There is a degree of fear instilled in us on a very basic level anytime we open an opportunity for others to provide feedback. You know what I’m talking about, that anxiety you get in from others highlighting our faults? This fear and anxiety makes asking the tough questions very uncomfortable. Ask yourself this…how can one fix what they don’t know is broken?
In so many engagements we see clients opt-out of end-user surveying opportunities. whether it’s the fear of the unknown or the anxiety of opening the technology team or decision-makers up to criticism, the results are the same. There’s an unknown variable in play that will attack, it’s only a matter of time, and time is ticking
The clients we’ve seen opt-in to surveying opportunities find a sense of empowerment and control in their technical initiatives as it relates to OCM and the user experience. Consider the time and effort that go into both the technical and OCM strategies for a technology initiative. In many cases, technology teams deploy some sort of pilot to users, even if it is just a few IT users, to resolve any bugs or issues in the technology. Feedback is usually captured in the form of help desk tickets and issues are resolved prior to deploying to the general population. If a setting or configuration is off, the technology team will course-correct and change the setting or configuration to ensure it’s producing the expected results. All this is done to avoid backlash during the production release. What if you could capture that same sense of empowerment with your change management strategy?
Good news! You can! Enabling encourages our clients to deploy a true pilot exposing users to not only the technology, but also the full Organizational Change Management strategy. Deploying a user satisfaction survey during the pilot phase offers an opportunity to capture feedback, strengths and opportunities to validate expectations and results, as well as course-correct as needed prior to the production release.