User Adoption Plan for a New Software Workflow

Expliquez le changement en termes quotidiens.

Décrivez quelles tâches vont changer et ce que les utilisateurs doivent faire différemment. Incluez la raison du changement sans faire de promesses non vérifiées sur les résultats. Distinguez ce qui est disponible au lancement des plans ultérieurs afin que les utilisateurs puissent formuler des attentes précises.

Préparer des conseils basés sur les tâches.

Fournissez des instructions sur les activités que les utilisateurs effectuent réellement. Incluez les exceptions courantes et les endroits où obtenir de l'aide. Laissez les utilisateurs représentatifs parcourir les instructions avant le déploiement et enregistrez la terminologie peu claire ou les étapes manquantes qu'une équipe de projet familiarisée avec le système pourrait ignorer.

Créer un itinéraire de feedback.

Attribuez la responsabilité de collecter et de répondre aux problèmes après le changement. Séparez les questions d’utilisabilité des défauts ou des demandes de portée supplémentaire. Partagez les mises à jour via un canal convenu afin que les utilisateurs puissent voir si un problème a été compris et quelles mesures sont prises.

Plan the transition around changed responsibilities

Identify the people who submit, review, support and receive outputs from the workflow. Explain what each group will do differently and why. Show the new sequence with representative tasks, including a correction or exception, rather than only presenting its features.

Arrange practice before the transition and confirm that people have the necessary access. State when the new route begins, which old route closes and how unfinished work is handled. Make help and escalation visible during the transition. Collect questions from different roles and use them to improve instructions or the process itself. Review whether resistance reflects an actual workflow problem rather than assuming that every concern is solved by more communication.

A workflow-adoption plan by audience

Use one row per affected role. Different groups may need different explanations, practice and support even when they share the same system.

• Audience: role, location and the part of the workflow affected.
• Change: previous action, new action and the reason for the difference.
• Preparation: access, instructions, practice task and an opportunity for questions.
• Transition rule: start point, old-channel treatment and unfinished-work ownership.
• Support: first contact, escalation route and handling of urgent exceptions.
• Review: questions, observed obstacles and the owner deciding follow-up changes.

Training does not resolve every adoption problem

If the new workflow prevents an important task or leaves authority unclear, fix that issue rather than repeating the same instructions. Ask users to show where they become stuck and distinguish misunderstanding from a design or process gap.

Avoid leaving two routes open indefinitely without explaining how records are reconciled. Staff may reasonably use the easier familiar route when the transition is ambiguous. Confirm the operating decision and communicate it consistently, including how exceptions and work already in progress are handled.

Should users be involved before launch?

Yes, involve representative users while the workflow can still be changed. Ask them to attempt realistic tasks and explain their decisions. Include different roles and access conditions; feedback from only the project team may miss the situations encountered in normal work.

ILLUSTRATIVE PLANNING EXAMPLE

Example: replacing emailed approvals

Show affected staff how a request is submitted, reviewed and returned for clarification in the new workflow. Let them practise with fictional requests before the transition. Explain which channel is used after launch and where urgent exceptions go. Ask approvers and requesters to review the instructions, since they perform different actions.

Assign someone to collect early questions and resolve process ambiguities. Keep the feedback route visible after the initial training session.

FURTHER READING

Official resources to explore

Explore the related official guidance below. The templates and examples are practical starting points to adapt to your own project.

• GOV.UK Service Manual: how discovery works