User onboarding is a process

Oct 10, 2021 | Agile, Change approach

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Traditionally in change management, there are key ‘events’ that we pin our change strategy on when it comes to getting users to use a new system. These include town halls, leader-led team sessions, and training sessions. We anticipate that after these events that users will come onboard and that all is well. After this we can leave the user and our job is completed.

Unfortunately this is not the case.

User communication and training are only a few steps along a process where many other steps need to occur to achieve the ultimate outcome of full user adoption. We need to look holistically at the whole system and the various players that contribute to the users’ full adoption.

These include:

  • User capability
  • User motivation
  • User capacity
  • Senior manager buy-in
  • Manager buy-in
  • Communication and awareness
  • Measurement and reinforcement
  • Strategic alignment

So you can see that all of these are examples of potential levers that need to be pulled to get the outcome.

Here is an example of the initial onboarding journey for The Change Compass. What onboarding journey do you use?


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