At this year’s ILTA-CON conference held in late August, Recurve’s Christiane Matuch participated in an panel discussion about successful user adoption techniques with fellow legal innovation professionals, Janis Richman from Wilson Allen and Jon Kerry-Tyerman from Time by Ping.
1. User Adoption is Key to Legal Innovation Success
As change management researcher Prosci highlights, “80-100% of benefits and anticipated improvements are tied to the end user, to people changing their behaviors and to their willingness to incorporate technologies into their daily working lives.” This Prosci finding was referenced several times during the panel discussion, and I see it every day in my project work with clients. A legal innovation or technology project has a very limited chance of delivering its desired outcomes unless the end users are at the forefront of consideration during all phases of a project, from planning to design to implementation.
2. Leverage a Proven User Adoption Framework as a Guide
Much of the panel discussion focused on the panelists’ experiences using ADKAR as a guiding framework for driving user adoption. While there are several popular user adoption frameworks in the marketplace, ADKAR is certainly a good one and when successfully implemented, it can deliver strong results. Here are some of the strategies and tools that the session’s featured innovation professionals have utilized to put ADKAR into action.
3. Successful User Adoption Takes Time, Effort, and Metrics
When you think about user adoption, think of it as a marathon versus a sprint. You need to start strong, maintain a good pace, keep your ambassadors involved, and utilize usage data to stay on track. With detailed usage metrics, you can identify and publicize areas of adoption success as well as isolate areas needing remediation. This process of continuous improvement supported by metrics will help encourage additional users to jump on board and lay the groundwork for expansion into new user groups or add-on technologies.
At the end of the day, innovation results are not driven by the success of the innovation itself, but by the success of the users adopting a technology or process to drive meaningful results from performing their work in the “new and better” way.