A technician is grappling with a new digital work order system. How can you help them adapt effectively?

It is fundamental to place the technicians on an onboarding digital program that will be detailed. Including direction videos, manuals and upskill their IT skills

Train the teams in phases, so that those that go through the early training sessions become the SME's for those getting the training in a latter phase Also create meetings that allow the staff to share what they have learned with another. This is important because the way the system is designed to be used might not be the same way the processes the team uses utilizes This will allow users to adapt their tool usage to follow the respective process

se debe dar una buena capacitacion a todo el personal que va a estar involucrado en esa area, y estar con ellos hasta que aprendan a pescar por si solos

What worked for me was learning each step of the work order system, highlighting key features, and engaging in hands-on training. Quick reference guides and asking questions were also crucial.

É fundamental que o técnico tenha o devido treinamento ao sistema(com situações reais do dia a dia de trabalho), com acesso a uma base de conhecimentos sólida e receba um suporte contínuo da nova ferramenta. Com essas boas práticas, conseguimos minimizar o risco de falhas e sanar dúvidas para que possamos alcançar o objetivo.

Don't plan on creating dummy or mock up records in your production environment, this is not an advised approach. Strongly suggest having an environment that allows users to figure out the tool without any worries about mistakes they make. If you have a team working on software updates as users are learning the system, it is highly suggested that you have another sub prod environment for your developers to use. If you don't separate your dev team and user environment your going to run into bugs that are created as a result of updates being developed

As you decide your peer SME's, make sure they understand how to troubleshoot an issue and utilize the provided resources to resolve issues. This is opposed to them thinking they have to know the answers for every new issue that comes up. As long as they understand how to get to the root cause, they can certainly use their resources to resolve the issue.

Once you put your tool into production get feedback from both the users utilizing the tool, as well as from those supporting the tool. Be very open with users and ask them how we can improve this tool to increase your productivity? From a support perspective this will need that team to examine what task they are performing on a regular basis, and how we can improve the tooling to reduce the time needed to resolve support tasks. Never forget to keep challenging your development, and always looking for ways to improve your tool and process.

As you rollout new releases going forward, keep your business users involved in the process. Your field users should become part of your testing team going forward for UAT acceptance.