Client Stories

Winning hearts and minds for digital transformation



  • Convince Bupa Care Home colleagues to embrace business critical change with the introduction of a new, digital Workforce Management System (WMS).
  • Achieve a smooth transition and cross-company buy-in to a smarter way of rostering and managing time at work.
  • Overcome engagement barriers including technical messaging, changing traditional work patterns and developing new skills in an accelerated timeframe.


Extensive audience and desk research informed a communication strategy and learning framework to secure buy-in across a diverse audience with different needs, challenges and digital skills. Production of clear, persuasive learning and communications assets to help home managers share benefits and build confidence with their teams. Pilot stage and an evaluation process supported further improvements and an increase in engagement.



  • Communications that clearly articulated the ‘what’s in it for me’ through a more intimate understanding of different Care Home roles.
  • Increase in colleague buy-in through persuasive, audience-first communication strategy.
  • Accelerated roll out with estimated saving of £1.9 million per year to be re-directed to improved resident care.
  • New, smarter way of working now business-as-usual.
This was a critical, high profile project for us that raised a number of engagement challenges. LearnerLab’s audience research and recommendations enabled a well-targeted approach, which really engaged a diverse group of colleagues.
Martin Pagan, Learning Technologies Consultant, Bupa


Bupa Care Services aimed to introduce a digital Workforce Management System (HealthRoster) throughout its 300 UK Care Homes, impacting 26,000 colleagues. The idea was to replace existing manual, paper systems for staff rosters, holiday-booking and personal development planning. If successfully adopted, this new way of working could improve workforce management and reduce costs, allowing increased investment into homes and resident care. Collaborating with a cross-functional project team, we needed to convince Bupa colleagues of the benefits of HealthRoster, overcome potential barriers and engage them with training.
We needed to convince Bupa colleagues of the benefits of HealthRoster, overcome potential barriers and engage them with training.

Audience research and analysis of training needs helped us to understand the motivations and requirements of Bupa Care Home colleagues, as well as nuances of culture and systems in different homes. Building on these insights, we developed a strategy that integrated with Bupa’s initial pilot programme and tailored communication and learning support for each different job role (care, medical, administration, kitchen staff and more).

Our recommendations were followed by the production of audience appropriate online and print content, including a targeted explainer video, posters, leaflets, Managers’ Guide and presentation slides. Partnering with internal teams meant we could support smooth adoption and design an evaluation model to support ongoing effective use of HealthRoster.

The research findings, communications strategy and content have been very well received, helping us realise some key project benefits that also positively impact our residents
Martin Pagan,
Learning Technologies Consultant, BUPA


Aligning benefits to proven needs
By promoting the new system as a ‘one-stop-shop’ for colleagues to manage their working lives, we were able to clearly communicate the benefits and motivate engagement. It was also key to acknowledge and address potential barriers – such as data protection concerns and technical skill gaps – to secure maximum engagement.

Simple, learner-first communications
Our strategy took into account elements such as biometric (fingerprint) authentication training and other learning support, with simple, clear explanation, as well as equipping managers to effectively communicate the benefits and learning around the new system.


Bupa estimates that successful adoption of the new system and working practices will result in a cost-saving benefit of £1.9M – due to improved staff planning. By developing targeted materials based on our insights, internal communications around the new system have been significantly improved.

Our evaluation process enables trainers to diagnose where people need help and measure how effective the learning communications are. Recommendations for ‘super users’ and a ‘buddy network’ also encourage colleagues to support new users for continued, positive adoption.