Implementing Your Digital Adoption Transformation
Every organization is going through a digital transformation in one form or another, whether they are implementing a new system, updating a legacy one, or changing their internal or external processes.
Digital adoption programs are crucial for any company that wants to keep up in today’s fast-paced economy. To maximize the returns on those programs, however, it is important to structure and manage them properly. The performance of a digital tool, like WalkMe, after all, depends heavily on how efficiently and effectively those tools are adopted.
Approach the implementation of digital adoption just as you would any other of your products: through analysis, design and iterative implementation. Here we will introduce you to important concepts in the development process. Following these guidelines will help you manage digital adoption products like WalkMe and get a sense of how to extract the most value from them.
What’s your business challenge?
Ask yourself, “Why do we want a WalkMe Implementation?” This will help you to identify your business problem. The answer may be obvious, but if you continue asking yourself Why something is an issue, you can reach the core of the problem. Here are a few examples of where to start:
Why is the usage of a new feature or product lower than expected?
Why do we have fewer conversions than we anticipated?
Why are our agents spending so much time on the phone or fielding too many support calls?
In the first example, where a feature is not being used, after asking why several times, you may discover that it is because users cannot locate your new feature. Keeping your business objectives in mind will help you identify and prioritize issues that you want to tackle, and that will continue to inform your decisions in the future.
Think of the user first
This cannot be overstated enough. Think of your key stakeholders, those end-users who will be using WalkMe and your other products, throughout your implementation and build. Whether they are employees using WalkMe for training or clients using WalkMe for support, make sure you consider their point of view first and foremost.
You can ask your users directly or you can extrapolate based on your user insights to develop a clear understanding of their needs and wants. Putting your user first ensures that the WalkMe solutions you build will meet their actual (not what you perceive to be) needs and retain long term value for them.
Create a cross-functional team
Collaborate with a wide range of internal teams to get multiple viewpoints and support for your project. If possible, draw representative staff from Product Management, UX, Engineering, QA, and Learning and Development to ensure that you are considering the full scope of your end user’s needs. Having a diverse team can give you a full 360º perspective on what is required to initiate, build, test, and deploy WalkMe on your site.
For example, a member of the support team can identify the most asked questions from customers. The customer success team will flag features that are not used or easily understood. By compiling input from multiple teams, you will ensure that you build resources that apply to the widest possible range of end-users.
Be prepared for agile Change
There is something to learn at every stage of development. Even after WalkMe has been launched, there are likely to be many iterations of your current offerings. Developing WalkMe as you would your own product involves a rigorous Quality Assurance Process: You will build, measure, and iterate, constantly evolving to the needs of the user and the business.
Create metrics for measuring results
Identify tangible key performance indicator (KPIs) that are easy to track – this is a great exercise for a cross-functional meeting. Make sure that these KPIs relate directly to your business goals as described above. Only if you have appropriate metrics will you be able to assess the impact your digital adoption is having on your business and your customers.
Bring in the experts
Lacking the internal resources to develop a robust digital adoption implementation? Don’t shy away from getting guidance from people who make this their priority.
GuideMe Solutions is an official WalkMe partner, with a global team of consultants and builders specializing in digital adoption. Our agile approach WalkMe Implementation experience and focus means we work quickly and flexibly, to WalkMe best practices.
We’ll help you realise a custom structured digital adoption program to significantly boost employee performance and, as a result, organizational performance. Given the uncertainty and volatility in today’s economy, and increasing flexible and remote working we can help you planning for your digital future as soon as possible and ensure you are not left behind.
Written by Susie Benes & the GuideMe Team
