With over a decade of experience in Learning & Development and Engagement & Adoption of software, I've seen first-hand how crucial it is to get new systems truly embraced by an organisation, not just implemented. The true success of any new technology relies on its users adopting it effectively, consistently and enthusiastically. Without engagement, even the most innovative system can become an underused business expense.

So, how do I ensure a new system doesn't just sit there, but becomes an integral part of the team's daily workflow? Here are some considerations to drive successful system adoption:

Before rollout: Involve users early

Don't wait until rollout to engage end-users. Involve them in the planning, testing, and feedback phases. They know best what the process currently looks like and where the system would fix any pain points in their roles. Conduct surveys, hold focus groups, and gather feedback on their desired functionalities. This not only ensures that the system is actually designed to meet their needs but also creates a sense of ownership, reducing resistance.

Early involvement also identifies potential roadblocks or user experience issues before they become widespread problems, leading to a smoother transition. Remember, resisting change that is pushed on us is typical human-behaviour, so it’s even more important to ensure they feel like they are part of the decisions. Also as a nice bonus, their contributions do some of the work for you which makes involving them a no-brainer!

 

During rollout: WIIFM (What’s in it for me?)

A common trap is pushing a new system as a “top-down mandate”. Before lunging into "how-to," explain the "why" - As a kid, I was raised on “because I said so” and it meant that I didn’t prioritise what I was asked to do. People need to understand which problems the new system solves for them personally, as well as for the business as a whole. 

So, highlight the benefits: Will it save them time? Reduce errors? Improve collaboration? A clear, compelling explanation creates buy-in - What is the outcome of the system for other teams too? What about the impact on the wider business? Don't just announce a new tool; announce a better way of working, a solution.

During rollout: How do people learn?

One-off training sessions are rarely enough. People learn in different ways, so how do we offer them the formats they learn best with? Today's generation, for example, mostly learn through short video content. Personally, I learn best through reading (I love a bullet-point list) but this is a less common preference. Many of us learn-as-we-do within the workplace - Remember the general rule of workplace learning is 70% hands-on learning, 20% from others and only 10% through formal training.

Make sure it’s specific to different user roles and relevant scenarios. When it comes to training content, decentre the system demonstrations. Instead, focus on practical, real scenarios that users encounter daily - Where possible, I physically come to the workplace for on-the-job practice and immediate feedback.

So, how do we make sure our users can engage with what they are learning? Variety is most effective: Offer blended-learning, including in-person workshops, self-paced digital-learning, short video tutorials, and readily available knowledge bases. Remember, effective training empowers users to feel confident and competent.

 

Post-rollout: Continuous journey

Adoption isn't a one-time event ending at Go-live; it's an ongoing process. What about new starters? What if there has been a change to processes? I like to think that training is just the beginning of any learning journey.

Identify and empower champions who are enthusiastic about the new system and willing to help their colleagues, including onboarding new starters. Provide forums for them to share tips and best practices, both online and as Q&A sessions. These champions act as first-line support, peer mentors, and powerful advocates for adoption. Their passion is contagious and significantly influences their colleagues.

Establish clear support channels for users to ask questions, report issues, and provide feedback post-launch. Monitor usage patterns and demonstrate that their input is valued by making visible improvements based on their suggestions - Even the smallest enhancements can prevent frustration. This builds trust and encourages continuous engagement.

Post-rollout: Celebrate the success together

Acknowledge progress - Highlight early adopters and showcase success stories. I’ve skipped through the office with a tray as the “Cupcake Fairy” before - It created a sense of achievement as a milestone, while generally most people love cake.

I’ve also introduced some gamification in competitions with prizes and badges, as part of internal recognition programs - It’s both motivating and rewarding for teams. Celebrating successes, no matter how small, reinforces positive behaviour and demonstrates the impact of the new system, while providing an opportunity to share how it’s benefitting the business as a whole.