Once you have gained the support of stakeholders, you will need to encourage users to enroll in the system. Once users are enrolled, they can authenticate themselves using the identity services that you have selected. Following these five steps will maximize the self-service user adoption rate and a faster and more successful project rollout.
Step 1: Tell them what they get
Your very first task in successfully rolling out a self-service password reset solution is to communicate. Communicate? Yes! Tell your users how they benefit from using the service. Show your users what they get using key messages that excite them. Whether it’s 24/7 availability from multiple devices, or the fact that they can manage their own passwords, explain how the service is going to improve their interaction with IT support.
Step 2: Show them what to do
You cannot over simplify your communication when asking users to do something they have never done before. Describe each step in words and pictures to show your users what they need to do to enroll.
Step 3: Nag, nag, nag
If your implementation requires users to enroll, continue to remind people until they complete their enrollment. Consider using pop-ups and unclosable browser that will take over the desktop so users cannot get rid of them until they enroll. Use email and text message reminders to get the late adopters on board.
Step 4: Stick to it
Whether you are encouraging or forcing enrollment you need to be consistent. When users contact the helpdesk, direct them to the enrollment and reset portal. Don’t fall into the trap of fixing individual problems without seeing the bigger picture.
Step 5: Reward them for doing
Showing your appreciation to users for enrolling or resetting can go a long way. Think of this as a pat on the back. Use an automated email to tell users that they’ve successfully enrolled and remind them how they can use the service the next time they forget their password.
Achieving 100% user adoption is an important milestone in a successful self-service password solution rollout. Follow these five steps and your rollout will be faster, easier, and more successful.
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