Lesson 5 of 6
The key user in Realize and Deploy
10 min
Explore decides what will be built. Realize and Deploy build it, prove it and put it into the hands of the business. This is where the key user's workload peaks and where their role shifts from describing the business to vouching for the solution.
Realize: validate, test, prepare
- Validate configuration. In sprint reviews and hands-on sessions, check that each configured piece works with real Contoso cases: fleet and aftermarket customers, partial deliveries, returns.
- Supply test data and cases. Provide realistic scenarios and expected results; key users know what a correct invoice looks like.
- Test. Participate in integration testing of end-to-end processes, and lead or execute user acceptance testing (UAT) for your area.
- Validate migrated data. Check samples of loaded customers, materials and open items in test loads; confirm counts and values.
- Prepare training. Learn the solution in depth, then build or review training material and exercises for your colleagues.
- Sprint reviewsKey user checks each configured piece with real cases
- Integration testEnd-to-end processes across areas, run with the project team
- Data validationSamples of migrated records checked in test loads
- User acceptance testBusiness users execute realistic scenarios; key user leads for their area
- Training buildKey user prepares and rehearses end-user training
Deploy: train, cut over, support
In Deploy, the system is made ready for production and the business is made ready for the system. Key users typically deliver or co-deliver end-user training, take part in cutover (validating migrated data in production, performing business tasks such as final stock counts or open-item checks, and confirming readiness at go/no-go meetings), and act as first-line support during go-live and hypercare. Luis, Contoso's cutover manager, gives each key user named tasks in the cutover plan with times and sign-off points. Treat these tasks like any other critical deliverable: rehearse them in the dress rehearsals, know exactly which report or app you will use to validate data, and agree with Luis what counts as a pass. During cutover there is no time to work out how to check open sales order values; that must be prepared weeks earlier.
- Go-live minus 6 weeksEnd-user training startsMaria trains the order desk in groups of eight; exercises in the training client 200
- Go-live minus 3 weeksFinal dress rehearsalKey users validate migrated data and run smoke tests in the rehearsal system
- Go-live weekendCutoverData validation in production; key users confirm open orders and balances at go/no-go
- Go-live plus 1 dayFirst business dayKey users sit with their teams; issues logged through the support desk
- Go-live plus 4–6 weeksHypercare endsOpen issues handed to the support organization; key user becomes department expert
Sign-off responsibilities
Key users rarely sign off a release themselves, but process owners sign largely on their word. That makes the key user responsible for the quality of what they report: which scenarios were tested, with what evidence, which defects remain and what the workaround is. Later Academy courses cover acceptance testing, evidence and sign-off in depth. For now, remember the principle: a key user's "it works" should always come with "and here is how we know".
What would you do?
At the go/no-go meeting, Luis asks Maria whether order-to-cash is ready. UAT passed, but 15 of 60 order desk users have not completed training because of a customer peak. What should she say?
- In Realize, key users validate configuration, supply cases and data, test, validate migrated data and prepare training.
- In Deploy, key users train end users, perform cutover tasks and provide first-line support.
- Process owners sign largely on key users' reports, so those reports must be precise.
- "It works" should always come with "and here is how we know".
Check your understanding · not graded
Lesson check
1. Which task typically falls to key users during Deploy?
2. What should a key user check in data migration test loads?
3. What should accompany a key user's statement that a process works?
4. What is hypercare?