Implementing or optimizing Applied Epic is rarely a plug-and-play project. Customization is often necessary to align the system with your agency’s unique workflows, compliance needs, and customer service models. But with great flexibility comes complexity—especially for project managers tasked with balancing stakeholder expectations, technical constraints, and timelines.
In this post, we’ll explore how to successfully manage Applied Epic customization projects, focusing on stakeholder alignment, scope control, and long-term scalability.
Identify the Right Stakeholders Early
Customization requests often originate from multiple departments—service teams want faster quoting, accounting needs specialized reports, and producers ask for more CRM features.
To manage this well:
- Map stakeholders by role and function (e.g., CSR, Accounting, Sales, IT Admin)
- Include power users and “super users” in the planning process
- Set up a steering committee or working group to validate priorities
Engaging a cross-functional group ensures customizations solve real problems and avoid duplication or misalignment.
Document and Prioritize Custom Requests
Customization in Applied Epic can include:
- Custom forms and templates
- Unique workflows or activities
- User-defined fields (UDFs)
- Automated reports or dashboards
- Specific security roles and access levels
Use a centralized backlog (e.g., in Jira, Excel, or SharePoint) to track:
- Request details
- Business justification
- Priority (e.g., must-have, nice-to-have)
- Estimated effort
Then work with your stakeholders to rank by business value—not just who shouts the loudest.
Align Customization Scope with System Capabilities
Not all requests are feasible—or wise—to implement. Project managers should:
- Work with Applied Epic admins or consultants to confirm what’s configurable vs. what requires development or vendor support
- Validate if a workaround exists using workflows, dashboards, or activities
- Ensure customizations don’t create upgrade barriers down the road
Create a “guardrail” document defining what types of customizations are acceptable, and which ones are discouraged.
Define the Scope… and Guard It Relentlessly
Scope creep is a major risk in customization-heavy Epic projects. To manage it:
- Baseline your scope after the requirements-gathering phase
- Use change request logs to track additions or adjustments
- Communicate clearly what’s in vs. out of scope, and revisit this regularly with stakeholders
If scope must change, assess the impact to schedule, cost, and testing, and document formal approvals.
Test Customizations from a User Perspective
Don’t just test for functionality—test for usability and value:
- Use real-world scenarios during User Acceptance Testing (UAT)
- Involve end users from every impacted team
- Ensure customizations improve workflows—not just automate old habits
Capture feedback and adjust before full deployment. A small change that reduces clicks or errors can have a big ROI.
Maintain a Customization Register for Ongoing Governance
After go-live, ensure there’s a record of:
- All implemented customizations
- Their purpose and owner
- Support contacts or dependencies
- Update/review cycle
This helps with troubleshooting, onboarding, audits, and future upgrades.
Final Thoughts
Customization can unlock powerful efficiencies in Applied Epic—but only if approached strategically. By involving the right stakeholders, prioritizing business value, setting clear scope boundaries, and planning for long-term maintainability, project managers can ensure their Epic environment truly supports the agency’s goals.
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Author: Kimberly Wiethoff