It’s a common truth that change is hard. But it doesn’t have to be. It’s usually hard because it’s managed poorly having missed a deliberate adoption plan. We’re not talking about the project management of selecting the right technology solution, planning logistics and physical installation, and planning a software integration. We’re talking about communicating the changes to the end users, the reasons they’re being made, and training them as needed on the chosen new system. This is the most common oversight we see from our customers. It doesn’t have to be a lot of work, and it will make a big difference to how smoothly it becomes fully embraced.
Through our extensive experience with new customers, we’ve come to understand that every end user faces a learning curve. Despite our dedicated efforts to minimize this curve in our solutions, it still exists. For example, some people assume that the light on the padlock is the button, when the button is really about an inch below the light. When someone understands this just once, it becomes intuitive is never an issue again. It’s the same thing with our mobile application. It’s really simple and intuitive, but knowing that there are three tabs for locks, for keys and for users – and that to open a lock you need to use the lock tab rather than the key tab – is not intuitive to everyone. But when they do it once, it becomes intuitive.
Communicate for easier adoption
We build in-app tutorials for our new users to get oriented around the app during their first time. But we know most users click next, next, next or DISMISS immediately without thinking. We do it ourselves all the time. It helps to communicate to your end users why going keyless is valuable to your business and easier for them. People are often more open to do the little learning required when they understand why it’s important. Users are even more accepting of having their accesses tracked when they understand that only the access is tracked and why it’s entirely reasonable for a company to know who is getting into their assets.
An adoption plan needs to consider changes in how and when people get keys. Here are some sample questions that may be worth considering in the development of an adoption plan: Does everyone know that they don’t need a fob or a key anymore? Do they understand that keys get sent digitally whenever they are in data coverage, or that they need to download an app – preferably before they are on-site? Do they know how to ask for support if they need it, or what to do with the old keys, cards or fobs that they may already have?
When we sense there may be resistance to change, we have used a strategy where the legacy system continues to run in parallel with the new keyless system. With door controllers, this just means wiring the systems in parallel so that either one can open the door. For padlocks, we suggest a horseshoe adapter. This is where a traditional padlock sits on one side and a new keyless padlock sits on the other side. This allows people to cut over gradually and once everyone is comfortable, only then do we decommission the legacy system.
We’re happy to consult on change management and your adoption plan. We’ve seen hundreds of rollouts and we can share what works and what doesn’t from our experience. Contact us and let’s ensure your transition to keyless is a success.