Imagine this: Your company is eagerly introducing new software. But instead of smooth processes and enthusiastic feedback, you are met with silence and perhaps even frustration. Sound familiar? You are not alone! The introduction of new software often brings unexpected hurdles. In our article, however, we'll show you how you can overcome these challenges. Learn how to avoid user errors, what makes an outstanding manual and how to effectively use user feedback to continuously improve the software.

 

Why user errors occur

 

Assuming an idealized software development process, potential users should be considered from the very beginning. This should ensure that the user interface and functions meet the needs of the users and pick them up where they are with their level of knowledge.

In reality, however, this is not the case. Software used in companies is either made for IT admins, a user with a high level of technical understanding, or only for a certain group of users who represent the best case scenario. In most companies, however, all team members have very different levels of knowledge regarding the use of software. As a result, some users may be very good at using software, while others may be less so. The task of the company is therefore to make software that is not intuitively understandable for everyone accessible to all users on a large scale.

 

 

Even if the errors that users make can be very different, the causes are usually similar:

• Lack of instructions
• Difficult to get used to familiar processes
• No introductory phase, instead changes are made ad hoc
• Unclear processes are mirrored in the software system

In order to avoid user errors when introducing software, it is also important to introduce it in a structured manner, as the introduction of new software is often accompanied by a change in processes. Change management processes can facilitate the introduction of software.

 

Avoid user errors when introducing software

 

A number of measures can be taken to prevent certain user errors from the outset. It should be written down exactly which aspects are involved in the introduction of software and how these affect the probability of user errors.

 

1. The introduction of the software: 

Here it is important to design the change management process in such a way that all users are involved. Different teams, in which employees have different levels of knowledge, need to be introduced to the software in different ways.

It can help here to first carry out placement tests to determine how good the level of knowledge is.

 

2. Create instructions for the users: 

The basic introduction to the software should ideally take the form of one or more training sessions. However, users also need the opportunity to look up certain information afterwards or to look up again how they should perform their tasks with the software. Good instructions are therefore an important part of introducing software.

 

The characteristics of effective instructions are as follows:

• Processes are presented in a structured way
• The language is clear and understandable for all users
• Pictures, illustrations and videos are included
• Contains practical examples
• Can be found by any user

 

It is also extremely important to keep these instructions up to date. After all, if software is not running on the company's internal server but in the cloud, it will receive regular updates and new features. The software providers themselves often provide instructions. However, we recommend creating your own instructions based on these, which better reflect the processes in the company.

 

3. Involve all employees: 

User errors when introducing software almost never happen out of bad intentions, but are rather the result of a lack of knowledge about the product, frustration and therefore a lack of acceptance for the software. An example:

 

Mr. Smith has been with the company for 30 years and, as a sales representative, has never had to record electronically what he has done on an order. Until now, he only wrote the details down on a log and then handed it in to the team leader. This process should be made more efficient, so Mr. Smith now uses a mobile device with MDM for work and records everything digitally. As he is not sure how to open a new document, save and send the changes, he still writes everything down by hand and then types it up, which causes delays and errors. 

 

If you notice that certain users are making errors more frequently, you should go back to the beginning and ask yourself whether ALL users have really been caught up from the start. This is often not the case, which leads to errors accumulating or repeating for certain users.

 

In Mr. Smith’s case, there was a fundamental failure to explain how he creates, changes, saves and sends documents on a tablet. It was automatically assumed that Mr. Smith, because he can work with a computer, is also good with mobile devices. However, as the user interfaces are fundamentally different and Mr. Smith does not use a tablet or smartphone in his private life, it was necessary to make adjustments here. 

 

4. Break up users' old habits:

It can sometimes be difficult for users to adapt from one software to another. Users have certain expectations of how the software works and certain habits of using it. If it is suspected that errors occur due to these habits, further investigation should be carried out. User errors during the introduction of software can sometimes also be countered if software-specific features are trained.

 

5. Obtain feedback on a regular basis: 

It will probably never be possible to have a completely smooth software implementation process. It is therefore important to conduct regular user surveys to find out whether a) all upcoming tasks can be fulfilled with the software and b) how users experience the daily use of the software.

 

Possible questions for this could be, for example

1. Think about your daily tasks. Do you have the feeling that you can do everything important efficiently with the software?
2. Do you use other tools in addition to the software? If so, why?
3. On a scale from one to five: How much does the software make your daily work easier?
4. How does the software make you feel?

 

Even if it doesn't seem important at first: in the long term, negative feelings that arise when using the software can lead to it being used less than planned or users even leaving the company.

It is not easy to avoid user errors when introducing software. However, if a few factors are taken into account, some errors can be avoided from the outset or gradually eliminated. It is important to keep all users in mind when planning the introduction of the new software and to pick them up on their different knowledge, habits and working methods. In principle, the use of software should always be preceded by a test phase - not only with the admin but also with the end users. If it turns out after a longer test that the software is not suitable for the users, the introduction should be reconsidered.