More than half of all IT project implementations fail to get adopted in organizations worldwide. These
failures are seldom because of the technology used or the product implemented. Frequently, it is a
problem with an insufficient understanding of the business’ goal and users’ needs. A successful system
that is not adopted is as good as a failed system.
At ILANTUS, user adoption is a vital discussion point from the phase of requirement gathering. With over
16 years of experience in IDAM solution implementations, ILANTUS has assisted multiple businesses in
putting together a comprehensive adoption plan and there by has helped steer them towards a
successful implementation with contended users. Various aspects impact user adoption and these
should be carefully managed.
Know the User and the Need
Understanding the end user landscape and fulfilling their needs are key aspects to the success of any
solution implementation. The reason why an organization is looking for a single sign on or password
management solution must be clearly understood. The solution being implemented should constitute all
use cases that the end users are looking forward to. Adoption starts when the user has a convincing
reason to interact with the system.
Human beings are naturally averse to change, and a technology implementation is no different. This is
the reason why end user training is of paramount importance. The user should be educated about the
new solution and how he will benefit by it. The training sessions should help build affinity and
awareness of the new system and in return a desire to use it. These training sessions should be relevant
and tailored to the specific audience. ILANTUS products have many niche features that help users get
accustomed to the system faster without hassle.
Market to the End User
Most organizations need assistance and advice while getting started on the new system. Social mediums
and venues like lunch rooms, clubs, intranet sites and enterprise social solutions are all powerful tools to
reach the user. Developing a marketing plan and a promotional strategy have always yielded good
results. Utilizing a combination of mediums triggers user eagerness and demonstrate the importance of
Identify Ambassadors and Reward Users
Each team or unit that gets introduced in the system should have an ambassador. The ambassadors
should have enough knowledge on the system and should be able to guide their colleagues. Rewarding a
user who starts using the system actively will encourage every other user in the team.
Implementing an effective adoption program is not easy and needs lot of time and effort. With the
poorsuccess rates seen worldwide, it is obvious that organizations need to invest wisely in adoption
programs. Adoption activities should start from inception, continue through the implementation phase,
and follow the user always.
By Karamchand Ramachandran