The need for enhanced user and system adoption normally reveals itself after an implementation has occurred that isn’t meeting adoption targets. It can also start when a team knows it will need additional help to increase voluntary use of the system after it launches, and decides to get a head start on the design/adoption loop.
My proven, 2 pronged approach, combines focused change management and adoption activities, with targeted focus sessions. These two complimentary workflows help illuminate the actual user experience, while enabling the organization to better embrace the changes already in place. And in the process, creating additional change champions for your team to utilize, not just for the next few roll outs, but often as resources to tap into before the next big launch.
Overview Of My Proven, 2 Pronged Approach, For Enhanced User & System Adoption
The work is split into 2 equally important threads:
1) Key member user adoption. This is a focused deep dive – identifying leading organizational players impacted by the change from a management / team perspective. Over a period of 3-4 months the leadership team can expect to “move the needle” of change using very specific departmental engagement, one relationship at a time.
This approach includes one-on-one coaching with myself and the project’s management team to create deeper communication and adoption with specific users and managers, using individualized communication strategies.
There are also regularly held sessions to measure progress of individuals and teams throughout the life of the project. These are part accountability, part coaching, and part strategy sessions. And are only done with a select 1-2 leaders inside the organization.
This is a very thoughtful, leadership based approach to increasing departmental engagement and adoption. A side benefit of this process is better communication between leaders and teams impacted by the system. It also cultivates communication channels that last long after the engagement is finished.
2) Individual, focus group sessions with identified key users open to providing feedback. These are not large focus session, as those will not net the detailed information your organization needs to cultivate more meaningful engagement and adoption.
People are more likely to communicate honestly and without a filter when they are not in a group, especially when giving negative feedback. There is also an opportunity to ask more detailed follow-up questions to an individual’s workflow when in a 1-on-1 setting.
These sessions then culminate in a detailed report of findings, user suggestions, and current work-arounds. They also identify new resources to tap for feedback throughout the life of the system.
Generally these results can be synthesized into actionable themes, and will normally also unearth system issues and follow up – for the team to track and complete as well. Gathering usage and issues feedback that is resolved – demonstrates a willingness for feedback that then creates additional change champions for the implementation team to tap into for many years to come.
5 Main Results Of My 2 Pronged Method For User & System Enhancement:
1) A deeper, more focused understanding of the user perspective as it relates to the current system design, and a deeper understanding of how the work actually gets done. This can often include uncovering work-arounds and tools being used to meet unmet demand.
2) New unofficial and enthusiastic change champions and end-users to tap into before the next project design is complete. (Because people love when you ask for their opinion, and then use their feedback to make changes.)
3) Better communication with your end user groups. Including better targeted messaging for all future rollouts. As well as stronger relationships with key departments and managers.
4) Improved system design is probably the most obvious of benefits to this 2 pronged approach. With better understanding of how and when users are currently interfacing with a system, better design is inevitable. And new functionality, that is more tailor made to usage is possible. Better more tailored functionality, as a natural progression of system enhancements, can also lead to increased user happiness.
5) Better understanding of what metrics are and aren’t appropriate given user feedback. We can change metrics to encourage system use, and to calculate ROI, but if a team can’t use the system to do their job, or doing so adds time to their processes, then that is going to damage user acceptance and company relations. Making sure we utilize metrics in ways that encourage use without creating unrealistic targets helps not just our end users, but clients and engineers. As everyone has better metrics going forward from which to measure success.
How would having this additional level of clarity feel for you, your team and your organization?
Would better communication channels, increased system uptake, and happier end users bring more ease and flow to your work life?
If you would like to utilize these client and time tests methods to create clarity for you and your team, email me at Michelle@MyLifeIntegrated.com
You can also direct message me via Linked In.
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