designing change for sustained user adoption

Designing Change Triggering Cultural Metamorphosis

Michelle Caldwell – MVP, CSM, PMP,SSGBAvanade

DIRECTOR & REGIONAL LEAD

Michelle Caldwell

Mary.m.caldwell@avanade.com @shellecaldwell shellecaldwell.com

SPEAKER

Since 2005

2 3

4 5

1Introductio

nSuccess

Requirements

Cultural

Change

Types of

Adopters

Motivation

Considerations

6Adoption

Techniques

Introduction

Failed Adoption “Strategies”

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0%40%80%

120%160% 143%

35%

Projects’ ROI with Change Enablement

Change Enablement Increases Project Success

*Source: Change Management That Pays, McKinsey Quarterly, Number 4, 2012.

According to McKinsey, an effective Change Enablement program in place increases a project’s

ROI.*Every dollar

spent on the project gains $0.43

Every dollar spent on the project loses

$0.65

* Source: Accenture; examples based on interviews conducted with clients at large process & system integration programs.

$10Million

Additional program costs and 6 month delay because the business stopped a process and system implementation due to lack of understanding of the value and ownership/buy-in.

20-30% Rework rate on normal daily tasks and poor quality due to insufficiently skilled employees.

80% Unplanned increase in resources for post go-live support to compensate lack of adequate go-live preparation and resources.

$4 MillionAdditional costs spent on recreating training materials since initial training was poor and there is poor post-training support.

300%Increase in helpdesk call-volume after go-live due to poor enablement, requiring additional FTEs for ticket handling.

Case study analysis indicates that when change is not managed well, there are impacts to key metrics

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Why do we need Change Enablement?

Where do you Start?

How to Start a Movement – Lessons from a dancing guy

Who Should be Involved?

How do I Develop a Need to Change?

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What do I communicate?

When?

Who?

Requirements for success

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Investment

TimeResources

Money

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Seek Champions

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Think about what strategies fit

Compatibility

Make Sure solutions are compatible with existing solutions

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Baby Steps

Start gradually with small deployments/numbers

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Collect Feedback

Implement Improvements Based on the End User Feedback

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Keeping things on track

Communicate the Plan and the rationale for that plan

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Cultural Challenges

Identify cultural challenges that will hinder adoption

Factors that

Hinder

Adoption

Fear Factors•Loss of Control•Loss of Personal Value•Confusion of new tools•Anxiety about changing existing work processes

Factors that

Support

Adoption

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Good Fit?

review/ revise current processes before just blindly implementing current processes into the new system.

Resist the sink

Link new functionality to specific problems or business goals, end users will see that the tool is just an enabler to achieving

value or goals.

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Support In Place

Remember that a defined escalation policy should be developed to ensure users are getting quick assistance.

Types of

Adopters

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Innovators

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EarlyAdopters

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Early Majority

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Late Majority

33© 2013, Information Control Corporation

Hanger Backs

Phases of

Adoption

Awareness

Deployment

Usage & Availability

Ongoing Adoption

GOAL

GOAL

GOAL

GOAL

Knowing & Understanding

Acceptance & Wanting

Mastering & self-belief

Do & Keep Doing

Adoption

Considerations

•Add value•Desire to contribute•Enjoy new things•Desire to do a better job

Make the undesirable desirable

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Harness Peer Pressure

•Celebrate success•Power of the community

• I Don’t want to stick out

• Role Models for Change

• Fear of Criticism

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Design Rewards

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Motivation

•Personal•Social•Organization

•Executive Blog•Entry Communication•Promotion Video •1st Touch Event•Podcasts•Posters•Teaser Communication •Employee Productivity Home

•Online/on-demand Training •New Employee Orientation•Tips & Tricks•Virtual Coach•SharePoint Sandbox•FAQ

Personal

Social

•Early Adopter•Webcasts•Viral Marketing•Roadshow•Executive Sponsorship•Super-User Community

•Classroom Training•Lunch & Learn Training•Brown Bag Sessions•Auditorium Training•“Dear John” Letter•Biggest Loser Contest

Organizational

•Awards Incentive•Super-user Community•New Employee Orientation•Newsletter

• Podcasts • SharePoint Sandbox• Employee

Productivity Home

Silent Storm Activity

• For the next 3 minutes write down your favorite user adoption techniques on a post-it (1 technique/idea per post-it)•Once time has expired (3 minutes) please post the techniques you have written down on the post-its in the phase area in which it would be most helpful in supporting adoption•Once you have posted your ideas up on the whiteboards please take a seat so we can analyze our results

• Executive Blog• Entry Communication• Promotion Video • 1st Touch Event• Podcasts• Posters• Teaser Communication • Employee Productivity Home• Early Adopter• Webcasts• Viral Marketing• Roadshow• Executive Sponsorship• Super-User Community

• Teaser Communications• Online/on-demand Training • New Employee Orientation• Tips & Tricks• Virtual Coach• SharePoint Sandbox• FAQ• Classroom Training• Lunch & learn Training• Brown Bag Sessions• Auditorium Training• Awards Incentive• Newsletter• Employee Productivity Home• Dear John Letter• Biggest Loser Contest

Sample List

Adoption

Techniques

Promotional Video

Teaser Communication

On line – On Demand Training

Podcasts and Success Story

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Super-user Community

Best Buy: The rise of the ninjas-a SharePoint 2013 user adoption story: http://channel9.msdn.com/Events/SharePoint-Conference/2014/SPC296

Dear John Letter• Write a “Dear John” letter saying goodbye to

your old solution (ie. Intranet for example)• Share those letters company wide• Create a “Dear John” wall• Publish them on your current intranet• Run a contest and let others vote and pick their

favorite• Share via social media (ie. Yammer/Sitrion)

• Pay attention to what people say this will give you insight into what their hopes are for the future solution

Virtual Coach

Biggest Loser Content Contest• Challenge your site owners

premigration/upgrade to a “Biggest Loser Contest”• Track the starting “weight” of each site and

“ending” weight• Focus is on getting rid of old content/sites prior

to upgrade/migration• Publish the results on your current intranet• You can have “weigh ins” if desired• Share via social media (ie. Yammer/Sitrion)• At the end have a “Biggest Loser” celebration

and name the winner(s) and celebrate the success with entire group of site owners

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SharePoint Sandbox

DIRECTOR & REGIONAL LEAD

Michelle Caldwell

Mary.m.caldwell@avanade.com @shellecaldwell shellecaldwell.com

SPEAKER

Since 2005

2 3

4 5

1Introductio

nSuccess

Requirements

Cultural

Change

Types of

Adopters

Motivation

Considerations

6Adoption

Techniques

Thank You

References• Essential SharePoint 2013 Book• User Adoption Strategies Book• Roadmap for Collaboration Book• Shepherd's Guide for Users Book• 42 Rules for Successful Collaboration Book• Microsoft User Adoption Guide for 2013• Additional Promotional Video - http://sco.lt/5iS5k9• SPOT Promo Video - http://sco.lt/8fFlVh• Productivity Hub - http://www.microsoft.com/en-us/download/details.aspx?id=7122• Discover SharePoint - http://www.discoversharepoint.com/• Office 365 Customer Success Center - http://success.office.com/en-us• IT Unity – http://www.itunity.com• Microsoft Virtual Academy - http://www.microsoftvirtualacademy.com/• TeckDog Training - http://tekdoginc.com/• Pluralsight Training - http://www.pluralsight.com/