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Why User Adoption activities should start before go-live

This article was originally published on the Tri Tuns Blog.

OBSERVATION

Clients often place priority on the technical build and implementation over end-user readiness.

Their assumption is that once the new system becomes operational
(go-live), they can focus on getting end-users to engage the system as designed.

However, clients often have too little knowledge of end-user needs and barriers which leads directly to inaccurate usage and/or less than full adoption.

For example: a client has not fully defined and educated end-users on process changes required to align with operating new system. End-users will make mistakes in the new system by incorrectly following old process steps.

CONSIDER THIS

Completion of technical system build does not equate to business nor system success. The system may be ready for use, but the organization may not be ready to use it.

New systems often bring new functionality, and this leads to new processes. Organizational practices need revising to align with using the new system, and these changes affect user performance with the new system.

THINGS TO THINK ABOUT

Which is the higher priority? Getting the system live on time, or getting the organization prepared to use the system as designed? If the answer is both, then your project team must include pre go-live activities that address both needs.

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2 Comments

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Profile Photo Steve Ressler

Agree – user adoption is the hardest part. Especially for systems that aren’t 100% needed every day – moving to a new time and attendance system – it’ll probably be fine in end as everyone has to do it and not that that complicated. Other systems are pretty tough

Profile Photo Michael Amir Bakhtiar

Thank you for the comment!

What we have found is two things:

1. User Adoption consulting is highly sought after when implementing a brand new system or migrating to a different system (vs. upgrading a pre-existing system).

2. Clients typically assume end-users will adopt best practices, when end-users typically revert to previous performance and habit trends. And, this approach won’t ensure ROI, which is what we are ultimately after for our clients.