Resistance to new technology usually stems from uncertainty rather than opposition to innovation itself. Employees may worry about learning unfamiliar systems, disrupting established workflows, reducing productivity, or even impacting job security. In some cases, previous negative experiences with technology implementations can increase skepticism. Understanding these concerns allows organizations to develop change-management strategies that address employee needs while building confidence and encouraging adoption.
Get your staff on board with new technology
Insights from key user groups can lead to missing key insights from other user groups.
When designing user experiences it can be compelling to think of customers as the most important users and pay less attention to other user groups.
But, in doing so, important insights may be missed. Our recent research into mobile tapping highlighted this exact problem.
We’ve just completed research into mobile tapping and the use of NFC. Even though ‘tapping’ is not yet widespread in the UK, we decided to take a look at some use cases in London, including museums, retail and restaurants.
The response from customers was neutral or curious as most people knew very little about NFC or the act of tapping their mobile for data exchange. Many staff members we spoke to also had little knowledge about the NFC capabilities around them and many were visibly uncomfortable at being asked.
We visited a museum and saw no guests attempt to use their mobiles with the NFC tags that were scattered around the exhibitions. We asked about the tags at the information desk and they replied that the technology was outdated and that they thought a particular brand of phone was needed to use them.
In a restaurant, which had an option for mobile payment, we asked a staff member what it was and if we could try it. Our waiter was clearly uncomfortable about the question and replied that we would need to install an app. He had never tried it and wasn't sure which app it was. He then made excuses and left the table.
We downloaded the app and ventured on to find out how to use the payment system. In the meantime our waiter came back to check on the table, saw that we still had our mobiles out and hurriedly turned around. Only once we had made the payment (our new app allowed us to do this without his help) did he come back to bring us our receipt.
The payment system was working flawlessly and was very convenient, but we had to figure everything out for ourselves both in the museum and the restaurant. By including the staff in the design process they could have both become active ambassadors for its use and could have provided valuable feedback about how this fits into the space between them and the customers.
So get your staff involved when implementing new technologies in retail.
Technology Training - FAQs
Employee adoption increases when organizations communicate the purpose and benefits of the technology clearly and consistently. Staff members are more likely to support change when they understand how it will improve their work, solve existing challenges, or contribute to broader business objectives. Providing training, ongoing support, and opportunities for employees to ask questions and share feedback creates a smoother transition and strengthens engagement throughout the implementation process.
Employees interact with systems daily and often possess valuable operational knowledge. Involving them during planning, testing, and rollout phases helps ensure solutions align with real-world workflows and requirements. When staff members feel their opinions are valued, they are more likely to develop a sense of ownership over the change initiative, which can significantly improve adoption and long-term success.
A well-designed user experience can dramatically affect how quickly employees embrace new systems. Technology that is intuitive, efficient, and aligned with user needs requires less training and generates less frustration. User-centered design helps create tools that support productivity rather than disrupt it, making employees more willing to transition from older processes and technologies.
Organizations can minimize disruption by introducing technology gradually, providing accessible training resources, establishing support channels, and maintaining open communication throughout the implementation process. Leaders should focus on helping employees understand what is changing, why those changes are occurring, and how the organization will support them. A carefully planned approach reduces resistance and increases confidence.
When employees successfully adopt new technology, organizations often experience improvements in efficiency, collaboration, productivity, and employee satisfaction. Teams spend less time on manual processes and can focus more on valuable activities that contribute to business goals. In addition, successful adoption maximizes the return on technology investments and creates a stronger foundation for future innovation and growth.