Matt Goff, Legal Technology Lead, and Rachel Barnes, Innovation Lead, from Herbert Smith Freehills’ UK, US and EMEA Innovation Team explore how firms can retrospectively embed technology and drive user adoption with their tech rollout and project planning hacks.
User adoption is a defining factor to the success of any technology enabled change project, and whilst embedding and adoption should be viewed strategically and designed into the implementation process for new technology, what about technology that has already been purchased? How do you retrospectively embed and drive adoption for technology that is already implemented? What do you consider the responsibility of the firm and what expectations do you have on vendors and the level of support they provide?
In our view, the retrospective implementation of technology should follow the same steps as the implementation of new technology with the addition of a diagnostic period, including interviews and data analysis.
The aim of the diagnostic is to understand:
- Who is using the tech, what for and with what regularity.
- Why the tech is not being adopted. Why was it originally purchased, and do the conditions (problem/opportunity) still exist?
- What worked in the roll out and what didn’t.