Don’t Forget the User!

Don’t Forget the User! User Focus Can Ensure You Achieve Enterprise Software ROI An Epicor White Paper: Lessons from 350 Corporate Implementations Executive Summary It is often stated that more than 60% of all software implementation projects fail. Why? Ask many industry analysts and commentators and you will hear similar stories, all pointing to a lack of end user focus throughout the implementation. What is often lacking throughout the early stages of implementation, is the inclusion of both data-driven and user-focused decisions or approaches – largely because they are often seen as being too time consuming or expensive. This white paper highlights how a strong user focus has been accomplished by many organizations; at multiple stages within the implementation lifecycle, and the benefits realized because of this. What’s more, these organizations have accomplished these results without huge project delays or budget overruns as a result of this user-centric approach. In short, a user focused approach can both ensure an implementation is delivered within deadlines and budgets, and that return on investment (ROI) potential is realized. A user focused approach forces the organization to address the single biggest failure point within every system implementation: A lack of effective user adoption. At the same time, implementing such an approach generates data for proactive decision-making, reduces support costs, and ensures that the system implemented is optimally utilized. It’s not uncommon to see up to 50% reduction in user time-to-productivity following such a focus. Fundamental requirements of a user focused approach, if it is to be implemented effectively are as follows: The provision of a comprehensive user environment that comprises the right content for the job: documentation, training simulations, live in-application graphical help files A streamlined and synchronized approach to content development and delivery: to reduce time and keep pace with changing systems Management of data: to identify, proactively address, and validate that the program has been implemented effectively Table of Contents Implementation Lifecycle 1 Requirements Definition 1 Software Selection/Development 2 User Acceptance Testing 2 Training 2 Post Go-Live – User Support 3 Software Maintenance 4 Summary 5 Epicor: Your Key to High User Adoption and Rapid ROI 5 Introducing Epicor Knowledge Mentor 5 About Epicor 6 Don’t Forget the User! User Focus Can Ensure You Achieve Enterprise Software ROI i Implementation Lifecycle Let’s consider some typical project lifecycle stages: Requirements Definition Software Selection/Development User Acceptance Testing Training Post Go-Live User Support Software Maintenance Within each of these stages lie opportunities for close user collaboration and involvement, but all too often it is the very concern that this involvement would lead to lengthy delays as revisions are made, that often results in user involvement becoming neglected. As we look at the opportunities and benefits of adding a greater user focus, we will discuss some key themes: The synchronization of content development at each stage in the implementation lifecycle The use of appropriate content throughout the application lifecycle The collection and use of data to focus efforts and proactively address process issues early in the rollout Requirements Definition As organizations define new processes and reengineer existing processes, application requirements are developed. Often these requirements stem from shortfalls in existing processes and transactions. The Benefits of a User Focused Approach Organizations can build a clear picture of the processes and transactions that cause the most common problems with today’s systems by monitoring the use of existing applications and acquiring information such as: Who asks for help? Where in the application are they seeking assistance? How often do users ask for help for this specific task? Effective electronic performance support solutions can provide this insight and assist project teams when defining the requirements and processes for a new or upgraded application. The benefits? A focus upon today’s pain points rather than just the “new features” can help garner user buy-in and help prioritize functionality that can deliver measurable process improvement. Don’t Forget the User! User Focus Can Ensure You Achieve Enterprise Software ROI 1 Software Selection/Development Today’s approaches to application customization or development are rarely painless exercises. Invariably feature requests arrive based upon feedback during early testing that involves certain elements of reinventing the wheel and additional development or technical resources. The Benefits of a User Focused Approach Many organizations that make use of electronic performance support solutions have effectively leveraged simulated application environments to expedite feedback mid development of content. By quickly creating a simulation from “mock-up” images of proposed application screens, processes and features can be delivered for review and suggested corrections made long before hard coding begins. Critically, these rapidly developed application “models” obviate the need for days of recoding upon receipt of change requests. In addition, by tracking use of these “mock-ups”, project leaders can gain insight into problem areas which can focus modification efforts. User Acceptance Testing The process of user acceptance testing takes many forms; from providing transaction procedure documents (test scripts) to users and asking them to complete the task within a live application instance while being monitored by observers, to simulated environments where monitoring and reporting of a geographically dispersed test community is facilitated. The Benefits of a User Focused Approach Whichever approach to user acceptance testing is implemented it is imperative that data is collected and looked at in aggregate – with regional or international differences noted. Critically, while it may not always be possible to remedy all problems within the application prior to production, it remains possible to modify training to pre-empt questions and proactively provide solutions. Training Training is possibly the most underrated component of any mission-critical software implementation. While it may be delivered in many fashions, its goal ought to be the same: Maximum AND Efficient user adoption of the application, in order to achieve the potential ROI. Recent Gartner research indicates that organizations that have successfully implemented mission-critical systems have budgeted, on average, some17% of the project costs to end user education. Adding fuel to the fire, other related research highlights that some 76% of employees have a sub-standard knowledge of new systems. Startling facts, but the message is simple: Training is a critical ingredient in the success of your project. The challenge is to deliver it in the right format for your users and at the right time in order to come close to realizing the ROI potential of the implementation. Don’t Forget the User! User Focus Can Ensure You Achieve Enterprise Software ROI 2 The Benefits of a User Focused Approach While budgeting 17% of all project costs are an admirable goal, unfortunately many organizations actually spend less than 5% on training.