Ensuring Successful Adoption of a New Fraud Solution
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In my previous blog entry posted at the end of June, Ensuring Successful Rollout of a New Fraud Detection Solution, I discussed how to get started with implementation and defining new business processes. In today’s post, I am going to share with you some steps to help ensure successful adoption of your new fraud solution, including product training.
When implementing a new fraud detection solution, a successful training experience will go a long way towards user adoption, so careful planning at this stage is critical. First impressions matter, and if users don’t have a positive experience with the new software at the initial training session, it will be challenging to get them to use it.
As a software application trainer, I focus on three aspects of the training: audience, environment and content. In this piece, I will cover audience and environment.
Audience
Carefully define the audience. Make sure that all of the product end users attend the training, and that the numbers aren’t too high for each session. Since many software programs require hands-on training, it’s a good idea to limit the audience to around 10 participants for each session. This ensures that everyone gets enough attention from the trainer. Schedule multiple sessions if necessary.
Be careful about inviting extra participants who aren’t end users but want to see the product in action. Too many non-users in the training session can be distracting to the other participants. If other personnel want to see the product in action, or understand how it will work in the bank’s environment, consider scheduling a separate demo session with the vendor, who can focus the discussion on workflow and business processes.
Environment
Most banks have systems in place to safeguard the security of bank information. However, sometimes these systems can also limit users’ access to a new software product without the right settings. It’s a good idea to check user access in the training room well in advance as well as the participants’ work stations. Spending time ironing out access kinks during a training session is a frustrating way to introduce a new software program.
The timing of the training session also is important. If training occurs too early in the implementation process, the test environment may be incomplete and users won’t have an opportunity to explore all the product functionality. It’s a good idea to schedule the training just before going live, so users won’t forget what they’ve learned.
Finally, ensure that the users have their own computer to participate in the training. It’s challenging to share a computer during a hands-on training session.
You and your software vendor have a shared goal of getting value out of the fraud management system as quickly and seamlessly as possible. Creating a successful training experience will go a long way help your fraud teams adopt a new solution and find more fraud at your organization.
As I previously mentioned, my next blog will cover the final and most important training component ─ content. Please feel free to contact me with any questions or tips you may have.