Last Updated on 21 September 2023 at 21:34
A sudden, company-wide rollout of new technology can be jarring and counterproductive. A phased approach, on the other hand, allows for a more controlled and measured implementation. Sometimes, taking one step at a time might be more interesting and have less impact on running daily business operations.
For instance, when rolling out updates or new features for its Office suite, Microsoft often does so in stages, allowing a subset of users to experience the changes before a full-scale rollout.
Of course, a phased approach delays the benefits that the new technology promises. However, it reduces the risks associated with large-scale disruptions and potential system-wide issues in a similar way as PoC (Proof of Concept) pre-implementation solutions.
This approach has several benefits:
- Risk Mitigation: By implementing in phases, organizations can identify and address issues early without affecting the entire operation. For example, Salesforce often recommends a phased approach to CRM implementation, starting with a pilot project.
- User Adaptation: Gradual implementation allows users to adapt to the new system progressively, reducing resistance and confusion.
- Cost Control: Phased implementation can also help manage costs by spreading the investment over time.
Training is another critical component of successful technology adoption. It ensures that users not only know how to use the new system but also understand its value. This approach can include:
- Workshops: Interactive sessions where users can learn and practice using the new technology.
- Hands-On Sessions: Practical exercises that allow users to gain firsthand experience.
- Expert Guidance: Bringing in experts from the technology providers to offer insights and tips.
Workshops provide an engaging platform where users can learn and practice using new technology. These interactive sessions can quickly be tailored to different industries and skill levels, ensuring everyone can benefit, from novices to experts. While these sessions can be time-consuming and disrupt regular work schedules, the investment in technology learning often pays off in increased efficiency and skills in the long run.
Hands-on sessions take learning from theory to practice. These practical exercises allow users to gain firsthand experience, making the learning process more tangible and memorable. However, those sessions should be carefully designed to mimic real-world scenarios, ensuring the skills acquired are directly transferable to the workplace and suitable team members.
Sometimes, the best way to understand new technology is to learn from those who helped create it. Bringing in experts from technology providers can offer invaluable insights, shortcuts, and best practices that might not be immediately obvious. When Microsoft, Adobe, or any other SaaS (Software-as-a-Service) solutions supplier launches a new product, they often have experts available, either in-person or via webinars, to guide users through the nuances of the software.
For example, a manufacturing or fintech firm implementing a new automation system might invite engineers from the technology provider to conduct training sessions, ensuring that the staff understands not just the ‘how‘ but also the ‘why’ behind the technology.
Some organizations and leaders might see this ‘expert’ approach as an unnecessary expense, arguing that in-house training should suffice. However, I believe that expert guidance can provide nuances and insights that can significantly enhance the understanding and utilization of the technology within the organization.
Nevertheless, technology training is not a one-size-fits-all proposition. It requires a mix of approaches tailored to the organization’s specific aspects, needs, and culture.
Establishing a feedback mechanism during the early stages of technology solutions’ implementation is also critical for success such as:
- Collecting Feedback: Regularly soliciting feedback from users through surveys, interviews, or focus groups.
- Analyzing Feedback: Identifying common pain points and areas for improvement.
- Implementing Changes: Making necessary adjustments based on the feedback.
Some might see feedback loops as time-consuming and potentially slowing down the implementation process. However, the insights gained can significantly enhance user satisfaction and system effectiveness.
For example, Microsoft often employs feedback loops in its product development, allowing users to provide feedback on new features and updates. This iterative process helps refine the product, fix bugs and features, and constantly align it with user needs.
Indeed, before an organization can address concerns or make improvements, it needs to know what they are. Therefore, regularly soliciting feedback is the first step in this journey. Whether through digital surveys post-implementation, one-on-one interviews, or focus group discussions, capturing the user’s voice is paramount.
Once feedback is collected, the real work begins. This work involves sifting through the data to identify common themes, pain points, and areas ripe for enhancement. Advanced analytics tools and sentiment analysis can aid in this process, turning raw feedback into actionable insights.
In my experience, quantitative feedback provides the ‘what’ while qualitative feedback often provides the ‘why’. Both are crucial for a holistic understanding.
Furthermore, this analysis can sometimes become an endless loop, leading to analysis paralysis — but with clear objectives and timelines, this stage can be highly productive. Based on the insights gained, necessary adjustments can be made to the technology solutions, which might include the following:
- Bug Fixes: Addressing technical issues that users have identified. Pay attention to the fact that frequent updates can be disruptive and create new issues. However, with proper testing and communication, a well-managed bug-fixing process can minimize these concerns.
- Feature Enhancements: Adding or modifying features based on user suggestions. However, it is equally important to ensure that they add real value and do not overcomplicate the system. A feature-bloated system can become unwieldy and lose its core purpose.
- User Experience Improvements: Making the technology more user-friendly and intuitive. Sometimes, constant changes to the user interface can confuse users. However, I believe that thoughtful, user-centred design improvements can enhance usability without causing confusion.
In my experience, businesses that prioritize user experience (UX) before bug fixing and feature enhancements not only retain users but also turn them into brand advocates. A delightful UX can be a strong and significant differentiator in the market, especially when the underlying technology is similar across competitors.
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The views and opinions expressed in this publication are those of the author, Didier Debbaut, and do not represent the views, positions, or policies of Temenos AG, its affiliates, clients, or partners. All information is shared in good faith and in the spirit of professional exchange, as part of an open, constructive contribution to the FinTech and WealthTech community.
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