Designed change
Role-specific practice sessions, short task guides and an owned issue list for the first period of use.
Illustrative scenario combining common practice needs. Software shown is a suggested stack.
Practise the work, not the menu
A new system offers more screens than anyone needs on their first day. This design would organise training around real responsibilities, using fictional matters to practise the essential tasks. Staff would follow a short guide, attempt the work themselves and identify where the instructions or configuration needed clarification.
Give unanswered questions an owner
Questions raised during practice would be separated into training needs, configuration changes and product limitations. Each would have an owner and a response, with revised guidance returned to the people affected. Follow-up sessions would focus on the work causing difficulty rather than repeating the same general product tour for everyone.
The practical lesson
Ask people to perform the task during training. Watching a demonstration does not show that the next step is clear.