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Getting user engagement Product Changes
Network:15
Hi Everyone, it has been a very long time since I have posted on here (no idea why that is), but I thought I would write this to see if I can get some good ideas on something which I have been asked to do.

I work for a very small company and we have been working on some changes to our product for one of our largest customers, and my manager has asked me to put some processes in place to ensure that the users within the customer understand what we are doing with the intended changes and to build some structure around the changes to ensure that they all get it - to me this is rather vague and have not really been given much more than that, but, some of my initial thoughts are as follows:

- Create short training video content which explains the changes
- carry out class room training
- we already have a support function but ensuring that our support staff fully understand the changes and we are ready for the changes to be made

To me these ideas are pretty straight forward but I was hoping that if anyone could share some ideas on this as I am starting to get a little stuck as I have not long started here and do not know the background of the issues the customer and users have had.

Thanks in advance.
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Network:2029



Change management is an important aspect that often does not get the attention it deserves. Why is the change happening, what is the value, why do they care, etc. - essentionally, what's in it for them. I recommend getting a bit more personal than the generic training videos and classroom sessions. Getting true buy-in to build 'exceitement' around the change is what's needed.
Check this article out.
https://www.strategy-business.com/article/rr00006
Network:15
Thank you for your feedback Andrew, funny I actually found this link also this morning prior to writing my post.
I totally agree with your points, being reasonably new to the org here I still do not have a relationship with the customer in question but I am going to strive to really understand their needs and work out how I can generate this excitement, already requested space within their newsletter to their users to begin advertising the changes we are making and start drumming up the excitement.
Network:1151



Ben -

Does the client have change management (OCM, not technology change) roles as this would normally be something they should be facilitating for their users leveraging resources which your company would provide (like the training videos).

Kiron
...
1 reply by Ben Trafford
Dec 06, 2018 11:23 AM
Ben Trafford
...
Hi Kiron,

I do not believe they do, I am still learning about our clients as I am still new and have kind of been thrown in at the deep end with this.

I have created some change processes as we do not have any here (very small company) but the change we are doing for this customer seems to have not followed any processes so I am kind of picking up the pieces.

Just to give a bit of background we have a recruitment product which is being used by a large hospitality company to manage their recruitment processes, I have found that the recruitment industry seems very quick-paced and highly demanding so I think the people who were managing the change prior to me were overcome by the customer and have agreed to requirements that are going to be difficult to deliver, but I am confident we can but my concern is that the expectation of the customer & the 170(ish) users of our product and making sure that they understand it. I would love to have someone at the customer who understands change management but unfortunately they seem to just want to have it done.
Network:1680



All you need to put clear is the change management process. Mainly because everybody in the customer must know that each change has an impact and the decision about to move forward with the change, after evaluating the impact, is on hands of the customer.
Network:53



You might want to look up Bloom's taxonomy. It's an educational model for what level of training is required based on the expected outcome for the student. I've used it as a training model to prepare large organizations for major software changes that impact their day-to-day processes. The model helps scope your work and determine whether a change you are deploying just needs user awareness, or whether they need hands-on training prior to a successful deployment. Working as a technical SME with our training department we would follow a process similar to the following:
1) What is the nature of the change being deployed?
2) What level of competency does the customer need?
3) What are the learning objectives to achieve the necessary competency?
4) What instructional activities are needed to achieve the learning objectives?
...
1 reply by Ben Trafford
Dec 06, 2018 11:16 AM
Ben Trafford
...
Thanks for this Keith, I will certainly read up on this.
Network:15
Dec 06, 2018 10:50 AM
Replying to Keith Novak
...
You might want to look up Bloom's taxonomy. It's an educational model for what level of training is required based on the expected outcome for the student. I've used it as a training model to prepare large organizations for major software changes that impact their day-to-day processes. The model helps scope your work and determine whether a change you are deploying just needs user awareness, or whether they need hands-on training prior to a successful deployment. Working as a technical SME with our training department we would follow a process similar to the following:
1) What is the nature of the change being deployed?
2) What level of competency does the customer need?
3) What are the learning objectives to achieve the necessary competency?
4) What instructional activities are needed to achieve the learning objectives?
Thanks for this Keith, I will certainly read up on this.
Network:15
Dec 06, 2018 8:37 AM
Replying to Kiron Bondale
...
Ben -

Does the client have change management (OCM, not technology change) roles as this would normally be something they should be facilitating for their users leveraging resources which your company would provide (like the training videos).

Kiron
Hi Kiron,

I do not believe they do, I am still learning about our clients as I am still new and have kind of been thrown in at the deep end with this.

I have created some change processes as we do not have any here (very small company) but the change we are doing for this customer seems to have not followed any processes so I am kind of picking up the pieces.

Just to give a bit of background we have a recruitment product which is being used by a large hospitality company to manage their recruitment processes, I have found that the recruitment industry seems very quick-paced and highly demanding so I think the people who were managing the change prior to me were overcome by the customer and have agreed to requirements that are going to be difficult to deliver, but I am confident we can but my concern is that the expectation of the customer & the 170(ish) users of our product and making sure that they understand it. I would love to have someone at the customer who understands change management but unfortunately they seem to just want to have it done.
...
1 reply by Kiron Bondale
Dec 06, 2018 2:53 PM
Kiron Bondale
...
Sounds like an account management challenge of resetting expectations! What might help is to provide your customer with a sense of the product roadmap - what will be delivered in which releases and when. That is information which they could share internally to start to set expectations at the user level.

Depending on how intuitive the product is and how much of an impact to end user processes the changes will introduce will influence how much/little change management is needed. At the low end, self-service on-demand help videos and release notes might be sufficient whereas on the high end, a full communications and learning campaign might be required...

Kiron
Network:1151



Dec 06, 2018 11:23 AM
Replying to Ben Trafford
...
Hi Kiron,

I do not believe they do, I am still learning about our clients as I am still new and have kind of been thrown in at the deep end with this.

I have created some change processes as we do not have any here (very small company) but the change we are doing for this customer seems to have not followed any processes so I am kind of picking up the pieces.

Just to give a bit of background we have a recruitment product which is being used by a large hospitality company to manage their recruitment processes, I have found that the recruitment industry seems very quick-paced and highly demanding so I think the people who were managing the change prior to me were overcome by the customer and have agreed to requirements that are going to be difficult to deliver, but I am confident we can but my concern is that the expectation of the customer & the 170(ish) users of our product and making sure that they understand it. I would love to have someone at the customer who understands change management but unfortunately they seem to just want to have it done.
Sounds like an account management challenge of resetting expectations! What might help is to provide your customer with a sense of the product roadmap - what will be delivered in which releases and when. That is information which they could share internally to start to set expectations at the user level.

Depending on how intuitive the product is and how much of an impact to end user processes the changes will introduce will influence how much/little change management is needed. At the low end, self-service on-demand help videos and release notes might be sufficient whereas on the high end, a full communications and learning campaign might be required...

Kiron

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