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IT teams are tasked with ensuring that the tech stack their company relies on not only functions properly but also helps end users do their best work for the company.

And it’s hard to know which one is harder to pull off…

Onboarding, training and enabling end users to successfully adopt their software is both art and science. To do it well, IT teams need to have a grasp of not just the technology itself, but also change management, experience design, and adult learning.

If end users don’t adopt their software, or use it well, companies wind up wasting massive investments into software licensing and fail to capture the business results that software should deliver.

End User Management_Stats

Enter end-user experience management—an IT function meant to bridge the gap technology and people. In this guide, you’ll learn about 6 ways IT teams can dramatically improve the end-user experience in their organization!

What is end-user experience management?

Beyond the basics of uptime, support quality, and functionality—end-user experience management is about ensuring that employees have enough mastery of workplace technology to do their jobs better, faster, and with less frustration.

End User Management_Table

#1 Understand the role of IT in shaping employee productivity

IT teams are uniquely positioned to influence employee productivity. Every system update, software rollout, or new tool you introduce has a ripple effect on how employees work. While the technical performance of these tools is crucial, their impact on daily tasks and overall employee satisfaction is just as important and often harder to solve. Getting people to change their mindsets and work behaviors, and invest the time to learn new tools, is no small feat.

The impact of technology on the end-user experience is significant, influencing everything from productivity to employee retention. Research shows that engaged employees are 18% more productive and 23% more profitable, while disengaged employees can cost a company 18% of their salary in lost productivity.

Additionally, organizations that invest in enhancing the employee experience, such as by using AI tools to streamline tasks, see tangible benefits. For instance, a 2024 study found that 22% of employees used AI tools in 2023, a 50% increase from earlier in the year, helping to improve employee productivity and focus.

#2 Make listening to end users a priority

One of the most critical aspects of end-user experience management is simply listening to employees. Understanding their pain points, gathering feedback, and using that data to make informed decisions can dramatically improve the tools you provide.

Here is a list of common employee pain points about their software that IT management might hear:

  • Users are confused about which application to use for which job
  • Users are unclear on when they should stop using a previous application and embrace a new one
  • Users don’t understand why a change to their technology was made
  • Users don’t understand security policies and settings and feel they make their jobs harder to complete
  • Users are only adopting basic functionality of their tools and failing to capture the real value of their expensive licensing

Examples of how IT might better listen to end-users and create feedback loops might be:

  • Run focus groups
  • Run frequent, short surveys to collect user sentiment and feedback (BrainStorm can help)
  • Get new insights into user behavior to help you understand where to focus your efforts (BrainStorm can help)
  • Embrace change management principles like ADKAR with a focus on developing awareness (A) and desire (D) and knowledge (K) when making any changes

Creating a culture where feedback is not only accepted but encouraged can lead to more proactive problem-solving. Employees will feel valued, knowing their opinions are taken seriously, and you’ll gain the data you need to improve their work experience.

#3 Simplifying the onboarding process

One of the most significant challenges employees face with new software is the learning curve. As an IT leader, simplifying the onboarding process for new tools can make a world of difference. Employees shouldn’t need a PhD in technology to figure out how to use their email or project management software.

Consider a solution where new hires are automatically enrolled in onboarding training, so they can hit the ground running with their tech stack. This approach not only accelerates the learning process but also reduces the demand for technical support, as employees are more likely to understand and use their tools correctly from the start.

The BrainStorm platform offers turnkey training solutions that are ready to deploy to new hires. These include pre-packaged courses and email templates that can be customized to fit your organization’s specific needs. This ensures that training is not only comprehensive but also easy to implement, saving IT teams time and effort while boosting overall software adoption.

When employees feel confident in using new tools, they’re more likely to adopt them quickly and effectively, leading to a smoother transition and better productivity. Plus, that sure makes the IT department look good!

#4 Manage change with confidence

Change management is another critical part of the overall end use experience at work. To manage change effectively and improve the end-user experience in the workplace, IT teams should leverage an established change management process that guide users through transitions with confidence. Let’s dive into a few change management processes.

One key element of successful change management is executive sponsorship. A visible and active executive sponsor can champion the change, providing the necessary authority and resources while serving as a role model for engagement. Their involvement helps to legitimize the change initiative and reinforces its importance across the organization, making it easier for IT teams to implement new software and tools. When employees see leadership fully backing a change, they are more likely to buy in and commit to learning and using new technologies.

End User Management_ADKAR

Applying the ADKAR model—Awareness, Desire, Knowledge, Ability, and Reinforcement—can be particularly effective for IT teams looking to enhance the end-user experience through software improvements. ADKAR emphasizes the importance of addressing the "why" before the "how," ensuring that employees understand the reasons behind the change and feel motivated to engage with it.

By first building awareness and desire, IT teams can pave the way for effective training and skill development. This ADKAR model also highlights the importance of reinforcing new behaviors and skills after the initial training phase, which is crucial for sustaining changes and achieving long-term adoption. Reinforcement can include ongoing support, feedback loops, and recognition of those who effectively utilize the new systems.

Remember “the rule of 7” especially applies when it comes to change; people need to hear a message at least seven times before it truly sinks in. For IT teams, this means that communicating about changes should be frequent and varied, using multiple channels to ensure the message is received and understood. This could involve email updates, in-person meetings, training modules and workflows, and even informal reminders during team huddles. By using the rule of 7, IT teams can overcome the natural resistance to change and build a stronger foundation for the adoption of new tools and processes.

Finally, reinforcing learning is essential for embedding change and ensuring that improvements in the end-user experience are lasting. Continuous learning opportunities can include follow-up training sessions, access to on-demand resources, and regular check-ins to address any ongoing issues or questions. Additionally, creating feedback loops where end users can report challenges or suggest improvements helps IT teams refine their approach and maintain a user-centric focus.

By consistently supporting end users and reinforcing the value of the new systems using change management principles, IT teams can transform initial resistance into ongoing engagement.

#5 Balance technology with empathy

It’s easy to get lost in the data and the technical aspects of IT management, but at the end of the day, it’s essential to remember the human element. The tools you implement are used by people with varying levels of technical proficiency, different working styles, and unique needs.

Balancing technology with empathy means considering the user experience from a human perspective. Check in as a department and ask:

  • Are the tools we’re providing user-friendly?
  • Does the technology genuinely make employees’ jobs easier?
  • Are we addressing not just the technical glitches but also the frustrations and anxieties that come with navigating a digital workspace?

For instance, if you notice that employees are consistently struggling with a particular application, consider offering additional support or even reevaluating whether that tool is the right fit for your organization. Sometimes, the solution isn’t more training but finding a tool that better matches your team’s needs.

A best practice for enhancing the human experience in technology is to lead training efforts with use case mapping rather than focusing solely on a tool’s features or functions. When IT teams introduce new software by highlighting the specific problems it solves or the processes it improves, they connect with what really matters to users: the “What’s in it for me?” (WIIFM) factor.

End User Management_WIIFM 

This approach resonates because it’s rooted in empathy, meeting users where they are and giving them a clear reason to care about learning the new tool. By framing technology through the lens of its real-world benefits and showing how it can alleviate everyday challenges, IT teams can make training more relatable and meaningful, turning technology adoption from a task into a genuine opportunity for improvement.

#6 Measuring success with the metrics that matter

When it comes to end-user experience management, measuring success is about more than just uptime and system performance. The real indicators of success are how these tools impact employee productivity, engagement, and satisfaction.

Key metrics to consider include:

  • Adoption Rates: Are employees actively using the tools provided? High adoption rates indicate that the tools are effective and well-received.
  • Productivity Levels: Has there been an improvement in productivity since the implementation of new tools? This can be measured through output levels, task completion times, and overall efficiency.
  • Employee Satisfaction: Regularly survey employees to gauge their satisfaction with the tools and systems they use. This feedback is crucial for continuous improvement.
  • Support Ticket Volume: A decrease in support tickets over time suggests that employees are becoming more comfortable with the tools and that common issues are being resolved proactively.
  • Employee retention levels: How much training are employees retaining and able to directly apply to enhance their productivity?
  • Employee time-to-value: The faster employees learn how to use their various applications, the quicker they can contribute business value.

By focusing on these metrics, you can ensure that your end-user experience management efforts are genuinely making a positive impact on your organization.

The path forward for IT leaders

A good end-user experience impacts more than you might think. As employees embrace digital transformation, the more productive and engaged they are. This means the business performs better in areas like speed to market, customer experience, and industry innovation to name a few.

BrainStorm is here to help you achieve these goals. From simplifying onboarding to managing change and ensuring employees have the training they need to successfully use their software, BrainStorm provides the resources you need to empower your employees and enhance their digital experience. By prioritizing the end-user management experience, you’re not just supporting your team—you’re empowering them to reach their full potential. And that’s a win for everyone.