Many organizations believe that thorough training is the only step necessary to ensure user adoption. That assumption could not be more wrong. Effective user adoption begins at the planning stage of a project, and is threaded throughout the life cycle. And the adoption process continues well beyond the initial training sessions. C5 Insight applies the LUCK Principle™ to every step of the process to make sure that the client's team is heard, that the issues and needs are understood, that those needs are addressed in training and in the solution, and that the team is continuously improving by evaluating the results in terms of adoption and other key performance indicators.
Adoption Begins with Listening
User adoption actually begins in the planning phase of a project. Ensuring that the core project team is comprised of a balanced mix of business and technology representation is critical. Followed by equal representation of stakeholders, executives, subject matter experts and day-to-day users. C5 Insight aids organizations by facilitating powerful LUCKstorming™ sessions that foster active listening, listening with the intent to learn rather than respond, and listening to reach greater depth in content due the varying levels of engagement. Finally, allowing those voices to be heard equally is of the utmost importance.
Listening is followed by Understanding
As a project enters the Agile development phase, user adoption can be advanced using concise Sprint closure demos. These are performed to demonstrate to the core team, subject matter experts and executives that the requirements have been understood and implemented correctly. These sessions also provide a mechanism for feedback to continue to provide the stakeholders with a voice in the direction of the project. Seeing the newly developed components in action can also drive excitement and foster “viral marketing” of the solution to other employees.
Connect with the Technology and One Another
Utilizing a well-defined training approach similar to C5 Insight's STARS methodology, See - Try - Apply - Review - Start, is a clear step in the right direction when it comes to user adoption. Robust training delivered at the right time will aid users in the transition from legacy technologies and frameworks. The most important aspect of the STARS methodology as it relates to adoption is “Start”. This concept puts the user in the driver’s seat to begin practical application with regard to the new technology and day-to-day operations. As users begin to connect with the application, they can begin to appreciate the benefits and begin to formulate improvements on both the technology and process fronts.
Knowledge for Continuous Improvement
The final aspect of adoption relates closely to governance. Establishing sustainable mechanisms to collect and prioritize feedback is crucial. As users exercise the ability to submit feedback, they will expect action. If the project leadership team chooses to disregard the suggestions and allow the system to become stale with regard to enhancements (especially those that impact ease of use), the risk of user defection increases. The user audience will feel engaged and empowered if the Leadership Team is listening and acting upon the feedback. This creates a cycle of continuous improvement for both the technology and processes. To ensure continuous improvement is happening throughout the organization, C5 Insight recommends focusing on the following areas:
§ Regular evaluation of user adoption and productivity by the leadership team and identifying training needs that will improve these areas.
§ New employee on-boarding.
§ Ongoing reinforcement, deep-dive, coaching and one-on-one training.
Consider applying The LUCK Principle™ to your next project to ensure early and sustained user adoption throughout the duration of the project and beyond. But remember, don’t wait to start…. Adoption begins in the planning phase!
For more information about C5 Insight or this blog entry, please Contact Us or visit The Luck Principle website.
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