How end-user proficiency in using key product features drives product adoption and customer success

How did progressive companies such as Apple, Evernote, QuizUp quickly go from thousands of customers to more than several million? The answer is simple. They thought like their customers and created products that fulfilled their customers’ desired outcomes. But that is not the only factor behind their triumph.  Their success is also due to their ability to help their end-customers realize quick value from their products by involving them right from the start and constantly educating them about their product features.

Engaging learning and adoption programs when embedded into day-to-day today activities of end-users, can drive quick adoption of new features, processes and technologies. A dedicated learning program encompassing exciting and proven learning techniques mitigates adoption risks associated with rolling out a new product. It not only helps transform the mindset of end-users but also offsets their desire to retain habits related to old product features.

Here are five ways to create an effective training and enablement program to help end-users quickly realize benefits from new product features and drive product success:

Offer training content in short bursts:

Apple’s iPad is one of its bestselling products because the company has dedicated short learning modules for every iPad feature. In a similar fashion, Snapchat has got end-consumers hooked to Snapads, Geofilters and Lenses, by providing byte sized learning content for each one of them. Delivering product feature training in short but frequent sessions encourages users to complete training and quickly adopt new features or technology without feeling overwhelmed. This, in turn, transforms end-users into staunch advocates of new ways of working.

Provide contextualized training:

When it comes to driving end-user adoption of its Unified Communications (UC) products, Siemens does a great job by providing contextualized training. The company has developed a training and development program to help end-users understand how to use UC functions in their particular work environment. Contextualized online training programs ensure that users learn to use product features in relevance to their industry, enabling them to achieve long-term benefits from the product features.

Make it intuitive:

Easy course navigation is a critical requirement in prodding learners into becoming active participants of your product feature-training program. Creating a course video tour, adding shortcuts, embedding playable videos and a building clutter free interface, eases user navigation. In addition, this enables users to access learning at their own pace, in turn, making them proficient in using the new product features.

Keep it interactive:

The idea of introducing new product features is to offer personalized and high-touch experiences so that customer can get maximum value from the product. Providing an interactive product feature training program that includes scenario-based learning, instructional design and game mechanics such as points, leaderboards and badges, engages and boost user’s expertise in product features. Bottom line: grab the attention of end-users through engaging learning programs and help them connect with the curriculum to gain a better understanding of product features.

Enable role-based training:

To enhance end-user’s familiarity with the new product, it is essential that they get hands-on practice on the product. Taking a role-based training approach, including video demonstrations and hand-on practice in simulated environment improves user comfort with the product, helping them rapidly realize benefits from the new product features.

End-users need training to hit the ground running with new product features.  The easier you make it for them, faster the adoption. For companies looking to drive end-user success and help users become productive fast, offering a tailored product feature-training program at the right time is indispensable. Not doing so can result in   frustrating and perplexing experiences for end-users and unfulfilled product promise.