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Self-service adoption best practices

(Last updated on September 26, 2019)

If you have decided to implement a self-service password reset solution, you are one step closer to increasing user productivity, and reducing password management costs. However, rolling out the solution is only half the battle – user adoption is what drives your password reset program success. Here are five tips to manage change and ensure user adoption.

Create a communication plan

Create an internal communication plan for making the implementation process transparent and timelines clear. Both your stakeholders and end-users should know what they can expect. Your communication plan should answer:

  • What is the new solution
  • How users can benefit from it
  • Who is expected to use it (and why)
  • When will it be launched
  • Where and how they can enroll

Prepare the helpdesk

Your organization may experience a spike in password reset calls following the solution rollout. The helpdesk plays an important part in driving user adoption. Train your helpdesk to resist the temptation to reset user passwords. Instead, they should direct users to the new platform. Prepare the helpdesk for increased support during the initial period until users are enrolled with the system.

Sell the benefits of self-service

Users will only change their behavior when they have a good reason to do so. Highlight the benefits that will make their lives easier. Whether its 24-7 availability, or managing their own password from mobile and desktop, it’s important that they know the service will save them the hassle of calling the helpdesk.

Set realistic expectations for user adoption

User adoption is a process, not an event. Don’t expect to achieve a 100% adoption overnight. People are busy and reluctant to change. You will need to send them regular reminders that enrollment is mandatory. Point them to training resources and continue to check in with them to see how they are using the solution. Consider using pop-ups and un-closeable browsers that will take over their desktop screen until they enroll.

Train users

The solution may be simple, but not all your users are created equal. Make it easy for users to learn at their own pace, or refresh their memory by giving them access to training materials, videos, and guides.

The tips above will help you identify and address adoption challenges. To streamline the process, you will want built-in solution features that drive adoption. Look for a self-service password reset tool with pre-enrollment and administrator-enrollment options that allow you to use existing Active Directory data to automatically enroll users. If enrollment is still required, you can use high-impact communication methods such as emails and SMS messages to ensure users receive your reminders.

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