In current times, I expect you are well aware that the era of digital transformation is rapidly advancing with new technologies. And especially in the field of Customer Experience, you cannot afford to lag behind in providing digital solutions that give your organization a boost in creating a sustainable customer experience.
In my previous two blogs I explained how an active key user community is conditional for your organization to adopt digital transformation and how leadership is a key factor in the digital transformation of your organization.
The topic of this blog is about knowledge and skills, specifically the knowledge and skills of those people required to work with the digital solution at hand. Not only training people in working with a digital solution is often an underestimated topic, but staying up-to-date even more so.
Too often, solutions and systems have been launched without users being prepared in advance to use them with proper training which basically means users are, as a figure of speech, put in a Formula 1 car and expected to drive that machine from the start without hesitation and without making mistakes. Just imagine the carnage if that was real life. And yet, when it comes to knowledge and skills of working with a digital solution, a similar situation happens far too often. Not to mention, the new hires coming aboard and being thrown into the deep, having to figure out the ins and outs of working with the digital solution themselves. It doesn’t take much to imagine how these types of situations will negatively impact the user adoption in a digital transformation.
So, what are the key stones in boosting the knowledge and skills of a user community?
First, make sure that the training material is easily accessible. It would be great if people could access that training material directly from the system itself, so they could get help right away.
Second, step away from the lengthy user manuals. You know what I mean, right? Those documents with over hundreds of pages with screenshots and text and where the one thing someone needs to know is hard to find. So try to keep it short and isolated per topic or operation.
Third, the source material used to create training materials should be easily adaptable. Whenever a new feature is introduced or an existing feature is updated, it should be possible to easily create new training material or adjust the existing training material. This will help you keeping your user community up-to-date in a nice and smooth way.
Fourth, set up a granular curriculum for each discipline or role that is expected to work with the system or solution and determine for each what is essential to be trained in.
As you now can see, there is more than meets the eye when it comes to getting users at the proper level of knowledge and skills in a digital transformation process. I hope this help you on the right track and should you need help, you know where to find us for more information on digital transformation.