We Need to Think 'Software Adoption' not 'Software Training'

Introducing a new system to an organisation involves more than just competency on the new software interface, we are also influencing new behaviours and ways of working which requires a multifaceted approach crucial for successful software adoption.

Communications, change management and training teams need to be working together to produce a joined up strategy. My go-to technique that has proven to be effective is what I call the 'See It, Try It, Do It' strategy. By combining visual comprehension, experiential learning, and practical engagement, this strategy not only strengthens learning but also accelerates effective software adoption.

The See It, Try It, Do It Strategy

The 'See It, Try It, Do It' strategy uses a three-phase blended learning structure.  Ideally, each phase takes part at different times with an interval between each phase – using the spacing effect - to encourage retention and change acceptance.

See It: Visual Comprehension

The first phase of the strategy is the 'See It' phase, where users are exposed to visual demonstrations of the software. Through video tutorials, live presentations, Q&As, process flow explanations and user guides, users gain an understanding of the capability and features of the software. This phase serves as the foundation, enabling conceptual understanding that fuels subsequent learning. The purpose of this phase is not for attendees to learn how to use this new system, but to visualise the ‘to-be’ state, process the changes required for their roles and enable them to apply context on what it means to them.

Try It: Immersive Experiential Learning

The 'Try It' phase introduces experiential learning, encouraging users to actively engage with the software through interactive simulations, practice sessions and hands-on exercises. This immersive approach empowers users to grasp the software's functionalities through direct experience, building confidence and competence. This stage should be guided practice via an instructor or eLearning with the use of a test or training system, this stage must be practical and not just watching videos (which is just ‘See It’).

This approach should be present in live classroom training too, we demonstrate the process, we provide guided click-by-click instruction and then practical exercises with support on-hand. We only remove the guidance when learners are able to routinely execute the tasks in the ‘Do It’ phase, using their own internal narrative as guidance.

Do It: Real-Life Application

Completing the journey is the 'Do It' phase, which emphasises real-world application. Users could independently navigate a dedicated training system, participate in exams or assessments, or complete activities for real on the live system using training materials. It could be a supported phase during your hypercare period, where dedicated Super Users can support learners in completing software processes for the first time, providing coaching, feedback or additional training. This phase solidifies the knowledge transfer by translating theoretical knowledge into practical skills, enabling users to effectively utilise the software in their day-to-day work.

The Three Phases of the 'See It, Try It, Do It' Strategy

Crafting Multidimensional Learning Experiences

Recognising that learners have distinct preferences and motivations, customising the learning experience becomes essential. Some learners may prefer a quick to consume user guide or article on the key things they need to know, whereas others may prefer more scenario-led immersive approaches to enable them to relate the learning to their roles, as well as enjoy the learning experience.  It may be an idea to provide the same information in multiple ways.

Adapting training materials for each specific user role ensures relevance by delivering contextual learning, which in turn optimises engagement and knowledge retention.

Infusing the strategy with 'whole brain learning' principles strengthens the training experience. We can provide visual reminders of new processes, narrated tutorials or virtual instructors, social learning or discussion forums, problem-solving analytical exercises or quizzes, and gamified achievements. This enables learners to engage multiple cognitive functions throughout the journey. We don’t just deliver one training course, we drip-feed the new skills in a multitude of ways to our learners.

A critical aspect of successful training lies in embedding feedback mechanisms. A Super User is an effective way to deliver continuous learning experiences as well as personalised feedback and advice to each learner.  This can also be achieved by marking out a period where system activity is monitored to ensure best practice is being followed, and providing feedback (with a positive, supportive message) to individuals.

Enhancing Adoption

Adopting new software brings us opportunities beyond just the button-pressing of existing processes on a new interface.  There is potential to unlearn outdated practices or introduce new digital skills and ways of working. Reflecting on pre-existing behaviours opens doors to innovative possibilities such as improving employee experience or re-engineering processes to be more suitable for the future of work. For instance, automation or AI software not only streamlines processes but also empowers teams to engage in more stimulating and value-driven tasks, making people happier at work as well as elevating productivity.  Another example is collaborative technology tools may enable you to offer remote or flexible working practices.  Look for the quick wins and consider what your new technology enables you to improve for both the organisation, as well as your people, which will enhance change acceptance.

Prioritising consistent practice time amplifies skill development. Designating dedicated practice time, preferably daily, for focused skill-building reinforces continuous improvement and learning. Make the training system available for all to access whenever they like so they can practice, which will increase familiarity and competence, as well as ease the anxiety of change.

Collaborate with Super Users, buddy systems or social learning groups to establish practice partnerships that promote best practice, ensures accountability and provides constructive feedback, to enhance individual growth.

Recognising that enabling successful adoption extends beyond initial onboarding, organisations should capitalise on Super Users to facilitate ongoing refresher training, share best practices, and offer support. Super Users should retain training responsibilities for the life of the system and not just for go-live. This continuous learning approach ensures that users remain adept and adaptable in the face of software updates and enhancements as well as improving individual performance.

Incorporating In-App Training and Intuitive User Experience

Elevating the training experience further is the integration of Digital Adoption Platforms (DAPs) and should be the aim for all organisations who value digital transformation. This is the north star for providing the ‘Do It’ part of this strategy.

These platforms provide ‘in-app’ training, delivering real-time guidance and contextual support directly within the software interface and is helpful whether your users are employees or customers. This at the point of use assistance caters to users' needs precisely when and where they arise, using tips, wizards and walkthroughs to foster a seamless user experience.  Users should be able to learn a new system there and then, without having to leave the screen to access documents or learning management systems.

The software interface should also be as intuitive as possible for users. An effective way to ensure this is to enlist Super Users by consulting them at the design stage of the software development or configuration process, to elicit real-world insights on how end users will need to use the system.

Conclusion

The 'See It, Try It, Do It' strategy should become a foundational principle for providing software training. Use your communications expertise to facilitate visual understanding and eliminate ambiguity, use change management techniques to improve familiarity and keep users engaged and use your training teams to deliver experiential learning and practical support.  Combining these skills and activities into one plan crafts a comprehensive approach that nurtures successful technology adoption.

Yet, the journey doesn't end with software onboarding; it unfolds as a continuous evolution beyond go-live and embeds into business-as-usual. Super Users emerge as pivotal enablers, sustaining best practice and supporting adoption.

Beyond learning new systems, your implementation strategy should involve unlearning outdated practices, embracing innovation, and reimagining work dynamics. Technology is just a tool, it's your people that make the business a success, make it work for them.

By prioritising sustained learning, cultivating practice partnerships, and leveraging Digital Adoption Platforms, organisations amplify their software investments, creating a culture of learning that is more than just launching a new system and sets us up for success within the future of work.

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