BUT… THE SOFTWARE VENDOR PROVIDES TRAINING
Vendor-designed training may seem like a no brainer.
The problem is that too often it showcases the software’s features and functionality, instead of focusing on your organization’s specific use cases.
As a result, users end up knowing what the software can do, not what they can do with the software.
FROM USER AVOIDANCE TO USER ADOPTION
When training leaves users feeling uncertain and confused because they can’t figure out how to use the software to do their work, it becomes extremely difficult to get traction with user adoption.
Not only do you need to overcome natural human resistance to change, but you need to provide an unsustainable level of support to get users to actually use the software.
Effective training is critical for user adoption. It ensures users know exactly what to do, how to do it, and why they need to to it that way.
Designing effective training involves an analytical and systematic approach, based on the science of learning. Not guessing.
And, not one size fits all users.
Train People So They Retain & Apply More of What They Learned…
(According to Science)
These are just a few science-based learning strategies that work especially well for software training
Promotes navigational use versus procedural use to help reduce support calls.
Focuses on role-based, specific tasks so that users know exactly how to use the software to do their work.
Provides worked examples so that users know what “right” looks like.
Includes quick reference guides to help users remember what they learned.
Provides opportunities for timely feedback to help users course correct fast.
Addresses changes to roles, responsibilities, and business processes so that users know what’s expected going forward.
Gay Niven, Starbucks Coffee
“I am comfortable talking in shorthand, connecting them up with the subject matter experts, laying out the parameters of the project as best I know it.
I know that the project will be well managed within budget constraints, that relationships between people will be maintained, and confidence in the project will be high.
What I mean by confidence is that there will be confidence in the end user and confidence back through the organization in the client group.”
Catherine Olson, Genesys Telecommunications
“While at Genensys Telecommunications, Diane and her team helped me map out online training for contact center supervisors, an audience we did not support at the time.
We then sold the concept to a customer and raced to construct it before implementation of the software.
The project came in on time and on budget.
It was big win for Genesys training.”
I’ve designed end user software training for some of the world’s top companies
