Shadowing as an Effective Method for Change.
When large-scale transformation projects are tackled in companies, they often result in a variety of training and learning programs and formats. An interesting question is always what these are built upon. One part of change management is creating a stakeholder map. Who are the key contacts? What are the challenges?
There are various approaches to creating such a stakeholder map. These include:
Interviews
Focus groups
Surveys
All valid and useful instruments for completing the picture. What I personally often find missing is an authentic understanding of the daily work life of the affected employees.
This is where something comes into play that I frequently used as a trainer at Apple: Shadowing or the conscious participation and involvement in the work environment of the target group.
My Personal Experience at Apple
My career at Apple began in sales; later I led training sessions for customers and employees. Nevertheless, the so-called Work Experience program was a central part of my development.
I was able to step into the role of an Apple Genius (technician) and:
Conduct support conversations with customers,
Handle troubleshooting and problem-solving,
Create documentation,
Even carry out minor repairs.
This had three direct and (in my opinion) significant effects:
I gained insight into the actual daily work of a Genius.
I learned firsthand about their biggest challenges.
I earned the trust of my colleagues.
This combination opened up new possibilities. Training content became more relevant, and change measures were better accepted.
The Importance of Shadowing in Change Management
Transformation projects are not just about new systems, processes, or tools. They are primarily about people, their daily routines, and their concerns.
Shadowing ensures that:
Hidden challenges come to light (those that often go unmentioned in meetings, surveys, focus groups, or interviews),
Key stakeholders who informally exert significant influence are identified,
Trust is built between the change team and the workforce.
From Information to Experience
Many training concepts fail precisely here because they are designed too abstractly. Shadowing shifts the perspective: from theoretical to practical.
As Albert Einstein aptly put it:
"Learning is experience. Everything else is just information."
The Bottom Line
Whether at Apple or in current projects: Shadowing is not an optional add-on but a strategic instrument in change management.
By applying this format, training programs are created that don't just convey knowledge but build trust – and thus enable real change.
Are you looking for genuine training programs on AI and Future Skills that accompany and support you through change management and transformation?