In which Andie Kis of Devoteam describes one of her recent large ESM projects, how this has evolved and developed from an initial technology project into an organisational-wide transformation programme. Andie highlights the necessity of good self service at the core of the programme and the value of a common platform. Also, there is the need to use simple user-friendly language and terminology, as part of a ‘human-centred’ experience. We also learn Andie’s favourite (gin-related) tipple…