User and Key-user

concepts after a
software deployment

Raoul-Abelin Choumin N.
Mechanical engineer / CAD-PLM Consultant

Contents
1.

Introduction ........................................................................................................................................... 3

2.

Key users concept................................................................................................................................. 3

2.1- Required skills for a key user.............................................................................................................. 4
2.2- Responsibilities of a key user ............................................................................................................. 4
2.3- Key users Meeting ............................................................................................................................. 5

3.

Users concept ....................................................................................................................................... 5

3.1- Training............................................................................................................................................... 5
3.2- Migration of the old data to the new world ...................................................................................... 6
3.3- Users Guide ....................................................................................................................................... 6
3.3.1 Who is my deployment manager? ............................................................................................... 6
3.3.2 Who is my key user? ..................................................................................................................... 6
3.3.3 Who is my Support? ..................................................................................................................... 6
3.3.4 Where are the methods and the processes? ............................................................................... 7
3.4- Production environment and the login .............................................................................................. 7
3.5- Incident Management and Bug tracking ............................................................................................ 7
3.6- Working on the project plateau ...................................................................................................... 7
3.7- Create a users community ................................................................................................................ 7

1. Introduction
Implementing an enterprise software is not a small task and it can feel overwhelming
especially for the users. In the following lines, we will offer you some tips, which will lead
your users to a successful and smooth transition to the new world.

After the basic training and the go-live of a system, the application users need to know
where they are, where they can go, what they can do, how they can work easily and
efficiently with the new system, and which links will take them where they want to go. If a
the system provider would have to offer this, it would be on the one hand quite
expensive on the other hand the customer business departments normally have the
detailed business know-how to handle functional questions by themselves. Thats why a
key user concept was created.

2. Key users concept

Each Business Department has to define the role key user, who is the first contact for
end users in their location when having problems using the system. Generally there can
be two kinds of user questions:
- Functional questions
(Login, how to handle an application,)
- Technical questions
(Technical problems within an application or within the system environment).
The key user is also the user who is responsible of spreading the technical knowledge in
his department. He works closely with the support; he assists in the preparation of the
methods and the tool test.
He informs the support on the Burning Issues and helps in the solution development.

2.1- Required skills for a key user

The key user would have to know details about:
The business logic within every application
The technical development of all applications
The technical integration of all applications
The navigation
The login

2.2- Responsibilities of a key user

The Key User has general responsibilities like:
solve functional user questions
Create and manage and close the issues and requests list
- summarize technical user problems and address them to the provider
- inform user about solved technical problems
- summarize user change requests (user suggestions for improvements)
inform user about relevant changes within the portal
4

2.3- Key users Meeting

This meeting between the key users and the support should take place monthly or on
demand and the content should defined by both side.

3. Users concept
During the whole live of a system, the End-user should be principally focused on the
following four types of information:
-

Concepts (the basic model and principles that guide the user's intuitive and
problem-solving activity)

Tasks (what the user is trying to accomplish)

Objects (the menus, commands, buttons and other "things" that the user
manipulates to get the job done)

Problems (warnings, troubleshooting) and Opportunities (tips, case studies).

In the following lines, we will talk about the users concepts after the applications rollout.

3.1- Training
Before starting rolling out a new application, every user has to be trained. The training
should not be a generic lesson; it should be created according to the departments
specific needs. Training is essential. No matter how simple you make your process,
users will be creative and find ways to be confused. A confused user will quickly become
a non-user, or worse yet, a chaotic user. During the training, the user should learn
following:
-

The purpose of the software.

Tasks the user will complete with the software

How it differs from previous versions or products its replacing (if applicable)

Common problems users may encounter

Security issues related to the software

3.2- Migration of the old data to the new world

Before the data migration to the new world, all the old data must be checked-in inside
the old system, if not, they will not be migrated automatically. Make sure that your client
workspace is always clean before leaving.
After the roll out, you have to check your data, the links and the attached document in
the new system. If the data are not available, contact directly your system administrator
or your deployment manager.

3.3- Users Guide

For a successful, smooth and perfect transition to the new world, the end-user should be
supported after the training and should also have a users guide containing the following
information:

3.3.1 Who is my deployment manager?

The deployment manager is the interface between the business management and the
software department. He is in charge of the whole deployment: Deployment budget,
Hardware and network system, connections, User access, test and training organization,
method and process, data migration

3.3.2 Who is my key user?

The key user is the end-user first contact, when it comes to issues or requirements to
the application, method and process.

3.3.3 Who is my Support?

It will be important to communicate your internal support channel to your users so they
know where to go for help with the processes. The easier it is for users to get help, the
more likely they will be to use the software. Who will support the new tool? Will it be the
project team or will it be the regular desktop and help desk organization? It is important
to make it clear to the user that they need to direct their support requests to the correct
group from the start. Otherwise, it will be hard to change their behavior later. Make it
easy for the users to get support and make sure the support staff will handle requests
correctly and consistently. If it is a totally new tool to your organization, consider training
the support staff so they can benefit from the lessons you have learned during your
evaluation and testing process.

3.3.4 Where are the methods and the processes?

In the methods and processes area, you will find documentation about:
-

The naming and numbering of parts and document

The design guidelines

The change management process

The configuration process

How to exchange data with the suppliers

3.4- Production environment and the login

After the training, contact your deployment manager to get your login and your way to
the new world. In the new system, check if your environment has been correctly set: The
right team, the right department, the right database accesscheck also if your old data
are still available.

3.5- Incident Management and Bug tracking

Before raising a software or a process issue, make sure that the incident is reproducible.
Then open an incident to the support with steps descriptions, your data, your user, your
client and environment properties.
Keep the incident number until the problem is solved.
If many people have the same incident at the same time, contact directly your key user
or your deployment manager.

3.6- Working on the project plateau

In many international corporations, after a project or a software roll-out, many users from
around the world come and work together on a location called the project plateau in
order to share their experiences and to know each other.

3.7- Create a users community

In many projects, users use the wiki as communication platform and for project
documentation. They can share their problems, systems workarounds, macros