No one wants an EMR, HRIS or other enterprise system that has users turning up their noses because it takes more than two seconds to figure out. There is a reason why companies have – and are – investing in usability. It’s a thing. But the real question is, do you have the right people on the software usability bus? As a recovered software trainer, I’d like to respectfully request that if you do not currently use trainers as key usability partners, please start today. Here’s why.
They get adult learning theory
This means they expect the unexpected. They put themselves in the shoes of ALL types of end users, from the beginner all the way to the most advanced. When expert users are relied upon to test software, it’s not uncommon for them to look at it from an advanced perspective, which can result in a design that may be too complex for the targeted end user. Trainers, on the other hand, think about how Jan, the new user, will tepidly navigate the system, while Bob, the expert rebel, will be on a mission to mercilessly break it.
They see EVERYTHING
Since their job is to interface with end users on a regular, if not daily basis, trainers see the obstacles, detours, and a-ha moments encountered by a myriad of end users. They witness all of the dreaded workarounds users have created to bypass poor design. And, frankly, sometimes they are the ones creating the workarounds out of necessity to make training easier and keep end users happy. Guilty as charged.
They can navigate the system blindfolded
Most trainers are involved in creating training documentation, online learning modules, and other instructional materials. This usually requires trainers to tap through every field on every screen to prepare the content. They do this. Over. And over. Again. It becomes normal to eat, drink, and dream over this radio button, that open text field, and that pop-up window. Any wonder why eliminating extra mouse clicks becomes an obsession for trainers?
User proficiency is their primary goal
Trainers love when users “get it.” It’s like music to their ears. And the quicker users get it, the easier it is for them to gain system proficiency. And business leaders love proficiency. It equates to reduced operating costs. When considering usability, trainers evaluate it from the standpoint of how quickly users will be able to ride solo. Admittedly, part of it is driven my selfish motives. Most trainers have been the target of rioting end users who have this funny way of making trainers responsible for poor design. And trainers hate having to go back into the lion’s den to do “refresher training,” which is basically a sign the system is not intuitive. If there is any way to simplify the system without adversely impacting the functionality, trainers will figure out how. Believe me, they have a vested interest.
They ask why when no one else will
I am willing to bet most of your trainers have something in common. They like to learn. And they are always on a quest to improve stuff. If they sniff out any potential shortcomings during training, they will dig deep into system design and business process to get to the root cause. Product managers and software developers, don’t let that scare you. The answer may not be to change the system, but rather to change the process it supports. Sorry, business process owners.
In closing, of course, not all trainers are created equal, and they all have varying levels of expertise in the system. Select your best trainers, form an alliance, and meet regularly with them and you will see results!
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