In today's Monday Morning Mobile Minute, Justin debunks the 3 main myths about training firstline workers.
Want to learn more about firstline workers? Our expansive page takes a deep dive into the firstline worker experience, and our team member Gene's blog discusses the firstline worker experience from his time at the 2018 Microsoft Inspire conference.
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Hey everybody. In the ongoing evolution of digital in enterprise, we uncover a variety of beliefs about deploying new technology to the field. Today I'm going to review what I believe are three myths of training those firstline workers.
The first is that modern digital solutions are so easy to use they don't require training. I understand why people would say this, mobile and web apps are much more intuitive and users are far more experienced than they were 10 years ago. That definitely eases the burden a bit but we're not talking about a personal fitness or retail or social media app, where users can just figure things out over time. Venado clients are sending users out into the field with expectations that they're able to perform their normal duties from day one. We can't leave that to chance; we must arm them for success.
The second myth is that the focus should be on the application itself. The reality is that most modern applications are more intuitive than in the past and many times the interaction with the app itself will become self-evident fairly quickly. Where we need to provide guidance is on the business process and the policies that we're following with the solution. That provides context for the user who can then benefit from the well-designed technology experience.
The third myth is that training is a one-time event, as if we can get the user up to speed one time and then send them out into the world. The reality is that new business processes and new solutions aren't typically absorbed well in a single instance. We're living in a YouTube generation where all ages of people are used to getting knowledge in highly relevant but short bursts. When we have a question we need to know where to get the answer, and then we move on until we have another question.
When we think about digital evolution we need to rethink how we deploy technology to our firstline workers. To be successful, we must recognize that change management and ongoing user support are as important, if not more important, then the technical aspects of the solution.
I have a few more thoughts about this that I'm going to put together in a blog later this week. In the meantime, I'd love to hear your thoughts on deploying solutions to your firstline workers.
Thanks for spending a couple of minutes with me today, and we'll see again next week.
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