Workfront Expert Insights - Evolution of a Instance with Jen Desmond
Welcome to the latest Expert Insights episode! I’m Cynthia Boon, your “On-Demand” Workfront CSM. Ever wonder how other customers evolve their Workfront instance over time—or how to navigate change without it feeling overwhelming?
In this episode, we’re joined by the incredible Jen Desmond, Technical Success Advisor at Adobe, who shares her journey from first-time Workfront user to trusted expert, along with practical advice for managing change and growing your instance with intention.
You’ll walk away with thoughtful insights, including:
- Why change in Workfront can feel “heavy”—and how to reframe it with a positive mindset
- The importance of acceptance and focusing on what you can control when navigating change
- How to bring your users along in the change journey (instead of change happening to them)
- Real-world strategies for simplifying processes and knowing when it’s time to evolve
- A fresh perspective on balancing effort vs. value when optimizing your instance
Resources
Jen also shares some of her favorite resources—including why Fusion templates, Blueprints, and shared best practices can make all the difference. Learn more here:
But wait! She has more advice to share!
More thoughts about the “how to lighten the load” question:
This might be a controversial one, but add to your timeline for implementation. Don’t overpromise your go live date for your changes. In your plan you’ll do everything you can to cover everything that needs to happen, but how often does anything go to plan? You don’t want to be scrambling because you know who suffers? Your users. And then your user adoption tanks and good luck from there. I know it’s hard to get stakeholder buy-in to push something out and I know because I’ve had those conversations, but the reality is, spend more time, or pay for it in worse ways later.
Another thing - Don’t forget communication!
When facing change, communicate, communicate, communicate! Let users know it’s coming as soon as you have a concrete picture of the change. Don’t surprise them, and don’t wait to train them until after it has happened. Give them time and space to be annoyed, and then support and prepare them before they actually have to change.
About the speaker
Jen Desmond is a Sr. Technical Success Advisor who partners with customers to simplify complex processes, improve adoption, and design solutions that reflect how teams actually work, not just how they’re supposed to work. She has a strong passion for Workfront Fusion, helping customers understand how automation reduces manual effort, connect systems, and scale their processes with confidence. Jen’s focus is always on what’s practical to help organizations move faster, collaborate more effectively, and grow in a sustainable way.
Have something to share?
Do you have a great story to share, either during an event or in an Expert Insights video? Please reach out to our team at CSatScale@adobe.com.
And if you like learning about new ideas and creative approaches, then don’t forget to register for upcoming workshops on the Experience League Events page.