“What are your best practices for ensuring our users engage with the system?”

This is one of the fundamental questions clients ask. It’s my favorite question. Why? Because it shows the client cares and genuinely wants to be successful. If this question is so common, why is the answer often so complicated? Well, people are human. We’re imperfect, and while our intentions are usually good, follow-through can sometimes fall short. So, how do we encourage follow-through? We engage!

1. Clear Communication – Answering “What’s in it for me?”

Users want to understand why they’re being asked to perform certain tasks, especially when it disrupts established habits. Clear, concise communication is the first and most critical principle in driving user adoption and engagement. If people don’t understand why they’re doing something, will they commit to it? Likely not. If you simply send an email announcing the new initiative, will users remember? Probably not.

You need a well-rounded communication plan that includes both written and verbal messaging. Before launch, your communication should clearly explain the why, when, and what’s in it for the end user. Spread these messages over time – no one appreciates work surprises. Give users a heads-up and allow ample time for questions and training. This proactive approach helps to build curiosity and openness rather than resistance.

2. Executive Involvement – Leading from the Top

Executive engagement is crucial to the success of your communication plan. When employees see that a new initiative is driven from the top, they are more likely to take it seriously. Executive involvement fosters the belief that what users are doing carries importance and aligns with broader company goals.

To build momentum, involve executives in key communications. Have them address new initiatives during town halls or kick-off meetings. This not only signals the significance of the project but also reinforces that leadership is invested in its success. When engagement is modeled at all levels, it resonates more deeply with employees.

3. Reward and Recognition – Motivating Through Incentives

At the end of the day, we’re all human. And humans are motivated by recognition and rewards. Understanding what drives your team can be a game-changer for adoption and engagement. Is it public acknowledgment, friendly competition, or tangible incentives like bonuses or time off? Find out what resonates and use it to your advantage.

Recognition doesn’t have to be grand. Sometimes, a simple shout-out by name in front of peers can go a long way. Other times, creating a leaderboard or internal contest might spark engagement. By incorporating rewards, you create positive reinforcement, encouraging users to adapt and embrace the new system with less resistance.

Bringing It All Together

User adoption isn’t a one-and-done task. It’s an ongoing process that requires thoughtful communication, visible leadership, and meaningful rewards. When you weave these elements together, you foster an environment where users not only engage but also champion the initiatives that drive business success.

Remember – when users know what’s in it for them, feel supported from the top, and see recognition for their efforts, adoption becomes second nature.