Thanks for asking me this question

Thanks for asking me this question Van N.!
Let’s start with a different question.

What’s a key metric for project success?
There is really only 1.

It’s User Adoption.
If users don’t use your system, you’ve just bought a very expensive white elephant. 🐘

You can increase user adoption using carrots🥕, sticks 🔨 and everything in between 🍩.

Here are a few ways to increase user adoption:

1. Bribe them with poison of choice: chocolates, bakery goods, alcohol, flattery, discount vouchers etc. 🍫🥐🍰🍷🍸😘

2. Liberal use of a metaphorical stick: naughty corner, name & shame who hasn’t logged in/updated opportunities, file a bad performance review, etc. 📉💸

3. Involve them in the process of designing their new system. Show them that their opinions matter. Create something that will make their lives easier.

4. Remove friction. Make the system a delight to use. Make them look forward to logging in and getting their work done. Make it so that they can focus their energy and attention to bringing value to their craft, and not fighting with the software to do basic things like enter information or view reports. 😍

Item (4) requires consciously and thoughtfully designing an interface that brings out the best in the user.

This discussion needs to be had at the begining of a project, nay – before that; during the construction of a business case.

One of the key principles of the project should be user adoption through delightful UI/UX – and that means prioritising that, putting in place resources and processes to focus on it as well as ensuring enough budget is allocated to it. 💰

This is the IMPORTANT part of project implementation that delivers business value. More often than not, organisations focus on the URGENT part of change and ignore the IMPORTANT bit of the equation.

Yes – let’s implement service cloud to automate processes so that we can be more efficient and fire some of our staff because we are getting too many complaints and after all, the contact centre is a cost centre.

A better thought process might be – why don’t we design a system that’s both intuitive and useful so that our support agents can have every resource they need to address customer issues and delight them with the best customer service they’ve ever had so that they will tell their friends and buy more from us?

Asking better questions and getting buy-in from influential stakeholders and project sponsors way before the project starts will set it up for success.

Had to re-post this as the comments field had only limited characters! 😁
This turned out to be a longer answer than I had originally anticipated but I hope it answers your question!

hashtag#OnThePeiroll
hashtag#UserAdoption