Bluefox’s Human-Centric ICT Transformation Using Jenesis™ Methodology

Context

The Client, a professional association in the health sector (3,000 members) in Australia, aimed to modernize its legacy ICT systems, which had become inefficient, fragmented, and costly. The association needed an integrated platform to manage membership, credentialing, and learning in a seamless, user-friendly way. This transformation required integrating three major platforms: iMIS (for membership and credentialing), TopClass (for learning), and Higher Logic (for member engagement).

Bluefox Strategic Advisory Services (Bluefox SAS) was engaged to lead this transformation through advisory, project management, and implementation support. Leveraging its Jenesis™ methodology - a trademark, human-centric framework - Bluefox approached the project in a structured yet compassionate manner that prioritized people, outcomes, and sustainable change.

The Challenges

1. Complex, Inefficient Systems

   The existing ICT environment was outdated, requiring significant manual workarounds and causing delays in service delivery to members.

   
   

2. Fragmented User Experience

   Poor integration between systems made navigation difficult for both members and staff, especially in recredentialing and CPD tracking.

   
   

3. Post-Go-Live Disruptions

   Despite transitioning to new systems, the Client experienced unresolved technical and user-experience issues, leading to frustration and reduced trust.

   
   

4. Change Fatigue and Low Confidence

   Staff and members were overwhelmed by previous failed attempts at transformation and needed reassurance, clarity, and practical guidance.

   
   

5. High Staff Turnover Due to Poor Engagement

   The lack of a cohesive digital strategy and ongoing support contributed to disengagement and burnout, leading to high staff attrition and institutional knowledge loss.

Bluefox’s Human-Centric Approach Using Jenesis™

Bluefox applied Jenesis™, its proprietary transformation methodology, to anchor the project in both strategic clarity and empathetic execution:

1. We listened deeply to both staff and member stories, identifying the emotional and operational barriers.

   ➡️ Meta-Model Questioning was used to challenge generalised beliefs (“this always fails”), helping stakeholders articulate specific pain points and unspoken needs.

   ➡️ Timeline Techniques allowed individuals to reflect on past transformations and anchor into a compelling future state.

   This phase involved mapping stakeholder experiences and identifying barriers and enablers for change.

   
   

2. We co-created the transformation roadmap, engaging stakeholders across levels.

   ➡️ Perceptual Positions were used in group facilitation to help teams step into each other’s perspectives (e.g., IT, admin staff, members), fostering empathy and aligned priorities.

   ➡️ Pacing and Leading helped us build trust by first validating past frustrations before guiding them into solution-focused dialogue.

   Trust-building was critical. Bluefox engaged key Client stakeholders (from leadership to front-line staff) to co-create the transformation roadmap. Members were consulted to ensure their needs were also front and center.

   
   

3. Rather than pushing, we created psychological safety.

   ➡️ Reframing helped transform resistance into insight: “What’s broken?” became “What’s possible if this works?”

   ➡️ Anchoring reconnected staff with moments of past resilience and success, reigniting belief in their own ability to lead through change.

   Through expert project management, Bluefox carefully navigated technical complexities while nurturing human relationships. This included facilitating vendor coordination, simplifying workflows, and providing a calm, supportive presence during high-stress periods.

   
   

4. Empower

   Training wasn’t just technical, it was transformational.

   ➡️ We embedded anchoring into onboarding sessions, helping staff associate the new systems with confidence and clarity.

   Instead of just deploying new systems, Bluefox helped the Client embody the changes, aligning people, policies, and practices. Staff training was personalized and grounded in empathy, making change feel achievable and valuable.

   
   

5. Simplify

   We redesigned processes with staff input to reduce complexity and cognitive load.

   ➡️ Chunking Down (breaking complex systems into digestible components) supported quicker learning and ease of use, especially around credentialing and CPD tracking. It also helped the Client develop repeatable, sustainable operational practices to maintain improvements beyond the project lifespan.

   
   

6. Iterate

   We used real-time feedback loops to adjust implementation.

   ➡️ Well-Formed Outcomes helped define clear and motivating goals with staff, ensuring each iteration moved toward a shared vision. Bluefox worked with the Client to fine-tune the system based on real-time feedback from users. This iterative cycle allowed for continuous improvement and user confidence building.

   
   

7. Systemise

   We institutionalised best practices and created durable support mechanisms.

   ➡️ Future Pacing helped teams visualise ownership of systems long after the consultants had exited, building a sense of capability and control.

   Finally, Bluefox ensured that the Client had robust governance, documentation, and workflows in place to scale up and build resilience for future needs.

Outcome

Bluefox’s use of Jenesis™ and its human-centric mindset delivered lasting benefits for the Client:

• A Seamless Member Experience

  Integrated platforms now offer a cohesive journey for members, from joining the association to maintaining credentials and accessing learning through a single interface.

  
  

• Simplified Credentialing

  The recredentialing process, once a major source of confusion, is now intuitive and automated, saving time for members and administrators alike.

  
  

• Empowered Staff

  Client staff received targeted training and ongoing support, leading to increased confidence and a smoother operational rhythm.

  
  

• Stronger Engagement and Trust

  Members report improved satisfaction with the system. The transparency and responsiveness during the project reestablished trust in the Client’s digital platforms.

  
  

• Sustainable Change

  The Client is now equipped to manage, improve, and scale its digital infrastructure without dependency on external intervention.

Conclusion

This transformation is a strong testament to Bluefox’s proven performance, strategic insight, and human-centric innovation. By applying its proprietary Jenesis™ methodology, Bluefox turned a legacy system overhaul into an opportunity for organisational growth, cultural alignment, and meaningful user impact.

Jenesis™ isn’t just a framework, it’s a way of walking alongside clients, co-creating solutions that respect the human journey while delivering measurable, strategic outcomes