Driving Technology Adoption: Prioritize Process, Not Behavior
Guest blog post by Mike Golaszewski, Collabry Senior Strategic Consultant, Systems Engineer and AI Expert
One of the biggest technology challenges RIAs face has little to do with technology itself. Rather, it’s getting people to actually use the technology they’ve invested in. The most common pitfall? Focusing on changing employee behaviors instead of addressing underlying processes. It’s a familiar yet accurate trope—people naturally resist change, especially when it feels forced. Expecting employees to transform their daily habits and embrace new technology simply because it exists is a recipe for failure. Instead, organizations should prioritize changing processes first, integrating technology so seamlessly that it becomes a natural extension of employees’ everyday work. When technology aligns with what people already do, behavior changes follow organically.
The Limitations of a Behavior-First Approach
Why is changing behavior so difficult? No matter how well-designed a new tool is, if it adds complexity or feels disconnected from an employee’s core responsibilities, it will ultimately be perceived as extra work, adding burden rather than benefit. And nobody enjoys carrying extra weight without a payoff. Additionally, asking employees to change long-standing habits without showing them clear, immediate benefits leads to engagement fatigue. Overcoming this challenge requires sustained effort, reinforcement incentives, and motivation.To drive true adoption, technology must be integrated into essential processes—not presented as a separate layer that requires additional effort. Here’s how organizations can achieve process-first adoption:
• Automate critical workflows: Start by streamlining client requests, corresponding operational tasks, follow-ups, and reporting. When technology becomes essential to completing everyday critical tasks, adoption follows naturally. Users engage with the technology because it simplifies their work, not because they’ve been mandated to use it.
• Address genuine challenges: Adoption increases when technology solves real pain points and reduces friction. This could mean faster response times, fewer back-and-forth interactions, and clear directions that reduce operational errors. When technology becomes an asset rather than a chore, people naturally engage.
• Provide clear, immediate benefits: To drive adoption, employees need to see tangible improvements to their daily experience. Whether it’s reducing repetitive tasks, eliminating errors, or accelerating key processes, the benefits must be clear and immediate. The faster the payoff, the greater the engagement.
• Listen and react: Engage with employees to ensure the system evolves based on real needs, not theoretical assumptions. When users feel heard and see their input reflected in the tools they use, their buy-in and engagement naturally increase.
Shifting the Paradigm: From Optional to Indispensable
In my experience, the difference between empowering versus burdensome technology lies in effective integration. Tools that align with and simplify daily tasks naturally drive engagement. While no strategy is perfect, lasting technology adoption becomes simpler when you focus on processes first. Aligning your implementation strategy with what people already do helps solve real challenges and demonstrates immediate value. When technology becomes integral to daily work, behaviors adapt naturally, making adoption not just likely but inevitable.