Whether it’s Microsoft 365, Microsoft Copilot, Power BI or migrating to a new AI-powered system, implementation is only part of the challenge when rolling out new technology. Often, the real test begins post-launch, when the “how do I log in?” questions start mounting and support tickets begin to multiply.

While organisations invest heavily in technology, the training needed to drive adoption is often overlooked. To put this into context, Deloitte recently reported that only 10% of organisations said they were realising significant ROI from agentic AI. However, the same article also revealed that 93% of AI budgets are spent on technology, while only 7% is invested in the people expected to deliver the value.

Without training, employees continue using old processes, key features go unused and performance gains fail to materialise. This is rarely because the technology itself is performing badly or is flawed, but instead due to users lacking the skills and confidence to apply it effectively in their day-to-day work.

This is where tailored IT training programmes become critical. Through customised learning that reflects different roles and skill levels, users adopt new technology faster, build confidence and realise value sooner.

In this guide, we share:

• What tailored training for end-users involves
• How to assess employee capability and identify skills gaps
• How to build and deliver a tailored IT training programme
• How reinforcing learning maximises return on investment

What is tailored training for end-users?

Tailored training for end-users is a customised approach to software training that aligns learning with employees’ roles and existing skill levels.

A common stumbling block when delivering training to support new software rollouts is that different users require different training and support. A senior leader reviewing Power BI dashboards requires different skills to an analyst building them. Similarly, an employee using Excel for basic data entry and reporting will have very different learning needs to a finance professional creating complex models, forecasts and automated reports.

Rather than delivering the same content to every participant, tailored IT training focuses on the specific skills and responsibilities relevant to each user, helping employees perform their role more effectively using the technology.

A blueprint for tailored IT training

Creating effective tailored training for end-users requires a structured process that identifies who needs training, what they need to learn and how that learning can be delivered without disrupting day-to-day operations.

The following five-step blueprint helps build programmes that accelerate adoption, improve user confidence and maximise the return on technology investments.

Step 1: Assess end-user capability

Objective: Identify the knowledge gaps most likely to affect adoption.

Before designing any training programme, it’s essential to gain a clear understanding of existing capability levels. Through a combination of employee surveys, manager interviews, skills assessments and system usage data, you can build a picture of the current skill levels and where training will have the most impact.

The focus here is answering:

• What skills do employees already possess?
• What skills will they need after the rollout?
• Where are the most significant gaps?

Step 2: Segment users and define outcomes

Objective: Identify who needs training, how they will use the technology and what success looks like for each group.

One of the most common mistakes during software rollouts is treating all users as a single audience. Effective training begins by grouping employees according to their role, responsibilities and expected use of the system. This helps ensure learning is relevant, practical and aligned to the outcomes each group needs to achieve.

Typical user groups may include:

• End-users
• Power users
• Managers and team leaders
• Administrators
• Technical support teams

Once user groups have been identified, the next step is to define clear learning outcomes for each audience. The focus here is answering:

• What tasks or processes will they need to perform in their day-to-day role?
• What skills and knowledge will they need to use the system effectively?

Step 3: Build a tailored training curriculum

Objective: Create learning pathways that equip each user group with the skills needed to perform their role effectively.

With user groups and learning outcomes established, the next step is to design a tailored IT training programme that aligns learning content to the needs of each audience. The aim is to focus on building skills employees will use in practice, rather than attempting to teach every feature of the platform.

For example, a Microsoft Copilot programme for end users is likely to focus on prompt writing, content creation and automating routine tasks, while administrators require more advanced training focused on governance, permissions, security controls and responsible AI use.

When building a tailored curriculum, focus on:

• Prioritising role-specific tasks over software features
• Using examples and scenarios relevant to each team or department
• Incorporating more advanced skills for power users and specialists

Step 4: Deliver training with minimal disruption

Objective: Ensure employees receive the right training at the right time, improving knowledge retention while minimising disruption to day-to-day operations.

Even the most carefully designed training programme will fail to deliver results if employees cannot attend or apply what they have learned. Rather than delivering all training at once, many organisations adopt a phased approach, providing employees with the right learning at the point they need it most. This helps reduce information overload and allows users to apply new skills at the point they need them.

When customising delivery, consider:

• Scheduling training around operational demands and key business periods
• Aligning training with rollout milestones and go-live dates

Step 5: Measure adoption and reinforce learning

Objective: Ensure training translates into sustained behavioural change and measurable business impact.

The requirement for training does not end at delivery. To ensure lasting adoption, organisations should track both usage data and performance indicators in the weeks and months post-rollout. This includes monitoring feature adoption rates, support ticket trends and user confidence levels.

Equally important is reinforcement. This can include refresher sessions, training user champions and targeted follow-up workshops that address emerging questions and adoption challenges. This elevates learning from a one-off event into an ongoing capability-building process.

Key focus areas include:

• Tracking system usage and feature adoption across user groups
• Identifying drop-off points where users revert to old processes
• Reinforcing learning through targeted follow-up sessions and resources
• Feeding insights back into future training iterations

Putting tailored IT training into practice

Technology rollouts only truly succeed when employees adopt new tools, integrate them into their daily work and use them to improve performance. By assessing capability, segmenting users, building role-specific learning pathways, delivering training strategically and reinforcing learning after go-live, organisations can significantly improve adoption rates and maximise the return on their technology investments.

The key is recognising that different users require different support. Although a one-size-fits-all approach may be easier to deliver, it rarely provides employees with the skills they need to use new technology confidently and effectively.

Now that you know how to structure tailored training for end-users, discover the strategic business case for bespoke instruction in our guide to tailored onsite training.