Más contenido relacionado La actualidad más candente (20) Similar a KW presentation E Barrie YMCA Greater Boston (20) 1. 1© KRONOS INCORPORATED May 24, 2016 #KronosWorks© KRONOS INCORPORATED May 24, 2016
CS-25: Secrets to
Successful User Adoption
Erika Barrie, YMCA of Greater Boston
Director of Human Resources
Administration
2. 2© KRONOS INCORPORATED May 24, 2016 #KronosWorks
Welcome to CS:25, Secrets to Successful
User Adoption
Learner Outcomes:
• Design and redesign your system to meet ground-up
organizational needs
• Learn from and design for your audience, account for varying
skill sets, personalities, and needs; build and rebuild with your
audience in mind
• Partner with Kronos to avoid reinventing the wheel
• Realize value by ensuring your users engage with the product
enthusiatically
Audience: Service, Non-profit & Non-governmental
Level: All
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“Kronos does not necessarily endorse, support, or agree with
the comments or opinions expressed by third-party presenters
at KronosWorks. Any information or materials presented by
them, including advice and opinions, are the views of the
speakers and/or their respective organizations, and do not
necessarily represent the views of Kronos.”
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Key Objectives: What You’ll Learn
Identify and work with all users to ensure complete system
design
Communication is a superhighway; receive and give
feedback to implement a system people will want to use
Educate (and learn from) your user groups before, during,
and after roll-out to review, revise, and re-implement
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Cultivate the right mindset to increase buy-in
• Be mindful of all project stages: design, implementation,
rollout and revision
• Buy-in is the result of flexible, positive communication
• Communication is a superhighway; lots of traffic in
different directions and subject to roadblocks
• Education is a constant commitment
Buy-in is a two way street– leadership has to commit to
the change, but the front line has to agree.
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Ensuring organizational buy-in
• Great customer service means teaching others to solve
their own questions
• Curiosity, Optimism, Patience and Persistence
• The Five W’s
• Enlist multiple resources and enable user control
• Project stages: design, implementation, rollout, revision,
and education
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Project Stages
• Collect Information: Identify all your users and user
needs
• Design and test pre-implementation using subject matter
experts (SMEs)
• Rollout
• Review post-implementation; troubleshooting, additional
modules
• Education
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Communication is a superhighway
• Information has to flow in both directions
• Don’t be the only driver– cultivate superusers and SMEs
– Top-level executives
– Managers: top, middle, front line
– Staff
– Public users: applicants, vendors
• Identify users’ common ground and differing needs to
prioritize
• Credibility depends on transparency; acknowledge and
communicate limitations and issues, as well as fixes
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Flexible & positive communication will
maximize buy-in
• Be flexible in how you get out the message
– Use the right message and mode for your audience
– Specialist messengers
– Follow up; silence isn’t agreement
– Try to predict breakdown points and reach out
• Positive communication
– Treat questions as an opportunity to re-word
– Be clear about what you can deliver and when
– The goal is solving and preventing problems, not blame
– Say thank you
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Collect Information
• Who are your current and new users?
• What are the system needs for each user group?
• What technical tools will your users need for access?
• When does each user group need to access the system,
and how does that affect everyone else?
• How will current users’ experience and access change?
• What does and doesn’t work now?
• Survey
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Develop and manage expectations
• Be realistic about timelines
• Involve all user groups in defining needs, testing, and
troubleshooting
• System change is like running an election
• Work with vendors and SMEs to educate about changes
and impact in short, medium, and long-term
• Don’t overpromise
• Tailor communication to your users
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Is everyone really a critic?
Questions aren’t criticism– they’re an opportunity to make your
message stick.
• Five W’s: user or system issue?
• Sources of change resistance: self interest, insufficient
information and skills, loss of control, lack of trust.
• Work from positive assumptions; competence, desire to
learn, commitment to organization
• Approach questions and criticism as research, not
corrective action, to give user control
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Design and test pre-implementation
• Discovery documents are starting point
• Review needed changes and communicate to all
invested users
• User your SMEs to
– Design
– Test
– Troubleshoot
– Teach
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Rollout
• Technical troubleshooting team
– Who will deal with different problems as they arise?
– How will users know who to ask for help?
– Outreach & follow-up
– What teams, inside and through Kronos/other vendors, can you
use to solve, test, and close out problems?
• User Interface
– System lags
– Tailor dashboard to user
• Realized functionality– are expectations being met?
– Troubleshoot unexpected issues
– Assign priorities for additional modules/functionality
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Review & revise post-implementation
• Does it deliver?
– New modules perform as expected
– Revise forms, reporting and best practices
– Documentation of changes
– Cross-team communication
– Vendor programs integrate
• Use SME’s to test function and system impacts
• Technical troubleshooting updates
• Vendor and corollary programs integrate
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Education is a constant commitment
• Your mileage may vary depending on outside events
and company cultural issues
• Tailor communication to your users’ needs and attention
span
• Create accountability in users by giving users control
• Find a way to say yes
• Multiple modes of learning
• Partner with SMEs, Kronos and vendors– don’t reinvent
the wheel!
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Education is a constant commitment
• Rely on user groups and SMEs to preview, review, and
revise training materials, new forms, new best practices
• Ask, don’t assume; each user group will have different
training criteria, design from feedback
• Discovery documentation is only the start
• Flexible curriculum design, flexible training schedules
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Education is a constant commitment
• Training
– Use vendor materials and tailor to audience
– Single subject how-to’s
– Flash cards/FAQs/Top tips
– Videos
– Manuals
• Notices
– Signs
– Company Intranet
– Kronos announcements and warnings
• Meetings and classes
– Multiple formats– online, in person, on paper
– Multiple messages
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Education is a constant commitment
• Kronos and vendor resources
– MyLearning webinars, in-house video tutorials
– Contract with Kronos to tailor proprietary materials
– Screen-capture software to record company-specific user
trainings for use as a video
• Surveys don’t end at system design
• Best practices aren’t static
• Revise and update
– System updates
– Redefined user needs
– Module changes
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Where To Learn More
• KR-36: Real Project Management, Tue. Nov. 17, 3PM
Starvine 5
• RT-5: Leading Your Organization through Change
Roundtable, Tue. Nov. 17, 3PM, Pinyon 3
• KC-220: Kronos Workforce Management Success
Strategies, Wed. Nov. 18, 9:45 AM, Pinyon 2
• KR-72: Call Me! Engage your Multigenerational
Workforce, Wed. Nov. 18, 9:45 AM, Bluethorn 4
• KR-220: Kronos Workforce Management Success
Strategies, Wed. Nov. 18, 10:45 AM, Juniper 3
• Visit KnowledgePass at the Service area in the
expo hall
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Kronos Industry Pavilion
Kronos Technical Support
Kronos Services
• Upgrade to the Cloud
• Education and Change
Management
• Testing Services
• Kronos Best Practices
• Schedule a demonstration
• Enhance your Kronos system
• Visit one-on-one with Kronos
Experts
• Answer technical questions
• Powered by Global Support
• Kronos product experts
• Meet Kronos business partners
• Discuss new opportunities
Have Questions? Want Details?
Visit the Expo Hall!
HOURS
Monday: 12:00 p.m. – 5:00 p.m.
Tuesday: 8:30 a.m. – 5:00 p.m.
Wednesday:Closed
Kronos Connect Partners
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Notas del editor What you won’t learn
Parallel payroll testing
How to assess and budget for technical and equipment upgrades
How to build and maintain a GANTT chart to manage daily, weekly, and monthly tasks
Which project management software is best
Which vendors will integrate best with your rollout
How many staff you will need to support your rollout
Project doesn’t end at rollout; need to revise at quarterly + schedule Talk later about resistance to change Enlist and delegate to multiple users
Too many cooks spoil the broth but not enough ensures no one will be happy Test for functionality, to resolve unforeseen isues
The goal is to better the system, not just fix what’s broken #1 free way to get people to like you more is to ask questions
YMCA multi site, multi user
Operations, accounting, program managers
Plan for roadblocks
Explain, frame, request, summarize and respond
Listen First principles
Expectation management and agreement
Choose multiple messengers Remind of all interest groups in SME– ground up and top down
How do you identify and empower SMEs– involve in design & testing
What do you do now, what would you like to do, and how can you make the system do that?
Identify new best practices
What doesn’t work now?
Too much information is the way to lose critical feedback and buy-in
Looking to drive positive change, so be positive
Running an election– have to get out there and kiss babies, not just email people to tell them they need to give you money.
Establish common ground
Enable user control
What isn’t working
What result would the user prefer
Who needs to take next steps toward a solution
When is a solution available
Involve the critic in designing and testing the solution
SMEs as project missionaries
Test functionality and report errors & cross-module impacts
Design user dashboards
Design needed reports
Organize education sessions
Be resources for tech support
Agree on rollout timeline
What is too much information to one user group may not be enough to another
Timeline for additional functionality you may not have known you would need
Assess bench strength and turnaround time of troubleshooting team; cultivate KGS alliances, plan for system upgrades
New modules
Revise forms, reporting and best practices
Documentation of changes
Cross-team communication
Vendor programs integrate
Design new forms, procedures, best practices– educate around them at rollout as well
Employee, manager, superuser classes and training– single-subject classes Goal is transparency in changing and fixing
Goal is accountability by users, spun as empowerment Always refer back to discovery documents SMEs can give insight on what makes sense for training Child dev group wanted laminated flash cards
Did you miss something
Did you not know to ask
High tech is not always the best tech Survey, multiple modes
System updates
Redefine user needs post rollout
System upgrades, module changes, new best practices
