How do you get end-users involved in process automation?

Users must provide input into the process. Otherwise, you can't ensure that you meet their needs. You should especially focus on pain points. What portion has too many steps? What takes longer than it should? What portion has the largest risks?

You can't improve what you cannot see & measure. There is multiple ways to discover opportunities for automation ranging from interviews & workshops to elicit current process pain points to design thinking a future user journeys with an improved experience and metrics in mind to more radical approaches such as clean-sheeting and machine-first designs reimagining a process end-to-end with human involvement where valueable and data-driven process mining & intelligence activities shedding light on real execution and opportunities. A fundamental driver for automation success is to be able to target and realise benefits and improve metrics and user satisfaction. For that, clarity on the starting point is essential.

When discussing industrial processes, end users typically refer to operators. I believe the ideal moment for involving operators is during the commissioning process. At each stage, I visit the site and request them to perform various tasks, even if I already know the expected outcomes. I then ask them to explain what occurred, and I provide a detailed explanation of each step. This approach ensures that, during production, operators possess a clear understanding of all the system's features.

Incorporating end users into the process of automation is crucial for successful implementation. Here are some steps to get end users involved in process automation: Identify Key Stakeholders: Begin by identifying the key stakeholders and end users who will be impacted by the automation. This could include employees from various departments, managers, and executives. Communication and Education: Clearly communicate the objectives and benefits of process automation to end users. Explain how it will streamline tasks, reduce manual work, and improve overall efficiency. Provide training and educational resources as needed. Gather Input: Involve end users in the early stages of automation planning. Hold workshops or meetings to gather info

Engage end-users by soliciting their feedback and input to identify the specific pain points or inefficiencies in existing processes. Conduct surveys, interviews, or workshops to gather insights into their daily challenges, frustrations, and desired improvements.

You can't design a process which you don't own without involvement of key subject matter experts and end-users. Whether as part of scrum teams or in the form of Citizen Developers end-user contribution is crucial for ideation and solution delivery and to secure adoption once the automations are in production.

This step is so important because at the end of the day, your automations need to benefit these end-users. Regardless of how junior or senior they are, they have a unique perspective on what should and shouldn’t be automated and are likely bring some great ideas to the table. I’ve seen organizations where leaders skip this step entirely—thinking they know better than their own team, saying that collecting feedback is a waste of time, etc. Then when nobody adopts their new system, they blame everything and everyone except themselves. Do not become this kind of leader. Doing the work upfront to gather feedback and properly map everything may seem like a lot, but in the long run, it’s much less work continuously rethinking your system.

One of the simplest ways to design a workflow solution is to ask a business user to write up the steps in the process without using any flowcharts. That's the key to success. It turns out that virtually everybody understands a checklist but very few know how to create a flowchart.

Collaborate with end-users throughout the automation process, involving them in brainstorming sessions, design workshops, or user story mapping exercises. Encourage active participation and idea generation to co-create solutions that address their needs and preferences effectively.

Robust user testing is integral to functional automation. Planning test cases during the design process helps to guide users through the new features enabling them to provide valuable feedback. All ensuring the delivered product supports use case scenarios real time.

Involve end-users in the testing and validation phase of process automation initiatives to ensure that the solutions meet their expectations and requirements. Solicit feedback on prototypes, mock-ups, or pilot implementations, and iterate based on their input to refine the user experience and functionality.

Don't launch automations without addressing training & support needs ahead. Plan for the development of test cases, training material and work instructions for operations in collaboration with key users. Stage the communication about the upcoming changes on ways of working via change agents and the communication channels reaching all stakeholders as per their information need. A good onboarding of the new automation solution equips everyone with the skills to collaborate and removes anxiety about the future.

Organizations build a sense of ownership over the automation process and organizational commitment to its success by involving end users in this way. As end users develop become knowledgeable collaborator who actively share ideas and suggestions for continuous automation process development, this also generates enhanced productivity.

Provide comprehensive training and support to end-users to familiarize them with the new automated processes and tools. Offer hands-on workshops, tutorials, or documentation to empower users to leverage automation effectively in their daily workflows. Establish dedicated support channels or resources for addressing questions, issues, or concerns as they arise.

Showing tangible results is a massive booster to ervery stakeholder's interest and appetite for more: sponsors, business users, and even to the very automation team. Measuring improvement and presenting evidence is not always something achievable in a short time, but it is definitely a must do. It is the marketing component of the automation work

Recognize and celebrate the contributions of end-users to the success of process automation initiatives. Highlight their achievements, milestones, or impact on productivity, efficiency, or customer satisfaction. Consider implementing reward programs, incentives, or recognition schemes to incentivize continued engagement and adoption.

You need to be mindful of the different types of personalities that are part of the client team expected to adopt RPA. While some of them would be open to change and keen to try it out, there is bound to be quite a bit of apprehension, especially if the staff fear for their jobs as a result of the automation. It is imperative that communication about RPA initiatives is planned during all phases: design, exploration, trial and adoption, to make it clear to staff how their roles will evolve over time with RPA.

Citizen Development it's another way where end user can contribute themselves for autoamting small small tasks by there own. Where the need basic tools learning just like as MS Office products and they can do there tasks automation.

This question tries to break things up like it’s some sort of multi-step equation. It’s very simple… Your team is water. It’s going to flow in the path of least resistance. So making the path you want them to follow into the easiest one for them is really all it takes. If they can see that it makes their life better, you won’t have problems getting them to adopt it. If they smell anything that looks like needless complexity… they’ll NOPE right out of it.

In addition to the above strategies, consider creating user communities, forums, or knowledge sharing platforms where end-users can exchange best practices, tips, and lessons learned related to process automation. Foster a culture of continuous improvement and innovation by encouraging experimentation, feedback loops, and cross-functional collaboration. Stay attuned to evolving user needs and preferences, and adapt automation strategies accordingly to ensure sustained engagement and value realization.