Overcoming and assisting user adoption in tech

Posted by Johnny Kromer on 14 Aug 2020 1:04:17 PM

User adoption is the difference between successfully introducing new tech into a business, and launching an expensive mistake.

During the lockdown, many IT professionals both found and created innovative, cost-saving collaboration solutions that were designed to meet the evolving challenges that their remote teams face on a daily basis... but, what we saw is that many IT managers also found that they were constantly being roadblocked by non-compliant team members who wouldn't embrace these new solutions.


Many organisations have made a full 180-degree switch in the previous months, due to the challenges imposed by Covid-19, and many individuals now find themselves forced to work remotely. The lack of user adoption poses a great challenge when organisations try to implement new solutions and get these solutions adopted by their teams.

As Nashua’s User Adoption team explains, “People are naturally resistant to change, and you can expect a lot of, ‘I don’t have time for this’, so be ready to push through with a strong angle focusing on their needs. You will, in the end, need to convince people why the ‘boss’ bought this solution into the office – and it’s important to nip in the bud an assumption that the solution is to make the boss’s life easier. Focus on the fact that the company is implementing this solution for them, not for management.”

So how can you get your business to adopt your solutions, especially if you need rapid compliance across a broad spectrum of the organisation? 

Use this useful list to kick-start your user adoption and change management processes.

1. ADOPTION STRATEGY:

First of all, you need to develop an adoption strategy.

  • This includes measurements (how many people have adopted your solution).
  • Buy-in from the top executives (adoption becomes a part of company culture and trickles down from the top).
  • and a robust internal communication strategy with posters, emails and regular check ins (awareness is crucial).

Essentially a strategy needs four key elements:

  • Awareness: A communication plan to start the process correctly. 
  • Online & hands-on-training plan to build knowledge, ability and to determine readiness for onboarding.
  • A help desk plan for support.
  • Monitor & feedback plan to provide success planning progress to determine resistance and areas where more guidance is required.

2. KICK-OFF MEETING:

Select pilot users of your solution and hold a meeting to get them excited about the way forward. The importance of creating a sense of community with enthusiasm can’t be overstated. Explain the WHY behind the tech, not just the HOW.

3. IDENTIFY CHAMPIONS:

Identify champions in each department to drive adoption and assist with queries.

4. ENABLE SELF HELP:

Make self-help documentation available, including product videos.

5. MAP OUT YOUR LOW HANGING FRUIT:

Which 20% of your adoption strategy will have the biggest impact, and will be the easiest to execute? This might be as simple as getting everyone to use Microsoft Teams for their remote meetings.

6. DEVELOP A TRAINING PLAN:

Training is a key part of successful adoption.

7. BUDGET FOR ADOPTION:

Adoption isn’t an ‘extra’, it is the heart of your solution. Budget for it accordingly.

8. ALIGN ADOPTION TO YOUR COMPANY CULTURE:

There are no ‘cookie cutter’ solutions – even by industry. Company culture is key.

9. CONVINCE THE END USER TO CARE:

If the end user sees the value in the change for themselves they will use the application.

Successful adoption plays a huge role in staff happiness and retention, and staff retention affects the whole company. Even more so during turbulent, unplanned times when people and businesses are affected with no end date in site. For IT professionals, smooth adoption makes you look good as it shows you chose the right solution.

As our User Adoption experts explain in our eBook, “User adoption is serious but should also be a light, fun process. Only 9% of your workforce is usually engaged with the project. Most people in the organisation are not engaged and might not care about adoption. Keep in mind that people want to feel included. It’s not just about the business but about the employees as well. It’s about making them feel valued and part of the team. A key group to engage would be middle management and changing their mindset would be key so that they can lead by example on adoption.”

Download our white paper on how virtual training can assist with user adoption to take you to the next level.

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Topics: Adoption and Change Management

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