Intermarché

How to ensure the adoption of a large-scale digital transformation program?

Deploying a new application is one step. Ensuring its adoption by thousands of users is often the real challenge.

As part of the LOREA digital transformation program, Intermarché undertook the modernization of several strategic business applications intended for its head office staff, store employees, and field teams.

To support this project, Intermarché partnered with Accenture to define a system capable of quickly training users, supporting usage after go-live, and ensuring the operational success of the program.

After benchmarking several Digital Adoption Platform and digital learning solutions, Knowmore was selected to address these challenges.

The Context

The LOREA project involves the deployment of three strategic business applications:

• Gold Shop
• Gold Shop Mobile
• Uniref

The ambition is to offer a consistent and high-performing user experience to all employees affected by these new tools.

The scope of the program is particularly ambitious:

• 54,000 users ultimately
• 35,000 mobile users
• several job profiles spread across the entire Intermarché network

Given this volume, traditional approaches based solely on training could not guarantee rapid and lasting adoption.

The Challenges

Rapidly train tens of thousands of users

The project required the creation of a significant volume of training content to support users before the go-live.

Reduce risks at go-live

The project teams wanted to limit handling errors, secure business processes, and accelerate the adoption of new applications.

Support users in their daily work

The goal was not only to train users but also to guide them directly within the applications to foster their autonomy and reduce support requests.

Leverage the content produced

The program needed to allow for the reuse of training content to accelerate the production of operational aids and optimize change management costs.

The Solution Implemented

To address these challenges, Intermarché and Accenture selected a combination of K-STUDIO and K-NOW solutions.

K-STUDIO: Learning by doing

Accenture used K-STUDIO to create an immersive training system based on application simulation.

Users can thus learn business processes in an environment that faithfully reproduces application screens and workflows.

In total:

• 2,200 training content items produced
• 13 authors trained and equipped
• 3 applications covered

K-NOW: Guiding within the workflow

In addition to training, K-NOW supports users directly within applications through contextual guidance.

Employees benefit from:

• step-by-step guidance
• contextual help
• targeted information based on their profile
• integrated support when they need it

The K-STUDIO / K-NOW Bridge

One of the project's key differentiators is the ability to reuse training content to quickly generate operational guidance.

This approach enables the industrialization of change management while ensuring consistency in messages delivered to users.

Ultimately:

• 395 K-NOW guides are planned for the program's applications.

Expected Benefits

For Users

• faster skill development
• enhanced autonomy
• reduction in handling errors
• immediate access to useful information

For Project Teams

• faster deployment
• fewer support requests
• greater consistency in practices
• Leveraging created content

For decision-makers

• Securing application investment
• Improving the adoption rate
• Better management of change-related risks
• Accelerating the program's return on investment

Key figures

Key takeaways

The LOREA program perfectly illustrates a challenge faced by many large organizations: transforming an application deployment project into a true digital adoption project.

By combining immersive training with K-STUDIO and contextual support with K-NOW, Intermarché and Accenture chose an approach that enables them to support users before, during, and after go-live.

An approach that places usage at the heart of project success and helps maximize the value of digital investments.

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