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User Adoption


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User Adoption

  1. 1. User Adoption
  2. 2. 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?
  3. 3. User Adoption 2.0 Communications Assessment Training Onboarding Change Performance Succession Rewards Engagement Metrics
  4. 4. 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?
  5. 5. 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
  6. 6. 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
  7. 7. 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
  8. 8. 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
  9. 9. 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
  10. 10. Succession Identify Critical Users Roles Create Contingency Plan (Read: Critical Roles) Create Redundancy (Read: All Roles) Cross Train
  11. 11. Rewards Create Usage Specific Incentive Programs Create Knowledge Sharing Incentive Programs
  12. 12. Engagement Encourage All Users To Join User Communities (Online / Offline) Encourage Knowledge Sharing / Transfer Send (Super) Users To User Conferences
  13. 13. Metrics What Is The Usage Goal Speed To Reach Goal
  14. 14. 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?
  15. 15. Remember… "a feature is not a feature unless users use said feature"
  16. 16. Thank You William Tincup, SPHR, SHRM SCP Tincup & Co. Email = Website = Mobile = 469-371-7050 Twitter = @williamtincup Instagram = @williamtincup LinkedIn = Facebook = Skype = williamtincup