Whitbread, a leading hospitality business, embarked on a transformative journey to address the challenges faced by their frontline workforce.
With thousands of employees working across various venues, the organisation recognised the need for a unified, accessible solution to streamline operations and enhance employee engagement.
They then partnered with us at Changing Social, where Whitbread launched the “Whitbread in My Pocket” initiative, leveraging Microsoft Viva Connections to frontline teams to deliver a mobile-first, inclusive digital workspace.
Understanding the Challenge
Before the implementation of this initiative, frontline teams at Whitbread struggled with operational inefficiencies.
Completing everyday tasks required accessing multiple systems, portals, and websites, often through shared devices, this was time consuming and somewhat complicated. This not only slowed down processes but also created an additional layer of complexity that left employees feeling disconnected from the organisation.
Whitbread identified the dependency on shared devices as a key limitation. The inability to access essential tools and information on personal devices limited flexibility and made simple activities unnecessarily time-consuming. It became evident that a new solution was required – one that prioritised accessibility, efficiency, and inclusivity.
Setting Clear Objectives
The deployment of Viva Connections was guided by three primary goals.
Firstly, Whitbread aimed to maximise the value of their Microsoft F1 and F3 licences for frontline employees.
Secondly, they sought to create a solution that would save time and improve accessibility for workers, enabling them to complete essential tasks with greater ease.
Lastly, the initiative aimed to foster a stronger sense of belonging and inclusion among employees by improving communication routes and aligning them more closely with the organisation’s values.
Shaping the Vision Through Workshops
At the outset of the project, we facilitated a series of Change Discovery and Envisioning Workshops.
These sessions provided critical insights into the needs and expectations of frontline employees. A key takeaway was the importance of making personal mobile device use optional. To encourage adoption, the solution needed to offer compelling, tangible benefits that frontline workers had not previously experienced.
Another insight centred on employee engagement. Many workers expressed a desire for better connectivity with the organisation, particularly in terms of communication and career development. This feedback shaped a strategy that prioritised inclusivity and ensured that frontline workers felt valued as part of Whitbread’s broader community.
Pilot Phase: A Collaborative Approach
The pilot phase was instrumental in refining the “Whitbread in My Pocket” solution.
We worked closely with frontline employees, showcasing the platform’s capabilities and seeking their input at every stage. The team ensured the final solution was practical and user-friendly by involving these workers in the design process.
The pilot served as a proof of concept, demonstrating how Viva Connections and SharePoint could be seamlessly integrated to provide a mobile interface that connected workers to core applications and services. Feedback from the pilot group was overwhelmingly positive, highlighting the importance of engaging end-users early in the process.
Leadership Engagement and Organisational Alignment
Leadership and management workshops played a pivotal role in raising awareness and gaining executive buy-in for the initiative.
These sessions highlighted the disconnect that had previously existed between frontline workers and the wider organisation, as well as the opportunity to bridge this gap through “Whitbread in My Pocket.”
The workshops provided an open forum for feedback and discussion, with senior leaders recognising the potential of the platform to transform not only operations but also the culture of communication within Whitbread.
Delivering the Solution
The final solution was built around Microsoft Viva Connections, acting as a central hub for content and services accessible via mobile devices. Dedicated Team Sites were introduced, using a consistent template to enable venues to share information locally with ease.
SharePoint pages were developed to provide access to frequently used applications and resources, while a dedicated Viva Engage community was launched to support collaboration and employee wellbeing.
A particularly impactful feature was the integration of career development tools, allowing employees to explore job openings and opportunities for progression directly through the platform.
This not only streamlined the process but also reinforced Whitbread’s commitment to supporting its workforce.
Driving Adoption Through Training and Resources
To ensure the success of the rollout, we developed a range of training resources, including quick-start guides, onsite sessions, and bite-sized videos.
Of these, the “Day in the Life” marketing video resonated most with frontline workers. By illustrating real-world scenarios and showcasing the platform’s capabilities in practical terms, the video helped employees immediately see the value of the solution.
Overcoming Challenges
The programme was not without its challenges. Midway through the deployment, Whitbread underwent a company-wide reorganisation, requiring a temporary pause in the rollout.
However, this pause proved beneficial, allowing other internal projects, such as the deployment of Microsoft Authenticator, to align with the initiative. By the time “Whitbread in My Pocket” launched, the authentication infrastructure was in place, setting the programme up for success.
Measuring Success
The success of the initiative was tracked through a combination of usage reports and employee feedback. Significant increases in engagement with Microsoft Teams, Viva, and SharePoint highlighted the programme’s impact, while feedback loops built into the solution allowed frontline workers to share their experiences directly.
The response was overwhelmingly positive, with employees reporting improved efficiency and a stronger sense of connection to the organisation.
Key Learnings and Future Impact
One of the most valuable lessons from this project was the importance of involving frontline employees throughout the process. By giving workers a voice in shaping the solution, Whitbread was able to deliver a platform that truly met their needs.
The success of “Whitbread in My Pocket” has not only improved operational efficiency but also laid the groundwork for future technology initiatives. By fostering a culture of collaboration and inclusivity, Whitbread has set a new standard for engaging and empowering its workforce.
Conclusion
The “Whitbread in My Pocket” initiative demonstrates the transformative power of thoughtful, employee-centric technology solutions.
By addressing the specific needs of frontline workers and leveraging Microsoft Viva Connections’ full potential, Whitbread has created a more connected, efficient, and inclusive workplace.
