When Technology Metrics Miss the Human Story

How we shifted from clicks to culture change for 16,000 users.

A massive technology implementation was being measured by simple usage metrics, clicks, logins, time spent. We discovered that these metrics weren't encouraging adoption and were sending conflicting messages about what actually mattered for business success.

DISCOVERY:

16,000 users across 100 countries were expected to adopt a new platform, but traditional metrics were failing to drive meaningful change.

the challenge:

ALIGNMENT:

We looked at what they were already measuring and asked: "What does this tell us about real change?" Our Gap Assessment revealed the need to link tool adoption to sustained cultural change rather than just usage statistics.

the approach:

Using our Business Alignment Model, we shifted the focus from technology metrics to business and people outcomes. We aligned the organization around meaningful performance metrics that connected tool adoption to sustained cultural change and business impact.

Implementation used our proven methodology:

IMPLEMENTATION:

Developed consistent metrics model for technical team, implementation team, and stakeholders.

PHASE 1:

Collected baseline data and performed gap assessment.

PHASE 2:

Reported findings for over 200 independent measurable attributes focused on business impact.

PHASE 3:

THE TRANsFORMATION:

The team moved from measuring busywork to measuring meaningful change. Users understood that success wasn't about clicking more, it was about collaborating better. The platform became a tool for genuine business impact rather than just another system to navigate.

MEASURED RESULTS:

Baseline data collected and gap assessment completed.

200+ independent measurable attributes identified.

Consistent metrics model developed across all teams.

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MEASURED RESULTS:

Meaningful performance metrics linked to business outcomes.

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Sucess wasn't about clicking more, it was about collaborating better.