3. Starting Off…
How will we get users to “love” the new software?
How will we know if they don’t?
Who owns user adoption?
What do adoption metrics look like?
What do adoption best practices look like?
5. Communications
Work Collaboratively With Software Partner To Create A Communications Plan
Think: Who, What, When, Where, Why, Etc.
Build Positive Awareness & Interest
Communicate With Clarity
Communicate Relentlessly
Define Audience Specific Communications
All Users
HR
Admins
Managers
Executives
Define Welcome Experience
Welcome Letter
Welcome Package
Think: What Do We Want Users To Feel The First Time They Experience The "New"
Software?
6. Assessment
Survey Users Prior To Onboarding
Set The Table
Review For Learning Styles
Review For Expectation Gaps
Review For Anxiety Gaps
Review For Communications Gaps
Review For Skills Gaps
7. Training
What Is Important For Us To Teach?
What Is Important For Us To Learn?
What Content Should Be Delivered?
How Should Content Be Delivered?
How Will We Internally Share Best Practices?
Ultimately, How Do We Train For The “New Way” Things Will Be Done?
Partner To Create Training That Is Fun And Informative
8. Onboarding
Change Hurts
Treat Users Humanely
Make Users Feel Special
Create Excitement For The “New Way”
What Are The Tactical Goals
What Are The Strategic Goals
Hold Group & Individual Meetings
9. Change
Create: Current State, Future State
Plan The Work, Work The Plan
Anxiety Management (Read: We're Going To Take Care Of You... No Matter
What)
Expectation Management (Yesterday You Did, Tomorrow You'll Do)
Think: The Different Stages Of Adoption
Early Adopters
On Pace
Laggards
Develop Process Touches
Processflow First 30, 60, 90 Days
People Touches
Technology Touches
Management Of Data
Long Term: How Will You Manage Periodic Check-ins
10. Performance
Add Software Adoption To Performance Review
Add Software Use To Job Description
Evaluate Skills
Evaluate Competencies
Create User Certification Program
Manage Quality Via Usage
13. Engagement
Encourage All Users To Join User Communities (Online / Offline)
Encourage Knowledge Sharing / Transfer
Send (Super) Users To User Conferences
15. Peer Review Questions
Product
Does it do what they said it would?
Sales
Would you purchase from them again?
Negotiation
Was it fair?
Implementation
How did it go?
Training
Did they train everyone?
Adoption
Are employees using the technology?
Support
Are they there for you?
17. Upcoming Research
In September, KeyInterval will be researching the question of how much and how often
employees use HR Enterprise Software.
We are really curious about User Adoption (UA) of enterprise software. We think that the
successful management of UA is one key to making a more effective HR department.
Understanding what’s normal and usual will help with expectation setting for people who
implement systems.
There are a number of questions exposed by the first one:
Does it matter how the software implementation process went?
Does that impact the way that a piece of software is used on a day-to-day basis?
Does a less than perfect implementation process impact other related tools and their
usage?
Our curiosity multiples each time we think about UA. We’re pretty sure that organizations
that are good at getting optimal UA also get the maximum return from their investment.
Research will be available on 9/15/2015.