Overcoming Adoption Resistance to a New Reimbursement System

Abstract

This paper examines whether change resistance is present in Department XYZ and what level of change management was conducted by the university when Chrome River was implemented. To correct for low levels of technology acceptance, adult learning needs, best practices for adult teaching, and standards for job aid design were examined. Data was gathered from Department XYZ members via a short questionnaire, volunteer participation in a live study where participants completed a hypothetical expense report, and expense reports between January 2019 and November 2022 that contained critiques from Accounting. Chrome River job aids available to University XYZ members as of November 2022 were also assessed. Data obtained in the course of this research was analyzed in both a quantitative (for error types and frequency) and qualitative (to describe user experiences and perceptions) manner. Recommendations for future job aids centered around the creation of short, topic-targeted videos with a built-in feedback function that could be shared via Google Drive or the university’s intranet. If successful at the local level, job aids created as a result of this research on behalf of Department XYZ may be shared university-wide via the Chrome River Video Channel, which only has one universityproduced video as of November 2022.