Purpose

So you’ve worked through a communications and training strategy and started your end users on a learning path. But now, how do you measure the success of their adoption? 

User adoption is about usage. And usage is about how quickly, how frequently, and ultimately, how many people adopt or use the change consistently.

You should start tracking and reporting on user adoption from the first day of go-live. You should use the KPI definitions and KPI success scorecard you created during Phase One of this adoption framework.

Tracking adoption is crucial to determining whether your implemented change management interventions are working. It is also an excellent way to report back to senior leadership on any successes or failures during and after the launch.

Activities

Start by collecting system-generated data to track the following user adoption KPIs or metrics.

• Time-to-first usage: Track and report on how much time it takes for users to start using the new system or feature for the first time. See an example success scorecard.

• Active (consistent) usage: Track and report on how many users actively or consistently log in to the system since go-live. See an example success scorecard.

• Duration of usage activity: Track and report on how long users stay active when they login to the system. Do users simply log in and log out or they do log in and stay active long enough to complete a specific task? See an example success scorecard.

• Correct usage: It is not enough for users to simply use the system or stay active in the system for a long period. What is crucial is how well users perform specific tasks in the system compared to the level expected in the design of the system. See an example scorecard.

Deliverables

• Regular reporting on user adoption using the user adoption success scorecard
• Updated Change Planning & Execution (CPE) Master Workbook

Resources

Change Planning & Execution (CPE) Master Workbook. Download the workbook.

Purpose

While the previous step provided insight into adoption stats, this step provides insight into what might be hindering your user adoption efforts. 

Launch user satisfaction surveys to gather feedback from users directly. Data from user surveys will provide useful insight into how users are feeling and how that impacts user adoption.

Activities

• Baseline Survey: Review the results of the initial survey that was launched before go-live. This will serve as your baseline data when a mid-launch survey is conducted. 

• Mid-Launch Survey:  Mid-way through the deployment of the new technology change, roll out another survey about user experiences since the launch. 

• Gap Analysis 1: Baseline survey vs. Mid-launch Survey: compare the results of the mid-launch survey to the results of the baseline survey to see if there has been any improvement in user sentiments that show that user adoption is heading in the right direction. Use the results to design your final pos-launch survey.

• Final Post-launch survey:  Following the successful rollout or launch, conduct a final post-launch survey to measure against the mid-way survey results. 

• Gap Analysis 2: Mid-Launch survey vs. Post-launch Survey: compare the results of the mid-launch survey to the results of the post-launch survey to see if there has been any improvement in user sentiments that show that user adoption is heading in the right direction. The results of the survey should point to corrective steps that must be taken and should also point to the right interventions that must be deployed to boost user adoption.

Deliverables: 

• Baseline survey results
• Mid-launch survey results
• Gap analysis report of areas of end-user adoption efforts improvement
• Post-launch survey results
• Updated Change Planning & Execution (CPE) Master Workbook.

Resources

• Change Planning & Execution (CPE) Master Workbook. Download the workbook.

Purpose

The results of the surveys conducted in step two should present a unique opportunity to embed corrective measures where required. Work with stakeholders to complete the activities below:

Activities

• Where feedback from the surveys suggests gaps in knowledge, adapt your training plan and re-train impacted users.

• Where the survey feedback suggests a lack of awareness surrounding the new change, adapt your communications plan and re-communicate to the required audience (s).

• Where the survey feedback suggests strong resistance to the change, revisit your resistance intervention plan and adapt where necessary. Review our 8-point guide to managing resistance to learn more about managing to change a 7-point guide managing resistance.

Deliverables: 

• Adapted training plan
• Adapted communications plan
• The adapted resistance management plan
• Updated Change Planning & Execution (CPE) Master Workbook

Resources:

• Training Plan. Download the template.
• Training Evaluation Form. Download the template.
• Communications Plan. Download the template.
• Change Planning & Execution (CPE) Master Workbook. Download the workbook.

Purpose

The goal here is to increase adoption over time. You can achieve this by stimulating excitement via reinforcement messages to support continuous usage of the change.

Activities

• Continue to reinforce the key messages of the change initiative by continuously answering the typical What's In It For Me (WIIFM) question. 

• Leverage existing internal company tools such as Yammer, Teams, SharePoint, Stream, and Slack to generate 'noise' and meaningful conversations around the benefits of the change.

• Showcase improvements made to business divisions, departments, and organisation as a whole. 

• Encourage individual users and teams to show their benefits after deploying the change.

• Report metrics to show increasing adoption. Learn more.

Deliverables: 

• Updated Change Planning & Execution (CPE) Master Workbook

Resources:

• Change Planning & Execution (CPE) Master Workbook. Download the workbook.