Why are my users only using 20% of my HRIS features?

In many organisations, the rollout of a Human Resources Information System (HRIS) comes with the promise of streamlined processes, automation, and improved management of HR activities.

Yet, just a few months after go-live, a common observation emerges: users only engage with a tiny fraction of the available features. Some remain unknown, others unused, and much of the expected added value never materialises.

Understanding the root causes of underuse is essential to maximising return on investment and enhancing HR performance.

In this guide:

Initial training that is too generic
Features that are misunderstood or seen as secondary
Lack of communication about new features and use cases
Processes that are too complex or disconnected from reality
No long-term adoption monitoring

1. Initial Training That Is Too Generic

The first reason for underuse often lies in the training provided at go-live. Too often, it is standardised, dense, and theoretical. It fails to account for differences in roles, use cases, or levels of digital familiarity. As a result, users retain only what seems immediately useful, usually the 20% of features they need for daily tasks.

💡 Tip: Offer modular training paths, spaced out over time, with sessions tailored to user profiles and hands-on practice. Let users learn at their own pace as they gain experience with the tool.

2. Features That Are Misunderstood or Seen as Secondary

Some features, though valuable, are ignored because they are poorly explained, perceived as complex, or seen as irrelevant. This often includes modules for talent management, advanced planning, or customised reporting. Their value is often overlooked because they are not clearly tied to users’ real business challenges.

💡 Tip: Highlight practical use cases through testimonials, internal feedback, or demos that illustrate the operational benefits of underused features.

3. Lack of Communication About New Features and Use Cases

With regular vendor updates, new HRIS features are frequently released. Yet few organisations take the time to communicate these changes effectively. They often go unnoticed, buried in technical release notes or generic emails.

💡 Tip: Run regular sessions with users to present HRIS updates in a user-friendly way. Use short formats (videos, infographics, express webinars, in-tool guides) to show what’s new and why it matters.

4. Processes That Are Too Complex or Disconnected from Reality

When the user experience isn’t designed for real users, or the HRIS processes are too rigid, users tend to turn away. They look for workarounds, asking colleagues, searching online, or sending emails, or they stick to basic usage only. The HRIS becomes something they endure rather than a helpful tool they want to explore.

💡 Tip: Regularly collect user pain points and adjust processes to better reflect operational realities. Rework user journeys when usage is low or when workarounds emerge.

5. No Long-Term Adoption Monitoring

Finally, HRIS adoption is too often seen as a one-time effort once the system is live. But usage evolves, with time, teams, habits, and needs. Without tracking usage data, user feedback, or functional issues, it’s impossible to identify blockers and take timely action.

💡 Tip: Implement an adoption monitoring plan with simple indicators: usage rates per feature, error/ticket frequency, user feedback. Cross-reference with targeted satisfaction surveys.

Conclusion

Underusing your HRIS isn’t inevitable. It often reflects gaps in user support, poor communication, or misaligned processes. By re‑emphasising the business value of features, tailoring training and communication to actual user needs, and monitoring adoption over time, it becomes possible to gradually unlock the tool’s full potential.

That’s how your HRIS can truly become a performance driver, aligned with the investment made.

Most of the time, application owners or project teams assume users are regularly trained when new features are added. In reality, users are often left to figure things out alone.
👉 To go further, discover our article: “Why are my users missing out on new features in our business software?”