There are two moments when you can improve user adoption: before adoption actually begins, and after.
The best way to solve a problem is to avoid it completely.
This principle definitely applies to user adoption. If you can perform a “good enough” job with change management, then user adoption begins strong.
This means right before project roll-out, make sure
- Stakeholders are informed
- Champions have their pom-poms in head
- Users are sufficiently trained
- Support team is standing by
Of course, even with a strong start, adoption can dwindle. To reduce or even avoid this,
- Keep concise and accurate documentation
- Have a stakeholders succession plan
- have a good onboarding plan
If these eventually fail over time, then you begin again. This means
- Finding new champions
- Retraining users on the benefits of using the system
- Reviewing the processes to keep them lean
- Updating the UX/UI to keep your users happy
The takeaway
Rollout isn’t the end of your project. In some ways, it’s just the beginning. Newton’s First Law of Motion states “an object in motion stays in motion”. Keep user adoption strong by keeping in motion.
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Salesforce