Having a successful Lightning Implementation means that you have had success with getting your users to adopt Lightning as the platform. To understand how to have a successful rollout and adoption rate you need to start at the beginning.
1. Get Users Involved
When you decide to migrate from Classic to Lightning, it is important that you think about how you are going to train and encourage users to make the leap with you. Getting users involved from the very beginning of the process is a sure-fire way to help with this. While you may not involve everyone out of the gate, it is important to have stakeholders that represent each unit that will be transitioned. Meaning, if you are moving both Sales and Service, you are likely to need a Sales Rep, a Pre-Sales Engineer, a Renewals Rep, a Customer Service Rep, and possibly some management-level folks who may use the system differently.
The key to picking these users in ensuring that they represent all of the different main user stories. (In case you are wondering what a user story is, it is a description of a typical process that a user would flow through during their day to day work).
Tip – Ensuring user participation from the start will lead to higher adoption and a better overall result.
2. Get Feedback along the way
The purpose of gathering these stakeholders is two-fold. One, you want to ensure that you have your bases covered and the different ways people use the system taken into account. The second is that you will want to leverage these people to provide feedback to you during the actual implementation stages of the process. Meaning, if you are building a component or a page for a Sales Rep, running it by them to make sure you haven’t made their life harder or missed something critical. They can also provide positive commentary, which you can use later on when sharing training with the rest of the team.
Tip – Feedback is critical to creating a system that users will want to use, not just forced to use
3. Find your Super Users
As you progress through the process, you may find that some of these stakeholders can actually be your Super Users. A Super User is someone who is very comfortable with the system and is willing to help others become more adept and willing to use the system. Even if the stakeholders cannot be the Super Users, they likely will know who on their team is the go-to person for the “how-to” questions, and you can incorporate them into your project as well.
Super Users are a very important part of the adoption process as they can help with the actual roll-out, training, and post-launch questions that come with every implementation.
Tip – Super Users are the special sauce to a successful Lightning rollout, don’t forget them!
Speaking of training, let’s discuss its role in the course of adoption. Training is sometimes a forgotten step in the adoption process, but without it, the roll-out and success of the implementation are doomed. Providing training in multiple formats ahead of the actual roll-out gives users a chance to start to wrap their heads around the changes that are coming.
As humans, we don’t like change, especially large amounts of it all at once. So by starting to train users early, and in infrequent bursts leading up to the actual day it will be turned on, will allow them to be more comfortable and confident with the system. This, in turn, leads to better adoption.
Tip – We are all human, listening to your users’ requests and being patient with them as they explain their needs will lead to more adoption in the end.
5. Training Options
So what training options should you consider? Well, there are many options and so many different ways to go about it, that a whole series could probably be written on it, so I’ll just give you the shortlist.
- You can consider Trailhead for general material, or myTrailhead if you have the budget for it, to create customized material for your Salesforce needs.
- Creating training videos for your users is a great way to give them an overview of some of the core concepts of Lightning in a short amount of time.
- In-person Training sessions should be carried out regardless of what other options you choose, as this can give people an opportunity to ask questions or present feedback.
- Post-launch, you can host office hours (Designated time slot) with Admins or Super users, where users can drop in and ask questions or get support. This is great to ensure continuous adoption.
Tip – there is no such thing as too many training options, just don’t make them all required as not everyone learns the same!
I imagine you are sensing a pattern, which is, start early and don’t stop. Adoption is not a one-time step and you are done. Adoption is something that you start the minute you start the project. From bringing in key stakeholders who can help drive what the outcome of the project will look like, to defining users as Super Users, who can be guided to those around them, to lastly (but not least) giving your users ample amounts of training along the way. If you go through all of this, then you are likely to have a successful roll-out and by definition, that means you had a successful adoption plan.
Remember, adoption is a marathon and not a sprint.