How to Create User Adoption of HR Software Applications. William Tincup, SPHR, SHRM SCP

Transcription

1 How to Create User Adoption of HR Software Applications William Tincup, SPHR, SHRM SCP

2 Agenda HCM Market User Adoption Implementation Checklist 7 Points of Satisfaction Buying Trends Q&A

3 Map of the Market

4 Map of the HCM Software Market Payroll & Records Talent Strategy & Planning Sourcing & Recruiting Talent Management & Development Benefits Management Leadership Assessment Candidate Assessment & Testing Employee Feedback Case Management Compensation Management Applicant Tracking Career Mobility Employee Communications Competency Management Candidate Relationship Management Collaboration Technology HR & Employee Analytics Employment Branding Employment Website Engagement Tools HR Information Systems Succession Management Sourcing Technology Learning Management Payroll Technology Workforce Planning Video Interviewing Onboarding Technology Employee Scheduling Employee Advocacy Recruiting Operations Total Rewards (Recognition) Time & Attendance Timeclocks Career Development Employee Referrals Wellness Management Workforce Management Organizational Charting Candidate Screening Outplacement & Alumni Technology 401K / Pension Management Performance Management Contingency Workforce Management Coaching & Mentoring Technology

5 User Adoption

6 Starting Off How will we get users to love the new software? How will we know if they don t? Who owns user adoption? What do adoption metrics look like? What do adoption best practices look like?

7 User Adoption 2.0 Communications Assessment Training Onboarding Change Performance Succession Rewards Engagement Metrics

8 Communications Work Collaboratively With Software Partner To Create A Communications Plan Think: Who, What, When, Where, Why, Etc. Build Positive Awareness & Interest Communicate With Clarity Communicate Relentlessly Define Audience Specific Communications All Users HR Admins Managers Executives Define Welcome Experience Welcome Letter Welcome Package Think: What Do We Want Users To Feel The First Time They Experience The "New" Software?

9 Assessment Survey Users Prior To Onboarding Set The Table Review For Learning Styles Review For Expectation Gaps Review For Anxiety Gaps Review For Communications Gaps Review For Skills Gaps

10 Training What Is Important For Us To Teach? What Is Important For Us To Learn? What Content Should Be Delivered? How Should Content Be Delivered? How Will We Internally Share Best Practices? Ultimately, How Do We Train For The New Way Things Will Be Done? Partner To Create Training That Is Fun And Informative

11 Onboarding Change Hurts Treat Users Humanely Make Users Feel Special Create Excitement For The New Way What Are The Tactical Goals What Are The Strategic Goals Hold Group & Individual Meetings

12 Change Create: Current State, Future State Plan The Work, Work The Plan Anxiety Management (Read: We're Going To Take Care Of You... No Matter What) Expectation Management (Yesterday You Did, Tomorrow You'll Do) Think: The Different Stages Of Adoption Early Adopters On Pace Laggards Develop Process Touches Processflow First 30, 60, 90 Days People Touches Technology Touches Management Of Data Long Term: How Will You Manage Periodic Check-ins

13 Performance Add Software Adoption To Performance Review Add Software Use To Job Description Evaluate Skills Evaluate Competencies Create User Certification Program Manage Quality Via Usage

14 Succession Identify Critical Users Roles Create Contingency Plan (Read: Critical Roles) Create Redundancy (Read: All Roles) Cross Train

15 Rewards Create Usage Specific Incentive Programs Create Knowledge Sharing Incentive Programs

16 Engagement Encourage All Users To Join User Communities (Online / Offline) Encourage Knowledge Sharing / Transfer Send (Super) Users To User Conferences

17 Metrics What Is The Usage Goal Speed To Reach Goal

18 Implementation Checklist

19 Implementation Checklist Project Mission The project mission drives success. Transformational Implementation Projects make up the lion s share of success stories. The transformation of your organization is an inside job. Contract Implementation begins before the contract is signed. Implementation Team(s) Both the vendor and the practitioner should have at least one Implementation Team. Management Involvement Every successful Implementation Project has some level of management support. It ranges from a passive reporting relationship to hands on day to day involvement. Implementation Project This includes configuring, customizing, installing, testing, modifying, and updating the software. When the project is Transformative it also includes other elements of workflow modification and organization redesign.

20 Implementation Checklist, Cont. Training Once the software is in place, the primary interaction between the Implementation Teams and the community of users (practitioners, their managers and company employees) is instruction (to varying degrees) in the use and maintenance of the system. The Inevitable Disaster Most successful Implementations go through a period when the project goes awry. A significant subset, about 32%, don t have major problems, but 68% do. So, smart planning should include how to deal with likely delays and problems. Acceptance (Sign Off) In theory, Implementation is complete when the requirements of the vendor s contract have been met. User Satisfaction There is a bit of disconnect between software buyers and their management. Both users and executives see User Satisfaction as a better indicator of project completion. There is generally a lag between the Acceptance and optimal system performance.

21 7 Points of Satisfaction

22 7 Points of Satisfaction Product Does it do what they said it would? Support Are they there for you? Sales Would you purchase from them again? Adoption Are employees using the technology? Negotiation Was it fair? Training Did they train everyone? Implementation How did it go?

23 Product How do we do this now? Is my process right and my product wrong? What features are really important to us? What reports are really important to us? What else does this product need to be connected to (data portability)? What insights will be created with this new product?

24 Sales How am I being treated? Do I feel like I m being over-sold? Have they done significant work in my industry / vertical market? Did the demo meet my expectations or exceed my expectations? Do they have significant case studies? Are references easily provided?

25 Negotiation How does the vendor make money? Specifically. Am I giving up things (features / reporting) that are important to me? Any last minute surprises? Who owns the data? How easily can you get out of the contract? Is the implementation fixed or variable cost?

26 Implementation Can I meet my implementation team before I sign the contract? How fast will we get into the software? How are we going to manage change? How are we going to communicate software change to all users / employees? How will we define success for the implementation? (speed, quality, NPS)

27 Training How do we successfully onboard new users? Will all users be trained the way they want to be trained? How will we assess for learning styles? How will we assess for learning differences? Ask the vendor to describe training best practices they use with other clients?

28 Adoption How will we get users to love the new software? How will we know if they don t? Who owns user adoption? Do you provide any usage, consumption and/or adoption metrics? Ask the vendor to describe user adoption best practices they use with other clients?

29 Support How do you handle help desk items versus things that are broken? Do they answer the phone? Do they meet you where you are? Are they proactive or reactive? Do they charge for support? Ask the vendor to describe support best practices they use with other clients?

30 Peer Review Questions Product Does it do what they said it would? Support Are they there for you? Sales Would you purchase from them again? Adoption Are employees using the technology? Negotiation Was it fair? Training Did they train everyone? Implementation How did it go?

31 Buying Trends

32 1. Speed 2. Predictive 3. Reflective 4. Connectivity 5. Training 6. Responsive 7. Adaptable 8. Modeling 9. Ratings 10. Cleansing 10 Trends to Watch

33 Speed How fast do you get the technology? Are you thinking in minutes? No more implementations.

34 Predictive Is the technology intuitive? Does the technology provide recommendation engines? No more dumb databases.

35 Reflective Does the technology tell you what just happened? Does the technology tell you why that change matters (or doesn t)? Again, no more dumb databases.

36 Connectivity Can the technology easily connect to an API dashboard? Can data easily flow to and from the application? Insight from big data doesn t exist without application connectivity. Period.

37 Training Is training built into the application? Is training personalized to the user? Assess to real time training, consumption of training, certification of content, then usage of software.

38 Responsive Is the technology easy to access from, well, everywhere? Do your users have to change the way they work? As a user, the tech should fit me.

39 Adaptable Can I change my process easily? Does the technology make recommendations to improve my process? Process eats software for breakfast.

40 Modeling Does the technology have a sandbox where I can play? Can I easily model transactions both large (acquisitions) and small (pay increase)? Current state versus future state.

41 Ratings Can I easily understand user sentiment? Do my users LOVE the software they use? Technology value derives from usage, usage derives from love. No love, no value.

42 Cleansing Does the technology make recommendations on how to cleanse my data? Does it automatically cleanse my data? No one likes dirty data.

43 Thank You William Tincup, SPHR, SHRM SCP President, RecruitingDaily Website LinkedIn Twitter Facebook Pinterest Instagram Mobile Skype williamtincup