July 19, 2023

5 Tips for Recognizing, Planning for and Handling Moments of Friction for Learners

21 minutes

Identifying "Moments of Friction" -- workers' pain points with technology, processes and adoption is critical. In this session, the speaker discussed how to identify whether a MOF is a result of technology or psychology; highlight pain points; adoption; needs analysis; dig into the why and learning how to get to the root/core of the issue and user frustration.

Questions the moderator will ask the speaker:

-Why don’t you tell us a bit about the framework you like to use when thinking about the needs around training, and how those give way to the moments of friction that arise?

-This question is why I refer to change management as equal parts comms and therapy: how can we make sure users feel as though their needs were taken into account?

-We’re all aware that most people don’t exactly love change. What are some ways to tell whether workers’ friction with new tech or processes is due to that, or if there’s something bigger at play?

-I think most people overlook frequent and useful communication as a tool to help along adoption: what are some ways you’ve best decreased friction in the past?

-Final (tricky) question: what do you do when people bring you in after things have already gone off the rails?

Moderator:

@Harriet Joubert-Vaklyes - Senior Project Manager - Legal Operations, CBRE Group

Speaker:

@Carolyn Humpherys - Learning & Change Management Consultant, Traveling Coaches

Recorded on 07-19-2023

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By ILTA - International Legal Technology Association

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