Jason, who is quoted a few times in my User Adoption Strategies book, has recently commented that user adoption activities should start before go-live. I agree:
“Clients often place priority on the technical build and implementation over end-user readiness.
Their assumption is that once the new system becomes operational
(go-live), they can focus on getting end-users to engage the system as designed.
However, clients often have too little knowledge of end-user needs and barriers which leads directly to inaccurate usage and/or less than full adoption.
For example: a client has not fully defined and educated end-users on process changes required to align with operating new system. End-users will make mistakes in the new system by incorrectly following old process steps.“
If you want more than what Jason talks about, check out my book on user adoption. Most of chapter 2 – “The Context for User Adoption Strategies” – tackles this issue and says that you can’t leave user adoption until the end or treat it as an afterthought.