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When organisational change happens, we often see two patterns show up again and again: the bell curve and the Pareto principle.
Change is a journey. And when it comes to digital transformation, that journey can feel messy, uncertain, and overwhelming.
Here’s the good news: two simple frameworks can help leaders bring order to the chaos: the bell curve (which explains how adoption happens over time) and the Pareto principle (which shows where efforts deliver the most impact).
When leaders master these principles, system changes become smoother, adoption rates improve, resistance decreases, and teams stay aligned through every stage of organisational change. Let’s unpack these two frameworks and explore how to use them to support business systems change.
When businesses roll out new systems, not everyone embraces change at the same pace. The bell curve, also known as "normal distribution" shows that most people in an organisation will sit in the “middle” when it comes to change, and helps leaders anticipate and support team's reactions to change:
Innovators & Early Adopters: These are your enthusiastic champions. They don’t need much convincing, they’re excited to test new systems.
Majority, Early & Late: This is the bulk of your team. They’re not resistant, but they’ll need consistent support, clear communication, and time.
Laggards: The group that holds on the longest. They’ll need reassurance, extra guidance, and often one-on-one attention.
Accepting that adoption happens in waves allows you to tailor your support and expectations, rather than expecting everyone to embrace change simultaneously.
1. Who in our team are likely early adopters and how can we engage them as champions?
2. What resources and support will the majority need to stay on track?
3. How will we encourage the laggards without causing frustration or burnout?
Identify your champions early, give them support and visibility. They can influence others more effectively than leadership alone.
Plan out steady check-ins and communication rhythms for the majority group. The key here is consistency, not one-off enthusiasm.
For laggards, resist the urge to label them as “problems”: instead, use empathy. Ask: What’s really behind their resistance... fear, habit, ego, a gap in skills? Then solve for that.
The Pareto principle (the 80/20 rule) reminds us that 80% of results often come from just 20% of effort. In digital transformation, this applies to:
Processes: A few key workflows will deliver the majority of value.
Features: Not every shiny tool is worth rolling out at once.
People: A small group of influencers and power users will make or break adoption.
Early in the project, identifying this vital 20% allows you to focus your communication, training, and resources effectively. In the middle of the project, this principle reminds you to concentrate on critical workflows and features that deliver the most value rather than overwhelming users with every possible function. And towards the end of the journey, it can be a powerful reminder to train with discernment: too much training can become counter-productive and overwhelm the team.
1. Who are the key influencers and power users in our organisation, and how can we best support them?
2. Which processes or features will have the biggest impact on productivity and efficiency?
3. How can we prioritise training and resources to maximise adoption?
Instead of training teams on every single feature, ask: Which two or three functions will unlock the most productivity for this team? Start there.
When designing rollout communications, remember not all messages matter equally. Prioritise the ones tied to your biggest outcomes.
Here’s where the real magic happens: combining the two lenses to gain even sharper clarity. The bell curve shows you when adoption happens and who to focus on at each stage. The Pareto principle shows you where to apply your effort for maximum impact.
Together, they create a practical map for leading change without getting lost in the weeds.
1. How does our adoption plan evolve across the different adopter groups?
2. Are our efforts focused on the features AND user groups that create the most value?
3. How do we maintain momentum for the majority of our team?
Carefully plan steady check-ins and clear communication rhythms for the majority of the organisation, while allowing for more tailored attention to specific groups.
At each adoption stage, revisit the Pareto principle and honestly assess whether the organisation's efforts should remain focused on those areas.
Have a strategy on hand to keep momentum alive once the early wave of excitement fades... because it will. it always does.
Managing change successfully means understanding the natural patterns people follow when adopting new systems.
By understanding the bell curve, leaders can anticipate adoption patterns and support their people where they are. By applying the Pareto principle, organisations can focus their resources and energy where it makes the biggest difference. Together, these frameworks help leaders navigate digital transformation with confidence and compassion.
Take our free Strategic Change Readiness Scorecard. In just a few minutes, you’ll pinpoint strengths, uncover blind spots, and get clear next steps to guide your team through transformation with less friction and more momentum.
People and systems can be in sync. Let's get there.
