What role does training play in service adoption?

Training is essential in service adoption because it directly contributes to users gaining the necessary skills and knowledge to utilize a service effectively. When users are well-trained, they feel more confident and capable of navigating the service's features and functionalities. This familiarity helps in reducing resistance to change and encourages users to integrate the service into their daily routines. Moreover, effective training can improve overall user experience and satisfaction, leading to higher rates of adoption and utilization.

While ongoing support is important, training specifically prepares users to handle most tasks independently, reducing their reliance on support in the long term. Unlike simply serving as a replacement for user manuals, training actively engages users and enhances their operational competencies, rather than just providing passive instruction. Additionally, viewing training as optional undermines its value; even users with prior experience benefit from structured training to familiarize themselves with specific nuances and best practices of the new service.