellow to indicate a risk that the team will not meet a particular milestone date for a particular deliverable. Use red to indicate that a milestone has been missed, for which you should have a plan for getting it back on track.

Illustrative “Progress Heat Map” for Key Deliverables

Project Tracking Matrix - Change Process-min

What you see below is what is called a holistic roadmap that includes the universe of change management plans and deliverables that can be delivered for a transformational change. To develop your timeline roadmap, you should first determine which deliverables you will deliver for your specific change program, and then lay out the deliverables along a timeline.

The end dates for each of your deliverables will be the milestone date that you will be tracking your progress against.

Change management rollout roadmap-min

Below is a quick overview of the change deliverables that you will need to conduct. For a more detailed list of each change plan and deliverable can be completed, click to view this page: Change Management Resource Center.

Deliverables to Increase Awareness of the Change & Build End-User Buy-in

  1. Send out awareness communications to:
    • Educate employees and impacted customers on the program (why we are changing, why now, risk of not changing, benefits, and other awareness information (emails, newsletters, internal social media, blogs, etc.)
    • Build employee desire to support the program
  2. Engage with employees via workshops, townhalls, roadshows, meetings, 1-on-1s, webinars, and other channels to communicate the impacts to their existing processes and legacy solutions, and to build desire and support
  3. Solicit change champions, managers, and key stakeholders for their help in cascading communications, and engaging with end users to facilitate understanding, buy-in, and support for the change

Deliverables to Increase Knowledge, Proficiency and Change Sustenance

  1. Design, develop and execute training programs and train end users to help them build knowledge of the new processes and solutions
  2. Provide opportunities (e.g., a test environment, materials, online educational resources) for employees to practice and learn at their own pace
  3. Follow up with end users and provide coaching or additional training, as needed
  4. Have a “Help System Network” in place (e.g., help desk subject matter experts, support team, points of contacts and a change champion network) that employees can contact for additional help in learning the new processes and solutions
  5. Follow up with end users to provide additional coaching and training as needed
  6. Celebrate quick wins, individual efforts, and program successes

External sources: and

Author: Ogbe Airiodion (Senior Change Management Leader and Founder of AGS).
Note: Content on Airiodion Global Services (AGS)'s website is copyrighted. If you have questions, comments, or tips about this Airiodion Global Services content, please contact Airiodion Global Services today.