In our experience, many change management methodologies do not account for the human experience. When transformation is designed without understanding how humans make decisions and experience change, the results often fall short. To account for this, Davis Pier has developed the CAPER Model, our human-centred approach to change management that guides teams through every stage of a project’s lifecycle.
Grounded in peer-reviewed research and evidence from our own projects and practice, the methodology integrates behavioural science, traditional change management theory, service design, and project management principles. CAPER ensures structured, people-focused strategies are embedded from the start of any project or transformation initiative.
The CAPER Model was developed by Davis Pier’s change management team, behavioural scientists, and service designers. It reflects the combined expertise from some of our most complex transformation projects—and it equips our teams with practical, research-informed tools to navigate change with confidence.
How CAPER works
Too often, change management shows up as a standalone workstream. And it’s often tacked on late or once key decisions have already been made. By then, teams are left reacting to change rather than actively shaping it.
CAPER intentionally embeds change management into every phase of a project. At each step, we focus on:
- Context. Understanding the broader landscape, key players, history of change, and motivations.
- Audience Impact. Identifying who is affected, how they’re impacted, and what emotions or needs they bring.
- Plan. Co-creating strategies, communications and training that meet people where they are.
- Enact. Activating plans through clear, thoughtful communications and engagement.
- Reinforce. Measuring outcomes, tracking behavioural indicators, and equipping teams to sustain change.
Scaling CAPER Across Public-Sector Transformation
CAPER is designed to support any system change, whether complex or straightforward. Its flexibility allows governments to apply a consistent, people-focused approach across programs and portfolios—supporting culture shifts, digital transformation, policy implementation, and service modernization.
By anchoring change in lived experience and practical evidence, CAPER helps public-sector teams strengthen adoption, build trust, and deliver outcomes that last.
Rebecca Varin (she/her) is a Principal at Davis Pier with extensive experience in public sector and social services transformations. Her work is focused on change management, communications, training, and project management. Rebecca has a collaborative spirit and embeds a people-centric approach into her work.
