As a digital adoption expert, I’ve seen countless companies roll out new software with the best intentions, only to watch users struggle, get frustrated, and ultimately abandon the tools meant to make their lives easier. It’s a familiar story—software is launched with much fanfare, but it’s gathering dust within weeks because users didn’t quite “get it.”
The issue often lies not with the software but how users are trained—or, more bluntly, how they’re not. Software training isn’t just a box to tick; it’s an ongoing process that needs to be done right to ensure it sticks. Here are a few strategies that have consistently worked to make software training effective.
1. Embrace Microlearning
If there’s one thing I’ve learned over the years, it’s that less is more when it comes to training. I’ve seen companies organize massive training sessions where they dump a ton of information on users in one go and then wonder why nothing sticks. People can only absorb so much at a time.
Microlearning—offering bite-sized training that users can digest quickly—is the way to go. Instead of overwhelming users, break down the training into manageable chunks. This could be a short video on using a specific feature or a quick tip that appears during use. By focusing on one topic at a time, users can learn at their own pace, retain more information, and apply it immediately.
2. Provide In-Context Training Opportunities
Training that happens immediately, right when and where needed, can be incredibly practical. Imagine trying to figure out a feature, and instead of searching through a manual or sitting through a long tutorial, the software guides you with a simple, interactive walkthrough. That’s in-context training at its best.
Digital adoption platforms are effective tools for delivering in-context training. For example, a company might integrate a sales playbook directly into HubSpot. This approach ensures that their sales team has immediate access to policies and procedures with just a single click, right within the tool they’re using. It allows them to find the necessary information without interrupting their workflow, making the training process seamless and efficient.
In-context training, whether through interactive guides or in-app hints, offers clarity when users need it. It’s like having a coach by their side, making the learning process smoother and more effective.
3. Collect and Act on User Feedback
One of the biggest mistakes I see companies make is assuming that once training is done, the job is over. In reality, it’s just the beginning. Users will run into issues, get stuck, or forget how to perform specific tasks. That’s where feedback becomes crucial.
When I coach companies to improve their digital adoption, I stress the importance of actively collecting user feedback. This might involve identifying where users encounter difficulties or find aspects of the software confusing. Companies can refine and enhance their training and support efforts by gathering this feedback.
For example, if feedback reveals users struggle with a feature, companies can create new help resources—like a detailed guide or instructional video—to address those issues. This approach ensures that training evolves with users’ needs and challenges, staying relevant and effective.
4. Don’t Just Migrate Systems—Migrate People
Companies often focus heavily on migrating systems and data, neglecting the most essential element: the people. Getting caught up in technical details is easy, but if you don’t bring your people along, it’s all for nothing.
Users need to feel confident with the new software, and that doesn’t happen automatically. It requires thoughtful training that acknowledges their learning curve. It’s not just about teaching them how to use the system; it’s about helping them understand why the change is happening and providing support for a smooth transition.
This means engaging users early, involving them in the process, and offering continuous support long after the initial training session. Creating a culture of learning and adaptability helps users embrace the new tools.
5. Make Training Accessible and Ongoing
To ensure software training sticks, it’s crucial to make it both accessible and ongoing. Training shouldn’t be a one-time event. Instead, it should be an ever-present resource users can turn to whenever needed, whether a week after the rollout or months later.
Training materials need to be easy to find and readily accessible. This could be through on-demand videos, written guides, quick reference sheets, or interactive tutorials. The key is to ensure these resources are easy to locate so users don’t have to hunt for help.
In organizations where I’ve seen success, creating a centralized hub for training resources—like FAQs, how-to guides, and refresher courses—helps users quickly find the support they need without frustration. Keeping training resources easy to find and available ensures that learning and mastering the software remains a smooth process.
Conclusion
Making software training effective goes beyond teaching users how to operate a tool; it’s about building their confidence and competence. Successful training programs understand that training isn’t static but evolves as users’ needs and challenges shift. By maintaining a flexible, responsive approach, you can transform your training into a dynamic resource that helps users become proficient and empowers them to excel—ensuring that support and learning continue long after the initial rollout.
