Why User Adoption activities should start before go-live


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Clients often place priority on the technical build and implementation over end-user readiness.

Their assumption is that once the new system becomes operational
(go-live), they can focus on getting end-users to engage the system as designed.

However, clients often have too little knowledge of end-user needs and barriers which leads directly to inaccurate usage and/or less than full adoption.

For example: a client has not fully defined and educated end-users on process changes required to align with operating new system. End-users will make mistakes in the new system by incorrectly following old process steps.


Completion of technical system build does not equate to business nor system success. The system may be ready for use, but the organization may not be ready to use it.

New systems often bring new functionality, and this leads to new processes. Organizational practices need revising to align with using the new system, and these changes affect user performance with the new system.


Which is the higher priority? Getting the system live on time, or getting the organization prepared to use the system as designed? If the answer is both, then your project team must include pre go-live activities that address both needs.

Republished with author's permission from original post.

Jason Whitehead
Jason Whitehead is CEO of Tri Tuns, LLC, an organizational effectiveness consultancy specializing in driving and sustaining effective user adoption of IT systems. He works at the intersection of technology, process, culture and people to help clients actually achieved measurable business benefits from their technology investments.


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