How Do You Train Your Team on New Qualtrics Features? | XM Community
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Hi there, Experience Community!

 

The Qualtrics product is always evolving, and so are the ways you use it. We know the importance of innovating with new features, but we also know that those features only make an impact if others in your organization adopt them. Training users on new-to-them features like dashboards, ticketing, and AI can be a major obstacle in Qualtrics adoption, and the Digital Customer Success team wants to know how you are tackling this for yourself. 

 

Tell Us Your Experience:

  • When you implement a new feature in Qualtrics, how do you train other employees to use it? What has worked for you, and what hasn’t?
  • What are the main obstacles you face when providing training? Are users excited to adopt new features, or are they resistant  to learning another work process?
  • How do you provide ongoing support for the new feature? Do you direct users to Qualtrics support, compile helpful resources internally, or something else?
  • What could we provide to make this process easier for you? Do you have ideas about what content formats would be most effective? 


Drop a comment to tell us about your experience enabling users in your organization to use Qualtrics. Your insights help us develop our content strategy to meet you where you are and help you move forward effectively.

  • When you implement a new feature in Qualtrics, how do you train other employees to use it? What has worked for you, and what hasn’t?

In essence, using a Train the Trainer approach – I make sure I am in the webinars. reading the emails and news releases from XM, and that I keep up with what is happening on the boards.

Originally, I had planned to offer a three-part training series (beginner users, advanced users, and open office hours).  I think going over updates could have been worked into the top of the open office hours or perhaps all three.   

Writing my own help guides and videos have not been successful.  Changes to the platform lead the guides to be obsolete as soon as I finish them, and there are so many different types of learning materials already available from Qualtrics (videos, guides, boards, etc.) that it didn’t make sense for me to reinvent the wheel.  I’ve started referring people to those existing resources or resources specific to the topic they’re interested in. 

  • What are the main obstacles you face when providing training? Are users excited to adopt new features, or are they resistant  to learning another work process?

Time – For myself, finding the time to create the trainings and for others, finding the time to attend the trainings.  Everyone on campus is busy and has multiple roles.  A lot of times I do more one on one trainings as they are requested or I am the one designing/launching surveys on behalf of the programs.

Structure – Internally it’s not clear who owns the platform on campus (originally it was purchased by the College of Business but is used campus wide) and admin responsibilities are shared among a couple of people.  I wish the roles were more defined to make it clear who is responsible for what because I was concerned about inadvertently stepping on someone else’s turf so to speak with my trainings, but that’s something that we need to figure out in our organization.   

  • How do you provide ongoing support for the new feature? Do you direct users to Qualtrics support, compile helpful resources internally, or something else?

Currently we can submit tickets to our IT department, or I will get emails directly and then I navigate Qualtrics support on behalf of the user (more this method for new features).  We have a basic license, if that makes a difference. 

  • What could we provide to make this process easier for you? Do you have ideas about what content formats would be most effective? 

Perhaps a way to flag or easily identify the communications that come out regarding updates or new available features.  I get so many emails from XM that I almost at times need to triage them and it can be shockingly easy to miss the most important ones.  Just yesterday I personally forwarded the message on changes to limits for the higher ed accounts to my other admin just to be sure they saw it.     

 

  • When you implement a new feature in Qualtrics, how do you train other employees to use it? 
    At the moment, Qualtrics surveys are built by a handful (4 - 5) of people so I’ve organised meetings to chat through requirements and training whenever this comes up. 
     
  • What are the main obstacles you face when providing training? 
    The main obstacles are trying to understand the features as super admins first. We don’t have much trouble with user capability due to the small population of users building surveys.
     
  • How do you provide ongoing support for the new feature? 
    I direct users to use Qualtrics support. It’s a great tool and the support agents are very helpful. Qualtric’s KBAs are also generally up to date and relevant.
     
  • What could we provide to make this process easier for you? 
    Keep up the efficacy of the Qualtrics ticketing platform and make sure to keep your KBAs up to date (e.g updates are needed around the data model pages, the successor to data mapper). It that doesn’t happen, it starts to crumble really quickly. 
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