In most system implementations, go-live is the moment everyone has been working towards. The project team celebrates, the consultants roll off and attention moves to the next thing. For the people who now have to use the system every day, however, it is the moment the real work begins.
That gap between “the system is live” and “people are using it well” is where many implementations lose value. Here is how to plan for it.
Why training before go-live isn’t enough
Pre-launch training is essential, but it has limits. People are learning in a training environment, often weeks before they need the skills, and usually before they have hit the awkward real-world situations that cause problems. Much of what they learn will fade before they use it.
That doesn’t mean pre-launch training is wasted. It means it needs to be followed by support at the moment people actually need it.
Plan for three phases
Before: build awareness and confidence
Explain what is changing, why and what it means for each role. Short demonstrations and “what’s different” guides reduce anxiety and set expectations. Role-based training should focus on the handful of tasks each group will do most often.
During: support the first few weeks
The first weeks after launch are when people are most likely to get stuck. Plan for:
- Quick-reference guides for the most common tasks, available where people work.
- Short how-to videos that show a task from start to finish.
- Floor-walkers or champions who can help in person.
- A clear route for questions, with answers shared widely.
After: embed and improve
Once the dust settles, look at what people are still struggling with. Support desk tickets, data quality issues and feedback from managers all show where extra guidance would help. Update resources, add FAQs and run short refreshers for the tasks people do less often, such as month-end or year-end processes.
Questions to ask before go-live
- Which five tasks will each role do most often in the first month?
- Where will people look for help when they get stuck at 4pm on a Friday?
- Who owns the training materials once the project team has moved on?
- How will you know whether people are using the system as intended?
Keep the resources alive
Systems change after launch: new releases, new processes and new people. Training resources need an owner and a simple way to be updated. Formats that are easy to edit, such as modular e-learning, short videos and web-based guides, stay useful far longer than a single long course.
The bottom line
The value of a new system depends on people using it well. Planning for what happens after go-live, not just before it, is one of the most cost-effective ways to protect that investment.
