When an organization begins the process of rolling out new technology, securing end-user adoption is critical to the success of the system. Whether it’s a clinical trial management system (CTMS) or electronic data capture (EDC) software, clinical trial staff will need to change the way they operate on a daily basis, which is not always easy. In order to ensure successful clinical trial technology adoption at your organization, ask yourself the following questions:
How will the technology benefit end-users?
It’s human nature for people to gravitate toward tools and processes offering them a direct benefit. Look at your old systems and processes and identify advantages the new system offers to show end-users how they can benefit from adopting new technology. On a higher level, communicate the overall benefit to your organization from adopting technology, including greater efficiencies leading to improved research outcomes.
Who are the key players in the rollout of new technology?
Recognizing different groups within your organization can help you tailor communication to their individual needs. Identify key stakeholders who will need the most information about the new system, strong leaders who can help encourage and enforce use of technology, influencers and champions who help promote adoption and early adopters who can act as a sample focus group to identify issues and build training programs.
How will I communicate the change and receive feedback?
As with any change management effort, communication is essential to success. However, communication needs to flow both ways, from management to end-users, as well as feedback from end-users to leadership. Effectively communicating about a new technology system in a way that is customized to the audience is crucial. Listening to end-users and taking their feedback into consideration helps with acceptance of change.
How will I handle pushback from end-users?
Resistance to change is inevitable, so being prepared to handle it is important. Empathizing with end-users by acknowledging their feelings can help make conversations about the new technology less negative. Try leading with compassionate statements like, “So what I’m hearing is…” or “I can understand it is frustrating…”, without following up with the “but” statement.
What kind of training will I provide?
According to Forte’s 2018 State of Technology in Clinical Research report, staff training has the most significant influence on how comfortable end-users are with a system, and their general perception of the technology. Make sure the training programs you offer are engaging and useful to end-users. This can mean varying the types of trainings you provide (classroom, e-learning, tip sheets) and incentivizing training through recognition or small prizes.
Are you preparing for a technology rollout or re-engagement campaign at your organization? Hear firsthand advice and experiences by watching our on-demand webinar, “Driving Technology Adoption and Preparing End-Users for Success.”