Overhauling a task support tool may seem like a huge task. And in many cases, it is! How can you maximize your chances before heading off into the unknown? By properly preparing, of course!
1. Identify the problems, find the causes
Calls that are too long or too numerous, employees who no longer meet their productivity objectives, disgruntled customers… There can be many signs it’s time to overhaul your tools. But before you try to solve a problem, you should first determine what exactly isn’t working by asking questions like: Which kinds of inquiries are frequently sent to a higher level? Why is my staff no longer efficient? Why do customers need to call several times to get a proper answer?
Once you have clearly identified the problems at hand, look for their roots. Is the information difficult to find, hard to understand or maybe even missing? Is it poorly organized? Or maybe even contradictory? Depending on the answers, the solution can be a full reorganization of the content or just a tweaking of certain functionalities.
2. Come up with a plan
Have you identified your solutions? Now it’s time to lay out the steps to implement them. The working plan should list chronologically all the deliverables needed to meet the objectives (in budget and on time!). It will help you measure the project’s progress at every step according to what has been done and what’s still left to do. Although it should be as specific and detailed as possible from the very beginning of the project, a good working plan is not set in stone. By regularly revisiting and adapting the plan you’ll be able to incorporate any interesting new elements found along the way into the deliverables.
3. Find the right people
Reworking a task support document is certainly a team effort and getting the right people involved is key to its success. The team should be made up of both tool users and those who maintain it by creating or updating content. It can also be interesting to get people with different perspectives on the project involved, especially when it comes time to test the new version. Even if it’s tempting to solicit just the input of project supporters, those who are less enthusiastic bring another and valuable point of view. Their input increases the chances of the tool meeting the expectations and needs of a wide range of users. Don’t forget, too, that leaders who give the project negative lip service at first are leaders all the same. Once convinced, they may even become the best allies in defending the overhaul to their colleagues.
4. Listen through and through
From the very start, good communication is key. And it starts with listening. Listening means drawing on the knowledge of those who know the tool as it is and as it needs to be. By listening, you’ll identify what doesn’t work with the tool and, later, make sure the changes truly meet users’ needs. More than anything, good listening means you can adjust and adapt at every step of the project.
In the end, a little preparation goes a long way
Proper preparation is a must for successfully completing any project—all the more so in overhauling a task support tool. For a long-winded project involving lots of people, a little preparation does indeed go a long way.
Up next
The next article will provide a few tips on how to implement solutions.