Change management


You probably heard and read a lot about user adoption and change management. A lot of big companies publish data about these topics. Many of these articles discuss the ROI of change management and a list of critical success factors.


Well….they are all true ;)


Everybody recognises the importance of change management these days, but how to apply it practically? Well user adoption is not about finding a logo for the project, or a colour and gadgets (you can of course buy these, but it is a very nice to have).


User adoption has a very specific goal: every user must use the new system correctly from day one.


In order to realise this, we have developed a practical approach based on the ADKAR methodology. Out 8 steps approach guide you towards a successful implementation of the user adoption framework.


Just to remind you, change management/user adoption is not difficult. It is just a lot of work. On average, it takes 66 days to change your behaviour. In a project environment this can be even longer.


These 8 steps are


  1. Vision: what is the vision and what are the strategic objectives of the sponsor? These are the guiding structures for your project. 
  2. Definition of stakeholders: who are your stakeholders in this project, who will use the system, who are the key users, managers, involved departments, etc. Create an organigram.
  3. Communication plan: create a detailed plan of communication actions. Who will communicate when, to whom, how? Important to state that the right communication must be performed by the right person at the right moment
  4. Sponsor roadmap: work actively on the involvement of managers. This is the biggest challenge in a change track !! A lot of managers fear change and can be your biggest resistors. Together with your project sponsor, you need to tackle this challenge.
  5. Training: this one looks obvious, must it is very often not done well. Training takes a lot of preparation and planning.
  6. Coaching: the whole effort does not stop at the end of the project. Consider your (big) investment as a product, not as a project. Make sure that your people keep on getting support after go live, and ideally set up a structure for continuous improvement.
  7. KPI: define the right KPIs during and after the project to measure user adoption (3 types of KPI) and the realisation of your strategic objectives (typical business KPIs)
  8. Celebrate success!!!



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