Customer Success Story
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ChangeManagementPlan.docxRunning Heading: CHANGE MANAGEMENT PLAN
CHANGE MANAGEMENT PLAN 5
Change Management Plan
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Ways in which the system was designed to support a positive user experience
To support a positive user experience, the system was designed to have various features that would guide the user in using the system. The first thing that was integrated into the system is a help menu. This help menu provides the user with a documentation of the various operations that can be performed on the system. For instance, it documents on how to open various menus in the system and how to use them. The help menu contains both visual and text documentation on the buttons, text and the features of the system (Zarour et al, 2017).
How the system changes will be communicated to the users
The system changes would be communicated to the users through a formal documentation. They would be presented with a formal documentation that would inform the users on what changes would be made in the system. The documents would be printed in copies for every user to own and read.
Ways in which you will shape the communications to ensure a positive outlook
One of the ways that I would shape the communications to ensure a positive outlook is to include graphical and visual objects. The visual elements would help to enforce the text description and provide an attractive way of communicating to the users. For instance, by taking screenshots of the interface and including in the text description would provide a positive outlook that would help the user to understand and learn easily about the system.
Collateral (Ex. FAQs and user guides) that will be developed in support of the new system
FAQS
There would be several FAQ questions and answers concerning the use of this system. The following are some of the probable questions that would be used;
a. How do I feed data to the inventories?
b. How do I update stocks and supplies?
c. How do I make an order?
d. How do I process customer orders?
e. How do I search the item I want in the system?
f. What happens when I experience delays with delivery of item?
g. What should I do when my payment transaction is pending?
User guides
Type of support available to the users after implementations.
After the implementation, there would be support to the users through updates. Updates of the software would be notified to the user through prompts on the interface. The prompt would request the user to download and install the updates.
Also, there would be a feedback feature in the system. This feature would capture the user’s reaction towards the use of the system. They would demonstrate their experience while using the system. The feedback would be captured and communicated to the system administrators. The system administrators would be able to obtain the information about the users experience with the system. This information will help them to know what changes should be made in the system to improve on the user experience. If there are any unwanted behavior of the system, then changes would be made to improve the behavior of the system. This would as well improve the user’s satisfaction.
Emailing is another support that would exist for the users. The users would be provided with an email address. This email address shall provide the users with a way of sending messages about their experience with the system. If the users have trouble using some sections of the system, then they can send the email to the customer support service. The customer support service would read the message and handle the system appropriately. If the user experiences some troubles while using the system, the customer support can guide the user on how to solve the problem.
Another user support method is a hotline service. The users would be provided with a phone number which they can use to communicate directly to the system owners. The respondents would be able to answer the users appropriately concerning the troubles they experience while using the system.
User manual is another way of supporting the user. There would exist user manuals that would provide the user with the ability to learn the system and use it. The manual may be in a form of softcopy or a hardcopy with a documentation of the various features and interfaces of the system. The user can refer to the manual when he or she has troubles with performing certain tasks in the system (Garousi et al, 2016).
References
Garousi, Vahid & Mäntylä, Mika. (2016). A systematic literature review of literature reviews in software testing. Information and Software Technology. 80. 10.1016/j.infsof.2016.09.002.
Zarour, M., & Alharbi, M. (2017). user experience aspects and dimensions: Systematic literature review. International Journal of Knowledge Engineering, 3(2), 52-59.
Adams, K., Ariel. C. (2005). Software Development Project Management: A Literature Review.
