Key users play a crucial role in embedding new solutions into daily workflows. In this article, we explore why the role of the key user is so impactful, and what kind of added value it can bring — both to the organisation and to the individual.
In the social and healthcare sectors, change is a constant. New systems and tools are often introduced in the midst of hectic daily routines. Even with well-justified purchases and structured implementation efforts, new solutions don’t always become part of everyday work as intended.
One of the main challenges in adoption is the lack of time to get familiar with the new solution. Another challenge is the need for staff to clearly understand the benefits and see how they apply to their own work.
This is where the key users play a crucial role: when a trusted colleague offers guidance, support, hands-on insight, and enthusiasm for the new solution, the path to adoption becomes clearer, and asking for help feels easier.
People are more likely to accept a message when it comes from someone they know.
An example that made an impact
In one unit, risk assessment tools gained new attention when several patients‘ NRS2002 assessments, documented with the Medanets app, revealed a surprisingly common risk of malnutrition. The nurses responded to the assessment results by changing their patients‘ diets – the small changes significantly improved the patients‘ conditions. Sharing this realisation across different teams triggered a broader understanding of the situation. As a result, risk assessments started to genuinely become part of the daily workflow.
Customer feedback highlights the same important finding: peer support plays a crucial role in successful adoption. Once a few users become enthusiastic and recognise the benefits of the new system, their positive attitude quickly spreads to others. Visible support and proactive involvement from immediate supervisors also help reduce the barriers to adoption, facilitating a smoother integration of the new solution into daily workflows.
Example of the Medanets key user’s role (varies by region)
| What does it take to be a Medanets key user? | What value does being a Medanets key user bring to me? |
|---|---|
| You participate in a more comprehensive training on the Medanets app. | Being a Medanets key user can provide a refreshing boost to your work. |
| You serve as the first point of support in your unit and guide your colleagues in using the solution. | You can influence the future direction of your unit’s mobile workflows. |
| You forward any additional questions, such as technical issues, to Medanets. | You can develop your own skills and allocate work time to development activities and events, such as Medanets User Forums and webinars. |
| You remind colleagues about the use of Medanets and help create a positive attitude toward the solution. | You have the opportunity to influence your unit’s operations and contribute to improving the quality of care and patient safety. |