User Adoption

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?

User Adoption 2.0CommunicationsAssessmentTrainingOnboardingChangePerformanceSuccessionRewardsEngagementMetrics

CommunicationsWork Collaboratively With Software Partner To Create A Communications PlanThink: Who, What, When, Where, Why, Etc.Build Positive Awareness & InterestCommunicate With ClarityCommunicate RelentlesslyDefine Audience Specific Communications

All UsersHRAdminsManagersExecutives

Define Welcome ExperienceWelcome LetterWelcome Package

Think: What Do We Want Users To Feel The First Time They Experience The "New" Software?

AssessmentSurvey Users Prior To OnboardingSet The Table Review For Learning StylesReview For Expectation GapsReview For Anxiety GapsReview For Communications GapsReview For Skills Gaps

TrainingWhat 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

OnboardingChange HurtsTreat Users Humanely Make Users Feel SpecialCreate Excitement For The “New Way”What Are The Tactical GoalsWhat Are The Strategic GoalsHold Group & Individual Meetings

ChangeCreate: Current State, Future StatePlan The Work, Work The PlanAnxiety 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 AdoptersOn PaceLaggards

Develop Process TouchesProcessflow First 30, 60, 90 DaysPeople TouchesTechnology TouchesManagement Of Data

Long Term: How Will You Manage Periodic Check-ins

PerformanceAdd Software Adoption To Performance ReviewAdd Software Use To Job DescriptionEvaluate SkillsEvaluate CompetenciesCreate User Certification ProgramManage Quality Via Usage

SuccessionIdentify Critical Users RolesCreate Contingency Plan (Read: Critical Roles)Create Redundancy (Read: All Roles)Cross Train

RewardsCreate Usage Specific Incentive ProgramsCreate Knowledge Sharing Incentive Programs

EngagementEncourage All Users To Join User Communities (Online / Offline)Encourage Knowledge Sharing / TransferSend (Super) Users To User Conferences

MetricsWhat Is The Usage GoalSpeed To Reach Goal

Peer Review Questions ProductDoes it do what they said it would?

SalesWould you purchase from them again?

NegotiationWas it fair?

ImplementationHow did it go?

TrainingDid they train everyone?

AdoptionAre employees using the technology?

SupportAre they there for you?

Remember…

"a feature is not a feature unless users use said feature"

Thank YouWilliam Tincup, SPHR, SHRM SCPTincup & Co.

Email = william@tincup.comWebsite = tincup.comMobile = 469-371-7050Twitter = @williamtincupInstagram = @williamtincupLinkedIn = linkedin.com/in/tincupFacebook = facebook.com/tincupSkype = williamtincup