Clear These 3 User

Adoption Hurdles

Dave Lingg, Product Owner

2

$358 Billion Gartner's latest prediction of global spending for enterprise

software.

What's with all this spending on software? Organizations

need new software to stay competitive, to grow, and stay

compliant in a more complex world.

3

What is “User Adoption”?

Aware

Ready

Proficient

Productive

4

Your users…

Are driven by emotions

Want autonomy, competence, relatedness

Already have a full workload

Are everywhere

Are all stakeholders

5

Proficiency

People

Process

Business Applications

Adoption Organizational

Success

“I do my job well!” “I still do my job well!”

6

What

happens

when

adoption

fails?

Project

Business

goals

Project

sponsor(s)

Investment

$

7

Project

Business

goals

Project

sponsor(s)

Investment

$

What

happens

when

adoption

fails?

8

Hurdle #1: Poor Communications

9

I sent it

I sent it today

I sent it to him/her/them

It’s in their inbox

Have they read it?

Do they understand it?

Did it help?

10

Here’s a sample message created with

ANCILE uAlign. It has some brief text and an

embedded graphic.

It has two unique and very important things

an email doesn't have - a due date and an

assessment area with a quick feedback

question.

Jonathon Smith Doe

11

Hurdle #2: Not Measuring and

Monitoring Results

12

"What gets measured gets done."

The quote, and the truth behind it, are timeless.

People behave differently when they know there are

stakes, when others are watching (both managers

and peers), when time is of the essence.

In fact, research has shown that when rivalry and

time pressure coincide, "winning" becomes a

powerful motivator.

13

When your monitor your User Adoption

results, you trigger a desire to win -

which can have powerful effects on

behavior.

14

Project Success = Fastest Time to Adoption Le

ve

l o

f Su

pp

ort

Awareness

Buy-In

Understanding

Adoption

Elapsed Schedule

15

To clear this hurdle, we need to use our feedback-enabled messages to

continuously assess our users' progress at each stage of the User Adoption path,

and (very important) keep this progress visible.

This ANCILE uAlign dashboard shows a user's progress on each of her

communication channels.

The higher the completion rate, average score, and on-time percentage, the

more engaged your users are.

16

This ANCILE uAlign report shows completion and success information for a

particular message. The higher the success rate, the better your users are

understanding your messages.

The messages provide feedback you can measure. And the dashboards and

reports provide results you can monitor.

17

Hurdle #3: Not Acting on Results

18

Perhaps your messages aren't clear, or the feedback questions you've

asked are confusing.

ANCILE uAlign provides insight into how each person answered each of

your feedback questions. This can help you figure out if your messages

need tweaking.

19

Feedback

High performers need feedback to let them know you recognize and appreciate their

effort and their results.

Lower performers need feedback to let them know that they need to improve what they're

doing.

Technology can help you identify when and what feedback is needed, but to clear this

most-important hurdle, you must engage with your team. There's no substitute for simple,

honest, direct feedback. Image source: www.sodahead.com

20

An ANCILE uAlign Use Case: Software Adoption

• Enabling retail team members

in a customer-service-first

environment

• Site visits to all store locations

too costly and time-consuming

• Go-live dates on a rolling

schedule

• Email doesn't provide tracking,

assessment, and reporting

needs to confirm readiness

The challenge The solution

• Single solution to pair

communications and training

content for staff while in-store

• Rolling campaign messages with

text, video, attachments, read

receipts, and knowledge checks

• Reporting and analytics data to

gauge message consumption

and engagement from each

region

• Ability to identify and follow-up

with additional, individualized

support during rollout

21

Communicate More Effectively

Measure and Monitor Results

Act on Results

22

4,400 customers worldwide

Including

half of the

Fortune

100

and

19 million end users

23

What’s Next?

Get the latest news at

www.ancile.com

Try uAlign free at

ancileualign.com

Follow ANCILE on Twitter -

@ancilesolutions

Follow ANCILE on LinkedIn