Companies around the world are making huge investments in the latest technologies to achieve their Digital Transformation goals. Technology is advancing at higher rates, but there isn't that much engagement from employees to adapt to the latest tech which should worry enterprises.
Regardless of the technologies that companies bring in, it is in the hands of users to make the most out of it. When users are not using it the right way, companies' investments go in vain.
To make users effectively leverage the most out of your new tech, drive digital adoption, and get high returns from your investments, the employees’ digital experience has to be considered significantly.
If users are facing difficulty navigating through technology or if they aren’t having their problems easily resolved, they are likely to abandon tasks instead of working to adopt the platform. Providing an excellent user experience can keep them engaged throughout their adoption journey.
When a person interacts with an organization through a digital platform, the speed, efficiency, usability, and overall satisfaction of the platform define the digital experience of that person.
What is Digital Experience Management?
Digital Workplace Experience is the users’ interaction with digital technologies in their work environment. When this is combined with user behavior analysis to find out gaps and fix them, it is referred to as Digital Experience Management. The user behavior analysis helps companies understand how to keep users engaged.
What is a Good Digital Experience?
A good digital experience is one where the company utilizes digital technologies to provide a quick, responsive, consistent, cohesive, and seamless user experience across multiple channels at every point of interaction.
Companies should strive to make the digital end-user experience seamless and uncomplicated. One of the biggest reasons users exit apps is because they have a hard time navigating or finding what they are looking for.
Without user engagement, do you think digital adoption can happen?
The answer is an obvious “no”.
The overall digital experience that users have when interacting with digital platforms is the key to digital adoption. Your users won’t adopt technology that takes a long time to navigate through or have a bad UX/UI. Here are some 5 effective ways that can help companies drive digital adoption.
Digital adoption strategy #1: Use Your Tech Stack to Their Full Potential
People can only benefit from tools if they are receptive to them and understand how they operate. This will be influenced by the number of platforms you use and the assistance you provide.
A good digital experience is unlikely if your workers are overwhelmed by tools and don't get clear instructions on how to use them. So, think about how many digital platforms you use, how they interact with one another, and what kind of training your employees need to get the most out of them.
Create a smart, cohesive, and seamless digital experience training for users, to ensure effective digital adoption. When you can create a meaningful digital training experience, you allow them to understand, use, and maximize digital resources that can help them achieve their goals and understand the functionalities behind them.
Digital adoption strategy #2: Provide Walkthroughs for Your Users
For new users, troubleshooting any issues that they encounter when using the software can be daunting as they may not have the skills or knowledge to solve them. This affects the digital experience and increases disengagement rates. Users must be trained within the app to master a new digital system and to keep them engaged.
If you want them to learn how to use new software quickly, provide them with on-screen and in-app guidance while they're performing tasks. Achieving digital adoption is reliant on having excellent User Experience (UX) design. One way that you can step up your digital experience is by including an automated onboarding process with the help of a digital adoption platform.
Human-machine contact must be as natural as possible for businesses to succeed. A DAP essentially provides on-screen guidance to your new users through the application’s features and helps them complete their day-to-day tasks. Since companies might have users who are at all levels of tech-savviness, this is a useful way to ensure that no one is left behind.
Digital adoption strategy #3: Keep your Employees up to Date
To keep up with the fast-paced world of technology and to enhance the digital experience of users, software applications are constantly updated and new capabilities are added.
For example, the Salesforce feature releases happen 3 times a year, with each update bringing a slew of new capabilities. As a result, user training is definitely not a one-and-done task, especially when it comes to learning software solutions that are always evolving.
Continuous notifications and proper assistance are required to keep your employees up to date on the software you want them to adopt and subsequent changes that come with it. This can be done effortlessly with the help of a digital adoption platform. This means that whenever a new feature is released, you can create new in-app interactive software walkthroughs or in-app announcements to explain to end-users how to use it.
Digital adoption strategy #4: Keep a Check on the Use of Digital Tools
One of the most important phases of digital adoption is employee training. Oftentimes there is a big gap between the tech advancement and employees’ abilities to actually use the tech. Digital adoption can fill this gap with in-app guidance and help save so many resources, but it cannot exist without people.
It's important to analyze and monitor the usage of digital tools by employees. It would help to know where employees need help and fix those gaps with custom walkthroughs and training.
Make sure all employees are informed and trained to use the new technology before finishing the transformation process. It’s easy to get caught in the trap of prioritizing technology over people, but this mistake can cost you a lot in the long run.
Digital adoption strategy #5: Break the Routines
Companies keep investing in the latest tech and implement it, expecting the users to adopt it at the earliest. This way of push strategy is no longer a good method and digital adoption can never happen. Companies must understand the requirements of the users and implement Digital Adoption accordingly.
Your employees are the ones who are going to use these new tools. Chances are, your employees are technically sound and require better tools than you plan on investing in. So, it's always great to discuss the tools that you are going to implement with your users so that they can provide relevant feedback.
The most important component in bringing successful digital or technology adoption is to break the routine of the target audience with their current ways of doing things. You can make the new technology slowly enter into their daily routine, one step at a time till usage of the new tech becomes a pattern for the end-users without even realizing it.
Digital experience vs Digital adoption
Digital experience can help you achieve digital adoption if the main impediment to digital adoption, resistance to change, is handled the right way. Successful user adoption of the new tech is not just achieved by training users on how to use the new technology. It is achieved by gaining buy-in from top executives and commitment from employees.
Apart from being afraid of the new technology, your users resist due to a lack of awareness, knowledge, understanding, and training. A good digital experience can reduce some of that resistance, especially when it makes workflows more streamlined, but it can't replace the sense of comfort and familiarity that employees have with the old system they are used to.
The Right Digital Adoption Platform provides seamless digital experience and enables Effective change management strategy, thus enabling successful digital adoption
Having a DAP tool like Apty can help companies provide a seamless digital experience and handle employee pushback. Apty can guide users through multiple applications, ensure seamless onboarding & training, enhance user productivity, and guarantee digital adoption.