Identify and Engage Super Users as part of a System business change Project
Super Users, in my view, are an often overlooked tool in the pantheon of approaches that can smooth and improve the implementation, transition and adoption of a new system tool or a changed system tool.
In my view, a Super User should be part of the project team from fairly early on in the delivery……………and yet, I rarely see this approach adopted.
Whyever not?!
Super Users often have a deep understanding of the systems or processes, provide valuable feedback to the project team, helping to refine and improve the implementation.
They serve as role models for other employees, demonstrating the benefits and proper use of new systems or processes.
They can provide peer-to-peer support, making it easier for others to adapt to changes.
They are on the ground.
They quickly identify and resolve issues, both during the deployment and early life,
They reduce panic, which in turn reduces operational downtime and maintains productivity.
They can help manage resistance to change.
Their enthusiasm and commitment can positively influence others, fostering that all-important culture of innovation and adaptability.
So what is a Super User?
No-one does a training course to be a Super User, but they are in every single organisation I have every worked with. Success abounds from choosing the right individual(s) for this role, and here are the characteristics I would look for:
Functional expertise of low-level processes
System-Thinkers - They are not stuck in the mindset of trying to do everything the long-way-round, manually, but consistently look for ways to improve processes and better serve customers and stakeholders by better use of the tools they have
Trust & Respect within the team - this isn’t about seniority; they should be a user of the system from the team affected by the change
Willingness to change
Desire to teach and mentor - they must be eager to share knowledge, support communication efforts, and provide on-the-ground support during and after changes
Positive attitude (are there any roles for which this is not a desirable characteristic?!)
Patience with systems - system changes are rarely simple and linear. The right person understands that these tools need some iterations and coaxing to get right. You need someone willing to work through the more messy build part without throwing their hands up in despair that it isn’t perfect, and also to work through those early life snags with the same kind of patience.
Eagerness to Learn - continuously seeking to expand their own knowledge and skills