How To Create A Technology Adoption Strategy That Works
Why Your Organization Needs A User Adoption Strategy For Technology
From workforce changes to technological advancements, IT departments face continual pressure to keep up with end-user and business demands. But how can they meet these demands and roll out changes?
End-user adoption is critical to the success of deployments to enable the workforce and adopt new initiatives.
Unfortunately, many organizations don't embed any end-user technology adoption practices. On-staff training professionals are resource-constrained, or they are focused on other change initiatives. Regardless, an end-user adoption strategy is crucial to ensuring adoption, acceptance, and continued productivity.
That’s true in a variety of circumstances in your organization. For example, you may be:
Undergoing a workplace remodel. Physical changes to the employee workplace often result in changes to a user’s daily tasks and workflow. For example, the location of patient technology in a hospital environment is integral to a caregiver’s day-to-day routines.
Revamping an on-boarding program. It’s not just new hires who are affected by changes to your onboarding process. Do you rely on internal leaders and subject matter experts to support your program? These users may require preparatory training.
Embarking on a large technology upgrade. It is easy to focus on how your IT team will roll out and support the environment. But what about your end users, who may be less technically-adept? Something as seemingly simple as a new login screen can result in numerous help desk calls that could be avoided with proper end-user training.
For any of these situations, you should develop a proper adoption strategy. We recommend these key best practices in our development.
Follow These Technology Adoption Best Practices
The following are five best practices for successful end-user technology adoption:
1. Conduct a Needs Analysis
An important first step is to complete a needs analysis that includes shadowing and user focus groups for gap analysis. Including the end-user in requirements gathering ensures the user's needs are at the center of solution development. The needs analysis should focus on current and future state possibilities. In this evaluation, be sure to include process, people, and technology needs.
2. Design an End-User Focused Solution
Effective workforce transformation should always include input from end-users. Although this can often be a time consuming step, it helps create a solid foundation for future buy-in and trust in the program. For example, we know that when people are truly invested in change it is 30 percent more likely to stick. Provide end-users with an opportunity to provide input through workflow development workshops and user acceptance testing.
3. Conduct a Pilot Program
Pilot programs are typically conducted in a controlled environment that allows for thorough monitoring and evaluation. Pilot program participants should include early adopters, users that can then champion changes and assist in training in their respective areas. As the pilot is being run, evaluate the technology, process, and workflow impacts on the test group. As you plan the pilot program, be sure to allow time for modifications before the program is expanded to the larger group.
4. Develop and Deploy a Comprehensive Communication Strategy
We can't overemphasize the importance of a robust communication strategy pre-, during, and post-training. Before launching the training program, generate buzz and excitement about the change, and appeal to users by explaining the direct benefits to them. 1 of out every 3 employees say that uninspiring content is a barrier to their learning. Communicate, communicate, communicate!
““1 of out every 3 employees say that uninspiring content is a barrier to their learning. Communicate, communicate, communicate!””
5. Provide Custom End-User Adoption Support
Utilize custom training, not just out of the box vendor training, which often focuses solely on feature and functionality and not on how the new technology will support users in their workflow. Custom training, whether a train-the-trainer program or an end-user program, must be role-based and designed to focus on what users truly need to know at the onset of a change.
A Custom Training Program: Turning The Key To User Adoption
Don't forget these tactics for effective custom training programs:
The learning environment must mirror the situation for actual use
Training should occur as close to ”go-live” as possible
Effective training programs embed change management strategies that have worked in the past for the organization
When possible, provide opportunities for users to physically practice new behavior change
Incorporate multiple training modalities such as instructor-led sessions, online learning, and self-directed activities, being mindful of multiple shifts and roles
Be sure to support users with go-live support when the technology is up and running
Don’t Cut Corners On Training
Cutting corners on training has been a large contributor to the downfall of many change initiatives. The total loss from ineffective training is staggering: $13.5 million per year, per 1000 employees. Don't fall in the trap of delivering training simply to meet the go-live deadline. By doing so, you compromise adoption and the overall investment. Effective user adoption requires a well-planned strategy (for example, a well-planned cloud strategy), is aligned to outcomes, and is implemented in phases.
Updated: December 27, 2019
