Airclic in The News
Making User Adoption of Mobility a Reality
Making User Adoption of Mobility a Reality
By Steve Tremitiere, VP of Industry Solutions for AirClic
The value of leveraging mobile technology to drive efficiencies, reduce costs and streamline workflow processes within the cargo industry is a no-brainer. What is much less obvious is how to create and deploy mobile solutions that allow you to meet these objectives, primarily due to the challenge of user adoption. There are a number of key best practices that can be utilized to maximize user buy-in and ensure a successful implementation.
With the ability to collect and track real-time information at every key point of the shipping process, including planeside, management can gain 360-degree visibility into the status of their cargo. Customers can access the real-time status information they are now requiring, including the tracking of Cargo 2000 milestones. In addition, mobile device costs have dropped and software as a service (SAAS) solutions enable mobile extensions to cargo tracking systems with little or no internal hardware or support investment.
All of this is great, on one condition – that workers on the ramp and in the warehouse collect the required data at the required time as they perform their daily routines.
The biggest challenge for organizations looking to adopt mobile solutions is user adoption – enabling employees who are not technically savvy to embrace this new way of working. We have a simple rule – if the users like the solution and feel empowered when they use it, the project will be a success. As a result, it is vital for organizations to adopt best practices for achieving a high degree of user adoption.
These best practices have been developed in partnership with the broad range of air cargo, supply-chain and logistics companies we work with:
1.) Involve your workforce early and often
No one knows the ins-and-outs of cargo better than the people who move it every day. These users must be involved in the requirements definition process in order to ensure that the mobile solution is seamlessly integrated with current processes, including leveraging existing workflows and terminology. Taking an iterative approach and soliciting feedback from the field ensures that users will have skin in the game. This can dramatically reduce required training time, and reduce the need for future modifications. It can also help drive innovation, as we often find that the best new ideas come from field users.
2.) Address all user types – Early Adopters, the Technophobes and the Critics
It is crucial (and easy) to involve those users who show interest in leading the charge with new technology, but in order to achieve full user acceptance it’s just as important to solicit input from those workers who either are opposing the initiative or are indifferent to it. You can often turn critics into fans if they feel their input is considered. We have seen numerous examples where users who initially opposed a solution took leadership roles in implementation once they were involved in the process.
3.) Emphasize field testing
It’s not enough that the solution works – extensive field-testing is necessary to validate that the solution works well within your operational environment. Building an effective test plan into your project and testing frequently in the field will ensure that the deployed solution will pass muster. This should include making sure that regardless of what device or network you are using, that you have coverage in key operational areas.
4.) Training is mandatory
Additionally, it is important that the employees fully understand the purpose of the solution – improve operations, save time, cut costs and improve service. This knowledge will improve employee accountability and ensure that the entire cargo team is working to achieve the same goal.
5.) Streamline implementation
A long, cumbersome implementation will discourage users from adopting the solution. There is a strategic balance in implementing a mobile solution – moving too fast discourages those who are slow to learn, and moving too slowly can minimize the apparent value of the solution. Looking to gain user adoption rapidly, and the flexibility to add features at the right time is key to success.
6.) Focus on exceptions
While you obviously want to make sure your solution effectively addresses the minute-by-minute, day-by-day nature of your normal operating environment, you must also place a heavy emphasis on identifying and addressing exceptions. Focus on identifying potential process exceptions, and resolution within your solution. Make sure that your operating plan includes a process for effectively handling exceptions when they arise.
7.) Simplify the tools
It is important that the solution works well with the organization’s existing mobile environment. Don’t create a complicated approach requiring multiple devices; rather, look to combine data and voice functionality into a single device. This will also dramatically reduce support costs.
8.) Remain flexible
Make sure the solution you select allows you to address the inevitable changes that will happen within your business, and can leverage new technologies as they emerge. The ideal solution can scale with the business, adapt to new governmental and industry regulations and standards, and continues to offer valuable new features and functionality.
9.) Share and Learn
We frequently facilitate best practices discussions between customers, often across industries. You can certainly learn from those in your industry, and since all companies deploying mobile solutions face the common issue of user adoption much can be learned from those in other industries as well. A fresh perspective and the ability to gain from lessons learned by others are invaluable.
Implementing these best practices for deployment of a mobile technology solution in the air cargo environment will allow you to create an approach that ensures buy-in and user adoption of your mobile workforce and greatly increase your probability of success. They will also enable dramatic improvements in operational productivity and efficiency, provide real-time visibility and accountability and deliver improved customer service.
