The digital revolution is a bit like the Wild West. The normal rules of business don’t apply. It can seem unfamiliar, even anarchic, to some enterprises.
The pace at which the digital world moves is extraordinary, so it’s important that enterprises know what to do, quickly, or else they’ll get left behind.
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We understand how important it is to have guidelines to follow. So here is a set of digital adoption rules and must-haves developed from our several years of combined experience in the field.
3 digital adoption must-haves
1. User focused digital adoption strategy
Your digital adoption strategy must be user-focused.
Your strategic planning might include:
- Making a plan of the user adoption process for the new software
- Identifying what’s needed for the user adoption plan to succeed
- Getting buy-in from leaders in order to apply your plan
- Teaching users about the new tech – how it’s used and what features are available
- Composing a test for users to see if they remember everything they’ve learned
- Running the test to check how many users are ready to start working on the system
- Evaluating results: Is your organization ready for software implementation?
- Preparing a final user adoption plan with the users that are directly affected
- Building a help-desk to ensure there will be someone to support users and answer questions at any time
(adapted from WalkMe)
2. Digital Adoption Platform
One of the cleverest digital adoption rules is to use a Digital Adoption Platform (DAP). Why? Because it’s takes the guesswork out of technology implementation and adoption, ensuring its success.
Ultimately, if your employees or customers don’t adequately engage with and adopt your technologies, you won’t achieve ROI.
A Digital Adoption Platform (DAP) uses AI and machine learning to understand user behavior and provide a bespoke user experience (UX) for any digital tool.
The DAP acts as a guidance layer, which understands when and where help is needed, how to provide assistance, and who needs what kind of support. It can also auto-complete regular tasks for users, improving their productivity.
The DAP is specifically designed to improve and facilitate adoption. It also delivers in-depth insights, which enable you to get a much deeper understanding of user issues. This means you can actually improve the digital tool and/or user experience.
3. Senior support for digital change
Without senior support for digital innovation, tech implementation is doomed. McKinsey’s research indicates this is a fundamental reason for the failure of most change initiatives.
Senior management must communicate the benefits of and vision for the digital change to the entire enterprise. They must actively participate in the change, celebrate success, and communicate the organization’s progress towards the digital vision.
Ultimately, it’s about creating a culture that embraces digital change.
Digital adoption do’s & don’ts
DON’T imagine that technology adoption will just happen
Without the above 3 digital adoption must-haves, adoption is far from guaranteed. Strategy, training, communication, and resources are required to ensure its success.
“One of the leading causes of digital adoption failure is improper training. If employees do not understand how to correctly use newly implemented technology, or are unaware of additional features, it obviously limits the effectiveness of the program.”
Manish Dudharejia, business.com
DO approach digital adoption from a change management perspective
Our digital adoption rules always include a change management component. Because at the end of the day, digital adoption is a process of behavior change.
Change management is defined as the preparation, resourcing, and support of individuals in adopting a change with specific organizational outcomes in mind.
At a basic level, it addresses the following:
- Unpicking old habits
- Implementing the change(s)
- Embedding them within culture
However, in order for it to be success, it can’t simply be about managing the change process. It must assume responsibility for ensuring individuals adopt the change.
DO involve decision-makers and influencers at all levels of the business
For any mass behavior change to happen, you need “champions” or ambassadors — influential individuals at all levels of the business to embody, spearhead, and promote the change. This is absolutely true for digital adoption.
Organizational change guru John Kotter calls this, “enlisting a volunteer army”.
“Large-scale change can only occur when massive numbers of people rally around a common opportunity. They must be bought-in and urgent to drive change – moving in the same direction.”
DON’T just jump on a bandwagon
This might sound obvious, but whatever digital change you’re planning must be relevant to the business.
In the past, enterprises have become distracted by the latest, trendiest system, jumping on it without enough consideration for their business goals and end users.
If the technology is relevant, it’ll be much easier to communicate its benefits to users and inspire them to adopt the change quickly.
DO develop the right skills in your people
It’s not all about technology. Focus on developing your people and their digital skills.
DAP provider WalkMe advises that, often, “the implementation of new technology…demands a new set of nuanced, operational skills.”
Enterprises needs to be willing to review its workforce and identify any skills gaps. Can the required skills can be taught?
Tech commentator, Manish Dudharejia, suggests that enterprises should try launching a digital adoption internship program. He points out that a young professional’s future value is determined by how quickly (s)he can master digital tools.
So, it’s your responsibility as a decision-maker to develop your workforce. By doing so, you’ll also be better equipping the business.
DO consider your user journey every step of the way
The whole point of digital adoption is empowering your users to achieve their digital goals. A user journey map is a powerful way to stay in touch with your users’ feelings, needs, and actions, aligning them visually with digital touchpoints.
Plus, mapping means you can identify weaknesses and gaps during interactions with your technology.
We hope these digital adoption rules, do’s and don’ts, and must-haves have been helpful. Let us know in the comments what works for you!