The Change Partner
Hampton Bank

Project Compass

Change on a page

Draft v0.2 | 29 January 2027 | Change lead, Change Made Simple

The change plan on one A4 landscape page: the strategy, the five steps, the milestones, what changes and the plan for each team. The detail behind it is in the Detailed change plan.

Changed in v0.2 4 updates
Hampton Bank

Project Compass: change on a page

Salesforce and Compass Assist | Wave 1 Victoria, Wave 2 New South Wales | Draft v0.2, 29 January 2027

Change level: Complex
Change management strategy

Know what changes in your day, practise it before go-live, and have someone on your floor to ask in the first two weeks.

StaffUnderstand what changes in their work and when, and get training that fits their shift.
BankersUse one shared pipeline that is already loaded when they first log in.
ComplianceApprove Compass Assist, and a person reviews every draft.
1VisionA visible customer-experience win by June, measured on six themes.
2AnalysisFive processes change. 20 of 25 stages are rated High.
3PlanA plan per team: impact, listening, engagement, messages, capability.
4NetworkThree banker champions named. NSW champions to come.
5ExecuteTwo go-lives, each with two weeks of hypercare on the floor.
School holidays and Easter
Mon 8 FebUAT starts
Wed 17 MarUAT sign-off
Tue 30 MarWave 1 training
Fri 9 AprCompass Assist gate
Mon 19 AprWave 1 go-live
Mon 17 MayWave 2 training
Mon 7 JunWave 2 go-live
Tue 22 JunBusiness as usual

Milestones

  1. Mon 8 Feb: UAT starts. Wed 17 Mar: UAT sign-off.
  2. Fri 26 Mar to Sun 11 Apr: school holidays and Easter.
  3. Tue 30 Mar: Wave 1 training starts. Fri 9 Apr: Compass Assist gate.
  4. Mon 19 Apr: Wave 1 go-live, Victoria.
  5. Mon 17 May: Wave 2 training starts. Mon 7 Jun: Wave 2 go-live, NSW.
  6. Tue 22 Jun: business as usual.

What changes

  • Three Hamlink screens→One customer view
  • Personal spreadsheets→A shared pipeline
  • Emailed referrals→Referrals with an owner
  • A shared mailbox→A complaint case with timers
  • Typed case notes→Drafts the agent reviews

About 1,250 people in eight teams: 808 in Wave 1 and 445 in Wave 2.

The plan, team by team

  • TeamWhat they hearHow they learn
  • Contact centre350 peopleThe three-screen workflow is now one screen.90-minute blocks that fit the shift, with early and late blocks at Docklands.
  • Branch network600 peopleReferrals live in the system, with an owner.Blocks planned around month end and Easter trading, with make-ups on 14 and 15 Apr.
  • Business bankers80 peopleYour pipeline is already loaded when you log in.90 minutes at 7:30am, before client calls. Compass Assist is opt-in from week 3.
  • Complaints40 peopleDrafts are labelled and yours to edit.Categories and timers mapped before UAT, then practice on masked records.

Watch

School holidays. Go-live is clear, but two of the three Wave 1 training weeks fall in the holidays and Easter. Rosters must allow for leave.

First three moves

  1. Pre-load every banker's pipeline and name the other two champions.
  2. Confirm the Docklands blocks and rosters by Fri 12 Feb.
  3. Get the Compass Assist test set in writing by Fri 5 Feb.
Hampton Bank is a fictional company. This page is the one-page view of the Detailed change plan.Page 1 of 1

This page prints on one A4 landscape sheet.

All outputsNext: Detailed change plan

Sources: T1 programme planning, T4 business banking workshop, T5 steering catch-up, E3 programme calendar. Related: Detailed change plan, Comms plan, Training schedule, Phased rollout.