A working system and an adopted system are different milestones
Technical delivery answers an important question: can the platform support the intended process? Adoption asks another: do people understand that process, use it consistently, and have the support they need when the work gets complicated?
A go-live plan can be complete while the adoption plan remains unfinished. A useful review starts by separating system availability, user access, task proficiency, and sustained use. Each calls for different evidence.
Look for friction before asking for more training
When users return to spreadsheets or depend on a colleague to complete a task, training may be part of the answer. The underlying issue may also be unclear ownership, a confusing workflow, missing information, or a process that does not fit the work.
Ask people to walk through an actual task. Note where they hesitate, switch tools, or request help. Compare those observations with the intended process before deciding what to change.
- Can the user explain why the workflow matters?
- Can they find the right starting point without help?
- Can they complete the task and handle a common exception?
- Is the expected behavior reinforced by their manager and team?
Give learning an owner after the project ends
A training deck is a deliverable. A learning system is an ongoing responsibility. Define who updates critical content, how new employees are onboarded, and how release changes reach the right roles.
Start with the few workflows that matter most. For each, maintain a short guide, a way to practice, and a clear route to assistance. Expand the library based on observed needs rather than documenting every feature at once.
Measure the work, then improve the support
Logins and course completions can show activity. They do not establish whether people are doing the intended work successfully. Pair those signals with workflow completion, task quality, user feedback, and the availability of support.
Agree on a baseline and a review cadence. Use the results to choose the next improvement: clearer guidance, a workflow change, manager reinforcement, or better onboarding. Adoption becomes more actionable when the question is specific.