Modernization of IT Workstations – Change Communication for approx. 20.000 Employees

Change and management communication, stakeholder dialogues and knowledge management in a major three-year project.


German corporate and retail bank


Change Support
Change Communication
Strategy Communication

External Expertise and Dedicated Resources for a Mammoth Project with many Obstacles

The IT systems of two large banks were harmonized as part of a comprehensive merger process. This included modernization of the IT workplace infrastructure and the IT workplaces of all employees. Since the conversions had to be carried out within a tight schedule and operations had to continue smoothly, special attention was devoted to change and user communication.


Development and design of the communication strategy:

  • Communication focused on the contribution to the overall strategy
  • Handling of different levels of action: strategic communication, process and change communication and empowering those directly involved in the project in communication techniques
  • Development and implementation of dialogue-oriented measures and user communication
  • Use of different media, intranet and branding

Involvement of managers and other stakeholders:

  • Integration of various project clusters, approx. 25 departmental coordinators and 200 multipliers
  • Support for close interaction between the actors involved
  • Implementation of web conference with all top executives
  • Regular interviews with users after conversion
  • Conception and moderation of workshops and working sessions with project participants and stakeholders
  • Use of different methods such as classical moderation, sprints (based on Scrum), large group formats, fluid facilitation and rapid prototyping


  • Conception and successful implementation of the communication strategy
  • Scheduled provision of all relevant information on the respective changes for different target groups, through different channels and in different formats
  • Facilitation of the change process through integrative and participative exchange and feedback formats

Success Factors

  • Systemic change communication consulting
  • Regular coordination in the form of jours fixes and editorial meetings
  • Direct cooperation on site at the project site
  • Provision of support to the crisis management team and standby service for critical IT changes
  • Use of agile working methods such as sprints, fluid facilitation and rapid prototyping

Contact us

Peter Tschernes special strengths lie in accompanying development processes and designing internal communication architectures.

Peter Tscherne