user adoption strategies

APRIL 15, 2023 | SLIDE 1

USER ADOPTION FRAMEWORK


• Bridging the gap between • People • Processes and • Tools

• Enabling effective and efficient use of Tools and Processes

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End user (MS Office, SharePoint, Lync, …) IT Technical Training (MS Servers, Linux, …) Developer (Generic, Java, .NET, …) Applications & Solutions (AX, CRM, CAD/GIS) Hands-on training, demo, coaching, e-learning,

train-the-trainer, blended learning, … Team

Pool of 26 Trainers and Technical writers + Associate Trainers

Infrastructure Classrooms on different locations On-site or remote classroom setup


End User Training IT ProfessionalsDevelopment Java & .NET

Documentation & E-Learning

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YOUR CURRENT SITUATION

Fast moving/evolving world Many changes

Business driven IT driven


PROBLEMS DUE TO CHANGE?

Users struggeling to keep up Users revolving against change People don’t like to be changed


WHAT’S THE IMPACT?

Loss of business value effective and efficient use of a new

solution by the end-user Project considered as ‘failed’

Users hang on to the ‘old way of working’

Lower ROI and VOI (value of investment)


THE SOLUTION


USER ADOPTION VS CHANGE MANAGEMENT

ICT Solution

Business processes

Organisation

Organizational Change

Management

User Adoption


USER ADOPTION FRAMEWORK

IT Driven changes vs business driven changes Low user adoption is costly First and second wave people User adoption is a process not an event

Responds to a specific event (trigger) Must deliver a specific result to the customer Able to be measured/performance driven


THE FOUR STAGES OF USER ADOPTION

Winning attention

Cultivating basic

concepts

Enlivening applicability

Making it real



Winning attention

Cultivating basic

concepts


Making it real


WINNING ATTENTION

Todays work environment Workload is high No time to think about better ways to do something

Make sure the message rises above the noise and clutter of day to day life


WINNING ATTENTION

•Strong middle and senior management support, communication to emphasize the underlying reason(s)

Executive support and sponsorship

•Paint a picture of what could be. If we start working in this way, then…Real-to-life scenarios

•Show how it’s being used by a real group or in a real situationExemplar stories

•Small event(s) to emphasize a new solutionA roadshow•Make good use if you’re facing chaos and uncertaintyOrganizational chaos


REALDOLMEN OFFERING

Communication plans Communication support

Newsletters, Flyers, Posters, Post on Intranet… Aimed for a specific target groups

Demo session to stakeholders Customer cases

References of comparable projects



Winning attention

Cultivating basic

concepts


Making it real


CULTIVATING BASIC CONCEPTS

People should know what the tool can do Demonstrate basic principles Do not teach everything Show the bigger picture


CULTIVATING BASIC CONCEPTS

Classroom training

• Classroom training as part of a larger process, not a one-time event.• Space before and after training for discussion• If too much information is given at once, people won’t be able to absorb.

Web-based training

• Live Remote Training• Recorded Web Seminars• Full e-learning courses

Pages on the intranet

• User oriented help information posted on a specified location


Learning paths

Planning, administration

and certification

Instructor-led training

LMS

Pre and post tests

Ask Education

E-learning & documentation

Learning as a

Service

REALDOLMEN OFFERING


TRAINING PLAN


TRAINING

Train the trainer methode End user training


E-LEARNING


GUIDELINE – WERK INSTRUCTIONS


QUICK REFERENCE CARDS


INTRANET PAGE


DON’T STOP NOW


MIND THE CHASM



Winning attention

Cultivating basic

concepts


Making it real


ENLIVENING APPLICABILITY

Work along side a group/team Explore reasons and value “me, us, my group and team”


ENLIVENING APPLICABILITY

Facilitated group re-imaging

• Work with a group or team and explore how they could apply

One-to-one coaching

• Observe and modify the way people are working

Embedded champion

• A peer or colleague who advocates the new solution

Sandbox for experimentation

• A safe place to learn and experiment

Easy first steps

• To reduce to overwhelming nature of a new environment


REALDOLMEN OFFERING

On the job coaching One-on-one With team

Education experts desk Easy access to trainers



Winning attention

Cultivating basic

concepts


Making it real


MAKING IT REAL

Business gets done in the new system. Alternative systems are removed Other people expect you to use it The new system is integrated in other systems


MAKING IT REAL

Zero other options

• Old habits die hard• Turn off, make inaccessible or mark the old system as read-only

Stop doing, start doing patterns

• Specific activities describing before and after.• Stop sending documents by e-mail, start sending links to portal

Bulk loading party

• Move current information from old to new system

Internal user group

• Virtual team with focus on continuing Education


REALDOLMEN OFFERING

Organizing/moderating bulk loading parties Creating stop doing, start doing patterns


CREATING THE USER ADOPTION APPROACH


CREATING THE USER ADOPTION APPROACH1. The user adoption jigsaw

Winning attention

Cultivating basic

concepts

Enlivening Applicabilit

y

Making it Real



2. Have a written plan One pager Makes you think about the options Gives you something to share Involves other people



3. Appoint a user adoption specialist Plan the approach Own the user adoption approach Advocate for the user Watch out for adoption pitfalls Keep in touch with

other user adoption specialists

UserAdoptionSpecialist


MEASURING USER ADOPTION

1. System utilization

2. Justified and unjustified investments

3. The change in mix of using systems

4. End-user satisfaction

5. Service desk tickets


REALDOLMEN OFFERING

User adoption plan Targeted for your company

Creation of communication plan Determine KPI’s for user adoption

Create the baseline Monitor the progress of user adoption Implement corrective action if necessary

user adoption strategies

Software

stages of user adoption

user adoption framework

wave people user adoption

end user training

changes business driven

winning attention todays

basic concepts

real group