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HR Software Applications Aiming for 100% User Adoption
WILLIAM TINCUPPrincipal Analyst
@williamtincupwilliam@keyinterval.com
+1.469.371.7050keyinterval.com
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"
Upcoming ResearchIn September, KeyInterval will be researching the question of how much and how often employees use HR Enterprise Software.
We are really curious about User Adoption (UA) of enterprise software. We think that the successful management of UA is one key to making a more effective HR department. Understanding what’s normal and usual will help with expectation setting for people who implement systems.
There are a number of questions exposed by the first one:Does it matter how the software implementation process went? Does that impact the way that a piece of software is used on a day-to-day basis? Does a less than perfect implementation process impact other related tools and their usage?
Our curiosity multiples each time we think about UA. We’re pretty sure that organizations that are good at getting optimal UA also get the maximum return from their investment. Research will be available on 9/15/2015.
WILLIAM TINCUPPrincipal Analyst
@williamtincupwilliam@keyinterval.com
+1.469.371.7050keyinterval.com
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