Show Them Their Worth, or the Tool Sits Unused - #144 - Janie McNeil

Episode Summary

Senior IT change and adoption consultant Janie McNeil joins host Justin Lake to talk about why new technology so often goes unused, and what it actually takes to change that. She makes the case that adoption is a people problem long before it's a technology problem: when workers aren't brought in early, tools that cost millions sit idle and the damage trickles downstream for months. Janie digs into using data to prove adoption is working, why frontline teams learn by doing and watching rather than reading dense documentation, and why change management and learning teams get the best results when they're pulled in from the start instead of the eleventh hour. She closes on AI, arguing that the way to get people to embrace it is to show them their worth, not warn them about restructuring, and she shares a simple task list anyone can use to see where AI helps and where a human is still the answer. It's a practical, empathetic look at keeping people at the center of technological change.

 

Key Topics

• The operational cost of poor technology adoption
• Downstream effects of adoption failure
• Bringing change management in early
• Measuring adoption with data
• The product manager's role in system success
• How frontline workers actually learn
• Change management and L&D working together
• Building trust to get involved sooner
• Supporting AI adoption without fear

 

Episode Chapters

00:00  Introduction to the episode and guest

00:30  Janie McNeil's background and expertise

01:02  The operational impact of failed technology adoption

01:35  The importance of early stakeholder engagement

02:00  The cost of unused tools and systems

02:47  Downstream effects of poor adoption

03:25  The prolonged impact of adoption issues

04:25  Measuring adoption through metrics and data

05:24  The role of product managers in system success

06:21  Aligning success metrics with organizational goals

07:17  The importance of user behavior and process adherence

08:00  Challenges faced by product managers

09:07  Diverse user groups and their needs

10:01  Including change management early in projects

11:12  The late involvement of change management teams

12:24  The undervaluation of change management

13:32  The power of data literacy in adoption

14:54  Using data storytelling to demonstrate value

16:04  Microsoft's investments in adoption tools

18:06  The ongoing challenge of software adoption

19:50  Supporting frontline workers through community and education

22:21  Effective learning methods for frontline teams

24:36  The strategic role of L&D and change management

26:43  Defining responsibilities of change management vs. L&D

28:45  Streamlining project delivery with integrated teams

30:56  The risks of delaying documentation and training

32:40  Building relationships and trust in change initiatives

36:50  Managing overwhelm and delegation in change projects

39:03  Supporting AI adoption and addressing fears

44:52  The importance of human value in technological change

47:02  Embracing AI as a tool for growth and development

48:38  Closing remarks and key takeaways

 

About Janie McNeil

Janie McNeil is a senior IT change and adoption consultant who helps organizations turn new technology into lasting behavior change, working at the intersection of people and the tools meant to support them. She grew up in one of the world's largest manufacturing communities, and that experience shapes how she thinks about supporting frontline and deskless workers through change. Her work spans organizational change management, learning and development, product adoption, and using data to show that adoption is actually taking hold.

 

Resources

• Frontline Innovators Podcast: https://skyllful.com/podcast
• Connect with Janie McNeil on LinkedIn: https://www.linkedin.com/in/janie-rosales-mcneil
• Microsoft adoption resources: https://adoption.microsoft.com
• Prosci change management resources: https://www.prosci.com