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Opportunities and Satisfaction with User Adoption

Ernst Veen
July 07 2019

Flexible companies are fit companies; they can react faster to changes that constitute opportunities or threats. These companies are more agile, and therefore have more competitive power. You can bet that satisfaction is high on the agenda at these companies. An important condition for success is a modern and digital workplace- one with which you can work both inside and outside your company and collaborate efficiently, as well as a working climate in which you are allowed to do your work anywhere.

Almost everyone is constantly connected to the internet via their smartphone. If something happens, we know it immediately; not just in terms of our social lives, but business information is also available around the clock. We not only stay informed, but we can also respond immediately and maintain contact with everyone. We can collaborate on projects in the office, in the city and at home. In addition, we have various devices at our disposal in order to stay optimally connected to our environment. And yet, something is wrong.

Support and Change are Important

You see the power of new technology that has been implemented recently. Only, you still see users printing email messages. Users who put documents on a USB stick to continue working at home. You can also see that users still mail entire documents. You still see many e-mail messages passing by, related to projects and customers. Why don't they use the power of Office 365 functionality? How have they not created a project in Teams in order to work together? Then they won’t have to email so much. Why don't they use the power of OneDrive and SharePoint? You can simply send a link to the document and you always have the latest version. That makes searching for documents easier and redundant. Why leave all these opportunities untapped? How do you increase satisfaction with your users? How do you ensure that users are armed against cyber-attacks?

The most important pitfall in the failure of IT projects is the lack of support. We very easily assume that users will understand, but almost half of all IT projects fail. The reason is that we think our users can handle any change just like that, and we give little or no attention to user adoption. Only, new technology does not automatically provide a new working method. People generally have difficulty with change, which makes user adoption even more important to consider. However, user adoption is not something one-off. Successful user adoption is always available for your users. In this way you can suppress frustrations and increase productivity, and you’ve provided more support, which in turn, ensures happy users.

User Adoption Gives Opportunities

Nowadays, innovations or updates no longer have to depend on the IT department. The update cycles are also more erratic than ever. For example, look at Office 365; a new feature is added almost every day! This no longer needs to be installed by the IT department, your user will simply be notified that the function is available.

The adoption time also increases as we get older- just look at the youth of today and the ease with which they use mobile devices or just send an app! They no longer care about TV programming because they can watch that one program (and almost any other) whenever and wherever they want. In this way, young people understand the power of on-demand. Why don't we adopt this? Let us learn from on-demand and derive opportunities from it.

Satisfaction Through Digital Skills

In my opinion, we are missing out on massive opportunities. Many companies see training users as a cost item or a waste of time. What a shame! If technology is to be used precisely, this will save time and increase productivity.

I understand that it can be demotivating if you have insufficient digital skills. Satisfaction decreases, especially if you spend longer than your colleagues getting something done. Not everyone dares to ask for help. But if you don’t get the hang of the technology, then it obviously doesn't work. Users, will all different skill sets, should have access to explanations about functionality and tricks. You might also consider explaining privacy legislation so that people know what can and cannot be done. Paying attention to the adoption of new technology and regulations is extremely important for all layers and levels of competence within your company.

Measuring Adoption Ensures Satisfaction

I think it's a kind of utopia that users themselves say which functions they do and don’t use. Presumably when you ask, they are all experts. Looking specifically at Office 365, there are hundreds of features that you can use alone. Not every functionality is important for everyone. However, if you now know what is and what is not being used, you can steer further. Gain insight thanks to the so-called adoption dashboard from Microsoft. With the help of Power BI, an online business intelligence platform, you can see which functions are and are not being used. This allows you to give individual tips, refer to the correct instructions, and stimulate the satisfaction of your users.

User Adoption is an Ongoing Process

Involve your users in a change and pay attention to communication. If you do this in advance and continue doing it, you increase the chances of success and ensure you achieve the most productivity gains.

During the involvement and communication with your users, you will come across different groups of people. You can see these groups in the illustration above. There is will always be a group of people who will want to join you; the so-called innovators. These are also the ones who usually have the newest of the new. However, you will also always have a group that never wants. Luckily, that leaves a group of 81% that you should get on-board in three phases.

User adoption and the successful launch of something new is actually a kind of psychology. You will have to make an inventory of the needs of everyone in the above phases; consider it a buyer persona. If you solve a pain point for each persona, your success will visibly increase. For example, involve the innovators and the laggards in the development of new services and products. Then ensure that you have an ambassador within each group. It is important that you process input from each group.

When implementing user adoption, you will have to take into account differences in learning curves. You already have ambassadors; leverage them as catalysts between the other users and the success managers. Smart tools to make this possible are also part of user adoption. Consider, for example, gamification: users are awarded badges, and for example, the person with the most badges will get something nice. Users will then become a real fan of your modern workplace or application!

In our masterclass sessions, we speak about User Adoption and how to support employees to adopt the application in their own context. Though our sessions are now on hiatus, feel free to contact us to book a personal meeting!

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