Digital Adoption Guide

Digital Adoption Guide

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Are you familiar with the term digital adoption? The explosion of the digital workplace and remote work makes it relevant to every business today. And it’s critical for those companies involved in the continuous cycle of digital transformation and the high cost, high disruption and high risk those environments face. For any entity needing to utilize their application processes to their full potential, here’s what you need to know about digital adoption and how to achieve it in your own organization. 

Digital Adoption Defined

Imagine you’ve been told you have to drive a very expensive car you’ve never driven before. Also, you’re driving an unfamiliar route that has many turns and decision points. How do you get from point A to point B efficiently (or at all) and without damaging the car or finding yourself in a situation where you need Roadside Assistance, which causes significant delay and possibly extra expense?

Tools that would be very helpful in this scenario would be:

  • An overview of the purpose for going from point A to point B and the intended outcome
  • Onboard feature descriptions available when you access a feature, with audio so you can keep your eyes on the road
  • An onboard manual when you want to explore topics on your own, available safely as you drive
  • Most importantly, a GPS system to guide you on the exact route to take (also with audio)

Digital adoption of enterprise applications can relate to this scenario. Users of new or upgraded applications and new users (new hires or changed job roles) face similar challenges in executing application tasks effectively. By effectively, this means completing the task correctly and productively. It also facilitates user satisfaction which leads to better outcomes, in general.

So, in summary, effective digital adoption results in the application being used as designed and configured in order to achieve intended outcomes while improving user knowledge and satisfaction.

Who Needs Digital Adoption?

Anyone who’s ever purchased a new app or new software needs digital adoption. In some cases, this is easier to achieve than others. Simple apps, also known as Point Solutions, are typically easy to learn and navigate because these have a low volume of processes or workflows (<100) associated with a limited range of problems they solve or facilitate. However, even these apps can be challenging if the processes themselves are complex or the app is highly configurable, leading to frequent change or a deployment for which there is no guidance on the deployed configuration. Complex applications, which include ALL enterprise applications, are the real challenge and involve significant investment in software, time (often years) and management of the business disruption that inevitably occurs. Investing in these apps and then failing to train employees on how to use them is like failing to tell that driver where to start, where to end and how to get there. It’s wasteful, ineffective, and potentially dangerous. It also defies common sense.

This is where a digital adoption platform such as Epilogue Opus becomes a necessity.

How Epilogue Opus Can Help Your Company Achieve Digital Adoption

Opus from Epilogue Systems is there for your business every step of the way when it comes to rolling out and sustaining applications.Opus enables automation of software documentation that yields significant productivity gains that are so important to successful deployments of new, upgraded or optimized applications.

  • Pre-go live:
    • Testing: Opus generates User Acceptance Test scripts in minutes, CSV format so you can incorporate into your testing solution
    • Training and Final Preparation: Opus generates training documentation (job aids, user guides/manuals, pdf’s, assessment simulations, and more – all of which can be incorporated into your blended training methods and tools, including SCORM exports to your LMS
  • Post-go live:
    • In-applications contextual guidance: job aids, simulations, videos, audio, links to other resources – delivered to users as they work in the application, relevant to where they are and who they are
    • User feedback: on content, application tasks, etc.
    • Utilization data: on who is using what and when

When your business is ready to take that next step forward in automation, Epilogue Opus offers support for every step along the way.

The Many Benefits of Digital Adoption

Epilogue Systems provides in-application support for your users and helps to reduce the time it takes users to become competent. As a result, it improves user satisfaction across the board. Your employees get the full benefit of digital applications, and you get a more efficient and timely achievement of your intended application outcomes. The benefits of digital adoption include:

  • Effective execution of business processes to increase revenue, customer satisfaction and efficient operations
  • Reduced cost of training, support and the impact of errors and omissions
  • Improved workplace efficiency in using your application tech stack
  • Higher levels of user satisfaction, generally leading to lower turnover

Roadblocks to Achieving Digital Adoption

When your organization is using all your applications and software to their fullest potential, you’ve achieved full digital adoption. However, common roadblocks make this difficult without the help of a digital adoption solution. Common obstacles include:

  • Applications that are complicated and/or dense (as in the volume of processes/transactions/workflows), which is the case with all enterprise applications
  • The existence of many critical applications in your application “landscape”
  • Insufficient and/or ineffective user training
  • A workplace culture that resists change
  • Inconsistent use by management
  • Missing or inadequate sustainment strategies post go-live. A frequent cause of this is training tools that are too complicated or require too much effort to maintain following the first rollout. This results in abandonment of the initial investment

Most companies experience at least some of these obstacle at one time or another, but a solid digital adoption solution such as Opus can help you overcome them. By breaking training down into smaller chunks and easy-to-understand steps, and by using Subject Matter Experts who have mastered the application processes in their areas of expertise, Opus will help your organization break through the barriers to full digital adoption

Steps Your Organization Can Take to Promote Digital Transformation

Making your digital transformation initiatives successful involves a level of complexity beyond the scope of this introduction to Digital Adoption. However, a consistent thread in digital transformations that fall short is the failure to achieve effective and sustained user adoption. That’s where a digital adoption solution comes in as an important component of the overall adoption effort, Opus is that solution.

The right digital adoption solution gives your organization:

  • A standardized way to support your digital adoption effort pre go-live (User Acceptance Testing, Compliance documentation, creation of learning and training assets that can be leveraged into blended learning) and post go-live (in-application user support and guidance). 
  • A solution that helps enable a workplace culture to effectively address the impact of application change.
  • A contributor to staying competitive in today’s market as entities embrace the opportunities and challenges presented by an ever-changing digital workplace.

Merely going through the motions is not enough. Successful digital transformations require cultures that embrace and adapt to change, including the constantly changing landscape of supporting technologies because as with all situations requiring tools, it’s about the right tools for the right purposes. Understanding your application landscape, your change management and L&D capabilities, and the needs of your users will help you assess your digital adoption options. Most digital adoption solutions market themselves as a panacea but in reality, they do some things well, some things okay and some not at all. Understanding your needs and objectives will help you start your assessment.

Below is a summary of considerations as you begin to explore your digital adoption solution options.

1. Target Applications: Target Applications are those applications for which you will be deploying digital adoption support.

a. How many applications are involved in your project
b. Are any of these desktop or require desktop components?
c. Over time, how many applications in your company are candidates for digital adoption support?
d. Does the digital adoption solution easily support processes than span multiple applications from different providers?

2. Target application Complexity: For your Target Applications, how complex are the processes/transactions/workflows to be documented?

a. Low (<10 steps)
b. Moderate (10–20 steps)
c. High (>20)

3. Content creation volume: What is the volume of the processes/transactions/workflows you need to document in your Target Applications?

a. Low (<20)
b. Moderate (20–50)
c. High (>50)

4. Created Content Flexibility: What is the flexibility to incorporate the created content into other forms of blended training and support? Can the content be incorporated into ILT/CBT, eLearning courses, LMS, learning lockers – xAPI, User Acceptance Testing, and in-application guidance? Or can it only be used within the context of the specific digital adoption platform).

5. Ease of Use:

a. Difficult (learning curve requires significant resource commitment to gain skillset needed to use and re-commitment if lapse in use occurs)
b. Moderate (learning curve requires 2-3 weeks of continuous use to gain proficiency)
c. Easy (learning curve requires 1-2 days of continuous use to gain proficiency and zero learning curve for SME use in documenting their process/transaction/workflow)

6. Change Frequency: What is the frequency of change to the processes/transactions/workflows in your Target Applications?

a. Low (maintaining the functionality and content of your digital adoption solution is rarely required)
b. Moderate (maintenance is required with some frequency so ease in doing so is important but need not include non-experts in your digital adoption tool)
c. High (your digital adoption solution’s ability to be easily maintained is crucial and involves your Target Application SME’s)

7. IT Support:

a. What level of IT support will be required for the deployment of your digital adoption solution?
b. Does it require dedicated servers?
c. Local software install or local components? How will these be installed and maintained and by who?

8. Pricing: SaaS versus License differences still exist but as more digital adoption solution pricing is offered via subscription pricing, there remain important considerations that can affect your total cost of ownership and lead rising costs over time.

a. Does pricing include all Target Applications or is pricing per application?
b. Are there additional professional services costs required to deploy and maintain the solution or are these included in your subscription?
c. Is pricing per user and does the price per user decline as the volume of users rises? Is there an unlimited users option that caps your price?
d. What is the average cost per digital adoption topic developed (topic = process/transaction/workflow)? This is critical and the formula is simple: Total Price of the digital adoption solution / # of digital adoption topics developed.
e. What is the likelihood you will need separate professional services to develop the digital adoption capability (outputs, content, functionality) and at what cost?

9. Content Import: this is particularly important for Oracle UPK customers looking to migrate to a new digital adoption solution.

a. Do you have legacy content you wish to survive and wish to import into your digital adoption solution for continued use?
b. If so, does your digital adoption solution have an import capability?
c. Is the imported cotent fully editable or will it require recreation in the new digital adoption solution?

10. Digital Adoption Solution Update Frequency: SaaS versus License differences still exist but as more digital adoption solution pricing is offered via subscription pricing, there remain important considerations that can affect your total cost of ownership and lead rising costs over time.

a. How often is the solution updated by the provider and is the provider Agile?
b. Does the update required you to involve IT?
c. If you have critical bugs or request important enhancements, will it take days, weeks or months to resolve?
d. How does the digital adoption solution’s provider incorporate customer input into their roadmap?

Connect with an Epilogue Systems expert today to discover how your organization can benefit from our digital adoption solution, Opus. Opus was designed and built for the complexity, size and scale of digital transformation projects, enterprise applications and complex application landscapes.