Change Management User Adoption Services

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Change Management
User Adoption Services

As technology evolves into a core business strategy rather than just a necessary expense, many companies are adopting new technologies to remain competitive. YBR’s signature service, User Adoption Services, provides end-to-end change management solutions designed to support users through the transition to new technology. This service ensures that users embrace and fully leverage the new system while minimising productivity loss during deployment.

AS-IS (current)

Analyse your current situation (as-is)

Migration

Construct a strategic roadmap of deployment, to transit from ‘as-is’ to ‘to-be’

TO-BE (Future)

Define and visualise your desired future state (to-be)

Key Features:

Clear and consistent communication campaigns
User-focused change resistance management
Tailored learning support for diverse user groups
Comprehensive repository of online resources and documentation
Ongoing training and reinforcement of key messages
In-depth post-deployment analysis using reliable performance indicators

Benefits:

Our User Adoption Services are crafted to deliver meaningful, holistic benefits to your organisation by:

Reducing the strain on your help desk during deployment
Lowering user uncertainty and resistance to change
Enhancing user satisfaction
Helping users efficiently build skills to maximise the new system’s productivity
Minimising the initial drop in productivity after deployment
Accelerating the time to realize returns on your investment

YBR equips each user to seamlessly adopt the new system from the moment it is deployed. Our approach is rooted in the proven Prosci® ADKAR model of change management, a methodology trusted by numerous Fortune 100 companies and government agencies worldwide. With its five distinct stages, we offer tailored services at each phase to help your users embrace change effectively.

AWARENESS

of need for new system

Why do we need a new system? What does it involve? Who will be affected? What are the impacts? When is the deployment happening?

+ Executive communications during town hall meetings to announce key updates and highlight program benefits.
+ Roadshows and awareness campaigns featuring previews, demonstrations, interactive games, and engaging activities.
+ Clear and consistent communications from the project team, delivered regularly across multiple channels (emails, posters, briefings, etc.) and tailored to the needs of different user groups.

DESIRE

to support and participate

How do users perceive the current and new systems? What information are they receiving, and through which channels? What might be the potential reasons for their resistance?

+ Coaching immediate supervisors to effectively cascade messages that encourage and promote change.
+ Conducting focus group studies to identify potential causes of resistance and address user concerns.

KNOWLEDGE

on how to use new system

What does the user currently understand? What do they need to know? What resources are available to support them?

+ Welcome packs for new users
+ Tailored learning support for different user groups, such as technical staff, help desk personnel, super-users, end-users, and VIPs
+ Training materials for instructor-led sessions (classroom or virtual), e-learning (self-paced, custom, or subscription library), video tutorials, and hands-on labs
+ Lunch-and-Learn sessions
+ On-the-job learning materials, including quick reference guides, quick start setups, and keyboard shortcuts

ABILITY

to demonstrate relevant skills

Is the user physically and intellectually capable of operating the new system? Do they have the time and resources to develop the necessary skills?

+ “Get to Know Your XX” open sessions, clinics, Experience Centre, and community calls.
+ A centralised online portal serving as a repository for all training resources, including discussion forums and FAQs.
+ Surveys and polls to gauge user satisfaction and ease of use with the new system, as well as their experience during the migration.

REINFORCEMENT

to sustain use

What resources can help reinforce the use of the new system? Is user adoption declining? How can we prevent this?

+ Reinforcement messages to strengthen user engagement, such as bite-sized “Did You Know” tips, tricks, and shortcuts
+ Ongoing training for support staff to earn advanced certifications
+ Assessment of user adoption effectiveness through feedback collection and the creation of corrective plans