Design Thinking–Based Change Management Checklist

Answer each statement by circling the ‘Y’ meaning ‘yes’ or ‘N’ meaning ‘no’; circle both (Y/N) if the statement applies sometimes

The more ‘Y’ answers the better; more ‘N’ answers shows where more work is required

A. Emphasise — Understand People, Context and Impacts

Conduct stakeholder interviews covering emotions, motivations, frustrations, and aspirations. (Y/N)
Observe work-as-done (shadowing, day-in-the-life studies). (Y/N)
Create empathy maps for key groups (frontline, leaders, customers, support teams). (Y/N)
Identify current pain points, workarounds, informal practices, and cultural norms. (Y/N)
Map stakeholder journeys (current-state journey maps). (Y/N)
Assess readiness, concerns, and levels of trust in leadership. (Y/N)
Capture insights in a consolidated insight pack. (Y/N)

B. Define — Clarify the Real Change Problem

Synthesize insights into themes (needs, barriers, enablers, emotions). (Y/N)
Distinguish between presenting problems and root causes. (Y/N)
Draft “Problem Statements” and validate with stakeholders. (Y/N)
Create “How Might We…” (HMW) statements to focus ideation. (Y/N)
Define success criteria and behavioural outcomes for the change. (Y/N)
Align problem definition with strategic goals and user needs. (Y/N)
Ensure cross-functional agreement on the reframed change challenge. (Y/N)

C. Ideate — Generate Options for Change

Facilitate diverse ideation sessions (co-design workshops). (Y/N)
Use creative methods (brainstorming, forced associations, etc). (Y/N)
Encourage quantity first, then filter for viability/impact. (Y/N)
Involve employees from different levels, not just leaders. (Y/N)
Develop multiple approaches for adoption, training, engagement, and communications. (Y/N)
Prioritise ideas using a simple matrix (impact vs. effort). (Y/N)
Select a shortlist for prototyping.

D. Prototype — Test Elements of the Change Before Rollout

Build low-fidelity prototypes (mock-ups, sample comms, simple process maps, simulations). (Y/N)
Create quick pilot versions of training modules or support systems. (Y/N)
Role-play future workflows to identify friction points. (Y/N)
Include users in the prototype design to build ownership. (Y/N)
Validate prototypes with real users, not just leaders. (Y/N)
Capture feedback systematically (affinity mapping, “I like / I wish / What if”). (Y/N)
Iterate the prototype before formal testing. (Y/N)

E. Test — Validate & Refine the Change Approach

Conduct pilot testing with a representative user group. (Y/N)
Measure usability, clarity, emotional response, workflow fit, and perceived benefits. (Y/N)
Collect quantitative and qualitative feedback. (Y/N)
Identify resistance drivers, confusion points, and adoption barriers. (Y/N)
Apply iterative improvements and retest. (Y/N)
Communicate learnings transparently to stakeholders. (Y/N)
Finalise the change strategy based on evidence, not assumptions. (Y/N)

F. Implement & Embed — Integrate into Change Delivery

Translate tested insights into communication, training, and support plans. (Y/N)
Provide ongoing feedback loops post-launch (surveys, pulse checks). (Y/N)
Measure adoption behaviour, not just attendance or awareness. (Y/N)
Capture continuous improvement ideas from users. (Y/N)
Support leaders to role-model new behaviours. (Y/N)
Monitor post-implementation and adjust based on real use. (Y/N)

(source: Madel, Monika et al, 2021)