Glossary · Change & people
Key user
An employee who knows a new system thoroughly and helps colleagues get started.
A key user is an employee who gets to know a new system thoroughly and helps colleagues get started with it. They work close to the shop floor, know the day-to-day work and become the first point of contact for questions about the system.
Their value lies in the bridge they form. A key user translates between the people who built the system and the colleagues who have to work with it. Questions get answered faster, and people find it easier to ask a trusted colleague than an external helpdesk.
Choose your key users carefully and give them the time. Someone who knows the system well but has no room to help colleagues cannot fulfil the role. Good key users speed up the adoption of a system considerably.
