Prioritizing Employee Experience in Software System Updates: A Key to Smooth Transitions

Introduction

One of the main concerns we heard from clients about the creation and adoption of new software systems for their business is how well their people will make the transition to the new tools.

Every change process is a people process. Software, at the end of the day, is just a tool that people use to collaborate and get the work done that allows your business to generate the value it has promised.

However, it is common to overlook the people aspect of a transformation process like upgrading and updating software systems. This is partially because of how complex working with people can be, and how much change is resisted as a rule when it is applied to the work people do without their buy-in.

This article will explore ways you can make thoughtful, people oriented changes to your software ecosystem to ensure a smooth transition and realize the benefits of increased productivity,

Challenges of Employee Experience in Software System Updates

Before we get into the ways you can ensure a smooth transition, let’s explore the two main challenges when navigating a digital transformation initiative.

1. Navigating Resistance to Change

Change, even when beneficial, often meets resistance. Employees may be apprehensive about new systems for several reasons: fear of the unknown, concerns over job security, or simply discomfort with learning new technologies. This resistance can hinder productivity and lower morale, making it essential to address these concerns proactively.

2. The Impact on Productivity and Morale

If employees struggle with or resist new software systems, the organization risks productivity losses and decreased morale. Frustration with inefficient or unfamiliar tools can lead to errors, delays, and disengagement. When employees feel unheard or uninvolved in these initiatives, there’s a risk of making a situation that may have been challenging even worse than it was before you started.

Strategies to Support Employees in a Change Process

0. Don’t Wait To Build Strong Relationships and Communication

• **Build Proactively: **Most change processes that fail do so because the company’s culture couldn’t handle the stress of the change. Make sure you’ve already done the people-work of developing strong relationships, especially for their own sake.
• Develop a Culture of Communication: Have rhythms of communications about larger strategic and vision-based updates in place, whether that’s live meetings or Slack/Teams updates. When employees have gotten in the habit of knowing when and where to expect communication, large changes don’t create as much of a shock to the system.

1. Involve Employees Early and Often

• Feedback Loops: Engage employees in the planning stages. Collect feedback on current pain points and desired improvements. This inclusion helps employees feel heard and valued, reducing resistance to change.
• Pilot Programs: Implement new systems with a small group of employees first. Their feedback will help refine the system and demonstrate its benefits to the broader team.

2. Clear Communication

• Transparent Information: Clearly communicate the reasons for the update, the benefits it will bring, and how it will impact daily tasks. Regular updates throughout the process keep employees informed and engaged.
• Open Channels: Establish channels for employees to ask questions and voice concerns. An open-door policy fosters trust and helps address issues before they escalate.

3. Provide Comprehensive Training

• Hands-On Training: Offer hands-on training sessions tailored to different user roles. Ensure that employees feel confident and capable in using the new system. You may even invest before any software updates in technical skills training that builds up employee confidence beforehand to smooth things out even further.
• Resources and Support: Provide accessible resources such as user manuals, video tutorials, and a dedicated support team. Ongoing support helps employees adapt and reduces frustration.

4. Addressing Emotional and Psychological Barriers

• Empathy and Support: Recognize that change can be stressful. Provide emotional support and acknowledge the challenges employees face. Addressing these psychological aspects can help ease the transition.
• Celebrate Milestones: Acknowledge and celebrate small victories and milestones in the transition process. Positive reinforcement can boost morale and motivation.

5. Monitor and Adjust

• Continuous Feedback: Implement mechanisms to collect feedback on the new system’s performance and user experience. Use this feedback to make necessary adjustments and improvements.
• Flexibility: Be prepared to adapt! Our motto is to hold the plan loosely. We want to have a plan, but expect that change will occur and embrace it as action meets reality.

Practical Tips to Mitigate Resistance

1. Communicate the Vision Often

• Link to Goals: Clearly connect the software update to broader organizational goals and employee benefits. For example, show how the new system will streamline workflows and free up time for more meaningful work.
• Make it Visual: Have a location where employees can clearly see the status and progress of the initiative to help with engagement.

2. Engage Champions

• Influencers: Identify and involve key influencers within the organization who can advocate for the new system. These champions can help support others by sharing their positive experiences.

4. Offer Incentives

• Recognition and Rewards: Consider offering incentives for employees who embrace the new system and provide valuable feedback. Recognition and rewards can motivate employees to engage positively with the change.

5. Provide Continuous Learning Opportunities

• Ongoing Education: Offer continuous learning opportunities, such as refresher courses and advanced training sessions. This ensures that employees can continually improve their skills and adapt to evolving system features.

Conclusion

You’ll notice that all of these strategies and tactics did not mention much about the technology side of the equation, such as what tools you pick and why.

Ultimately, a tool is only as useful as the willingness of people to use it over time. Therefore, your strategy MUST primarily focus on how you can support and engage your employees in the process. What you learn from them may change the entire course of your change process, and for the better: at the end of the day, they are the ones doing the work on the frontlines.

The main takeaway? Focus on relationships, and build them before you “need” them, like when a big change initiative is about to unfold.

Good luck, and remember that we’re here if you need expert guidance on software systems, technical skills training, and process development!