Workflows: A key to user adoption

Change.

The word alone can make people cringe. We get it. Nobody really likes change. It's in our nature to find comfort in routines and to fear the unknown. To convince people to change, you need to give them a good reason. Show them the "what's in it for me?" 

When rolling out your iManage solution, user adoption is the key to success, but how do you get your users to embrace the change? The most effective way of doing that is to convey the value of a piece of technology in terms that resonate with the jobs that they do day in and day out. How? For starters, you need to meet users where they are by finding out how they use the current technology they have, what their pain points are, and most importantly, what their needs are.

Workflows 101

At the heart of every successful iManage implementation is a robust understanding of the user’s workflow. Simply put, a workflow is a sequence of steps followed to complete a task or process. While it might sound simple, in practice, workflows can be intricate, often involving multiple individuals, departments, or even crossing organizational boundaries. It's important to understand that workflows are rarely one size fits all. They vary based on department, project, persona, and the solution being used. The main purpose of a workflow is to promote efficiency and increase the user's productivity, making sure that tasks and processes are completed without issue and with minimal difficulty.

Why workflows matter

Targeting business workflows with users is important for several reasons. It ensures alignment with the actual working methods of users, making solutions more intuitive and user-centric. It's essential to not only listen to how users describe their workflows but to have them demonstrate their processes. This hands-on approach allows you to customize your iManage solution to meet your users’ needs. As new employees come on board and new features become available, it's vital to revisit these workflows to ensure they remain relevant and to help identify any potential training gaps. By doing so, it's possible to configure solutions that optimize efficiency, boost productivity, and enhance user satisfaction, leading to higher adoption rates. 

Let’s start at the very beginning

Engaging with your users must start at the very beginning of your iManage implementation project. Some of the most successful user engagement strategies we have heard of are focus group sessions, surveys, and 1:1 interviews. Use these opportunities to discuss their productivity, collaboration, and workflow issues.

Encourage users to be involved in the coming changes; use these opportunities to seek out influencers or project champions who will not only help during the design process but also during implementation and beyond. Since the goal of implementing your iManage solution is user adoption, it is essential to design a solution that your users will use. From the start, you need to answer these questions about users:

  • What are their current workflows?
  • How do they use the current technology?
  • What inefficiencies are they dealing with?
  • What workarounds do they have in place today to achieve their needs?
  • What do they feel would improve their experience?

Don’t be afraid to get granular when it comes to understanding your users’ current pain points and inefficiencies. Now is the time to delve into usage analytics and Help Desk tickets. Analyze who is using the current solution, and who is not. Those who are using it, how are they using it? Identify trends in Help Desk tickets being submitted to understand what users are struggling with.

Putting your data to work

Gathering and analyzing data does no good unless you put it to work. How can you use your data to show your users "What's in it for me?" By showing them how the iManage solution you are implementing will ease their pains.

Knowing and understanding not only your users' issues and pain points but also their workflows and current workarounds will guide you throughout the implementation process. Designing your iManage solution with your users' workflows and pain points in mind will ensure you have a solution your users will use. Developing communications about upcoming changes tailored to your users will catch their attention. Customizing training materials for your users will create excitement around your iManage solution.

You don’t know what you don’t test

After designing your iManage solution, it's time to put it to the test. We recommend having a mix of personas, individuals and groups of individuals, who are "real users" involved in your User Acceptance Testing (UAT). Beforehand, your testers will be given basic training to make sure they have a fundamental knowledge of the solution. The testers will be asked to complete a variety of tasks, making sure everything works as expected. During UAT, collect and listen to user feedback and comments to make sure your iManage solution is designed and functions in a way that benefits your users.

Practical techniques for adoption

Key takeaways to ensure adoption of your iManage solution:

  • Regularly review workflows, ensuring they align with user needs. Continue to show them, “What’s in it for me?”
  • Embrace UAT, refining solutions based on user requirements
  • Acknowledge user feedback by giving them a “seat at the table”, showing them their voice matters
  • Equip users with necessary training resources such as instructor-led training, self-paced training, and quick reference guides
  • Establish consistent user support post-rollout and maintain regular reminders and training updates