Designing for Learning in Enterprise Software - An explorative case study investigating admin user needs for learning, instruction, and information retrieval.

Abstract: Enterprise software plays a vital role in an organization's path to operational excellence and competitiveness. Whether or not the company is able to reap the rewards of the enterprise software depends largely on the extent to which the software is adopted effectively, meaning used with a high level of proficiency by its users. Working from the assumption that poor employee training is the main driver for organizations' enterprise software not reaching its full potential. This study aims to identify and understand the needs of admin users with regard to learning, instruction, and information retrieval in enterprise software. With the focus being on the needs of admin users, the theoretical framework will primarily cover what is known about human learning and information retrieval and how this can be applied to software and digital solutions. The data was collected using ten semi-structured qualitative interviews with admin users responsible for their organization's configuration of a Swedish enterprise software. In short, the study found that admin users need a solution that is able to identify and adapt to users with different levels of knowledge and goals for their learning. Admin users with strategic learning goals of achieving a conceptual understanding of design and business knowledge need a solution that facilitates their intrinsic motivation and self-directed learning through a transferable learning experience that adapts its support to their evolving level of knowledge. These users also need access to smaller communities that are segmented to fit their industry, their way of working with the software, and their level of motivation for learning. Admin users with primarily procedural learning goals need a solution that offers accessible worked examples, evaluates software configurations as well as offers accessible video-based instructions and access to conversational support. If the insights of this study are applied effectively to enterprise software, it will enable more effective and enjoyable work and, subsequently, higher economic development and human well-being.