How to stop failing at user adoption and get the ROI you want
One of the biggest mistakes organisations make when introducing a new HCM platform, is that they don’t measure user adoption during the different implementation phases. When you start designing and implementing your new HCM platform, you invest a lot of time, money and effort but the Return on Investment only comes at the end of the project when most of your users have adopted the changes you set out for them. That’s why user adoption is so important to get the results you really want to see.
To find out which users have adopted the new way of working, and if the actions you are undertaking are improving user adoption, you’ll need to retrieve correct and reliable data. With Unit4 Talent Management Adoption Insights we help our clients get more information into the adoption of their HCM platform. That is why we offer you several inclusive and comprehensive reports that are offered by default in our platform. This will help you get more insight in:
- Whether managers are performing the desired amount of conversations
- Whether employees are working with the desired amount of objectives
- If the proper amount of feedback is given within the organisation
- Data on ongoing and finished courses (expected in Q1 2021)
When we are implementing a new HCM platform, we can divide the users in four categories namely ignoring, touching, complying and power users. Each group represents a different level of adoption and needs a different approach.
This is the group of users that has never logged into the new HCM platform. How hard you may try; they do not perform any of the steps that are included in the new strategy. One approach is to talk to the direct manager of this group, and ask to put the message forward. This will give your message more power and the users an extra incentive that they can’t ignore that easily.
Another option is to completely ignore this group until most of the organisation is using the HCM platform adequately. This group will feel more pressure to change their behaviour to not fall behind.
These are the users that have logged in, and maybe they’ve performed one or several actions, but they are not meeting the compliancy standards yet. In this case, it’s best to praise the users for the steps they are already taking and provide extra training materials on the steps they are lacking. It’s often beneficial to perform interviews with some of these users to get more insight in where the difficulty lies.
The group of users that are doing exactly what needs to be done. This is great and this group doesn’t need a lot of extra attention. You can use the power user group (see next paragraph) to let them go the extra mile and gain new benefits and insights. This way, they will remain motivated and inspired to continue the new way of working.
This is the group of users that are doing more than is expected of them. These are your true ambassadors. This group can be a great help in promoting the usage of the new HCM platform to the other groups. Having them promote the benefits of the new way of working comes off way more powerful. You can put these users in the spotlight by for example having them write blogs or by giving them a stage during internal meetings.
How does this work? Let’s say, we want to find out if our users are working with the desired amount of open objectives (e.g. 2-5). In the following report we see that most users in the platform are compliant with the 2-5 number of open objective (baby blue bars in the middle = complying).
Only a small percentage, namely 3% has less than two open objectives (red bar on the left = touching). Another 3% has over 5 open objectives (dark blue bar on the right = power users). The group of users that is ignoring the HCM platform is represented by all users that are not present in the report because they haven’t logged in yet. Looking further, it is also possible to see the level of adoption for each different team within your organisation. You can even zoom in further and see the results on an individual level for each team.
To conclude, you will be able to see how many users belong to each category and to which teams they belong. You can also track the changes in user adoption as a result of your performed actions. With these insights, we help our clients make sure they get the benefits they set out to get in the beginning of the implementation of their HCM platform.