22 Criteria:
Digital Adoption

  • Daniel Beckstein

22 Criteria:
Digital Adoption

22 Criteria:
Digital Adoption 1920 1080 Daniel Beckstein

Do you want Digital Adoption to save you and your organization money?
These criteria can help you make the right decision for your organization.

THE BENEFITS OF DIGITAL ADOPTION SOLUTIONS

Digital adoption solutions have become an integral part of successful software rollouts and change management. They help to use applications more intensively and efficiently, reduce unwanted “bypasses”, relieve the help desk and significantly reduce training costs.

In short: Digital Adoption realizes the ROI expected with the software introduction.

Limitless testing

Testing should be easy and possible in your environment. The test phase should be free of charge for at least 4 weeks – and allow an extension if required. All functionalities should be available during the test – and there should be no restrictions in terms of users and usages.

Widespread use

This is where the “wheat is separated from the chaff”, because for an area-wide approach this is extremely important – more important than any features. Applications often have a complex structure – they consist of very nested iFrames, for example. The DAP solution must be able to reliably identify and use iFrames, dropdowns and other dynamic elements as well.

Examine scope of use

Today, most enterprise applications are browser-based. If desktop applications are also to be supported, the DAP solution must enable this.

SaaS or OnPremise: Check hosting options

Depending on a company’s IT strategy, the DAP solution must be provided as a SaaS or as an OnPremise solution. If this requirement varies depending on the criticality of an application, both options may also be necessary. Therefore, DAP solutions should seamlessly support both options.

Integrate easily

Integration should be possible in several ways: both via direct integration into the code (if you have access to the code) and via browser extension. The integration should be done in minutes.

Easily customize UI

The adaptation to the corporate design of your company should be possible. For this, simple mechanisms like CSS integration should allow easy customization: change of colors, fonts, different options to initiate the DAP solution (avatar, button in the application, event initiated).

Flexible customization

Often there is a need to customize the DAP solution more to the application and the environment. Examples are automatic triggering of a route, flexible segmentation of content, connection with elements in the application, etc.
Using CustomCode, there should be opportunities to customize the DAP solutions at the application as well as element level.

Check available content types

Evaluate what content types you need: Routes for guidance in applications, Hotspots for placing routes or information directly in specific places of your application, News to keep users up to date, Announcements to inform users automatically when starting the application, Learning Center and Learning Paths to be able to train complex applications even before rollout.

Did you know…

Interesting facts about Digital Adoption
> Traditional training 20x more expensive
Training needs to be created and updated, trainers and rooms booked, and training delivered. Add to that the cost of lost work time for training participants. Digital adoption can save up to 97% of the cost of traditional training.
> 58% of training knowledge lost after 2 weeks
The brain stores 74% of information after a training session. If the “stock knowledge” is not used, 58% of the knowledge is already forgotten after 2 weeks. OnDemand help does not rely on storing in the brain – rather on providing help at the moment of need.
> Digital adoption is growing by 80% annually
Digital adoption is still a young discipline. Increasing digitization, shorter software update cycles, and changing work environments (e.g., more remote offices) are causing the discipline to grow by leaps and bounds. The market is experiencing annual growth rates of 75-80% (Everest Group).

We are thrilled!
With AppNavi, we managed to significantly accelerate the introduction of new software. The applications are used more intensively – and our customers’ users are more satisfied.
Carsten Schulz | Senior Consultant, GIS AG

Targeted authorization

Different people should be able to participate in the content creation process so that specialists for specific areas can be involved. Different authorization levels should regulate who is allowed to make only one application, multiple applications as well as overall changes to the DAP solution.

Simple content creation

Neither extensive training nor developer knowledge should be required to create content. After all, IT should be relieved and content creation and maintenance should be distributed among multiple heads.

Utilize existing content

Often there is already extensive training and information material such as flashcards, videos, PDFs or even forms and survey solutions. These should not be lost, but should be able to be displayed at the right place in the workflow via the DAP solution.

Be immune to change

When creating routes, it must be ensured that routes are largely immune to changes in the application. This is the only way to keep the maintenance effort for routes low.

Translate all content automatically

In an international context, it is important that a DAP solution is available in different languages – this applies both to the solution itself and to the content. It should be possible to translate the content manually as well as automatically with just one click.

Segment content

Content should be segmented: By date – but also by other criteria, such as for new employees, specialists and beginners in an application. The “criteria” must be easy to create and easy to use when publishing.

Analyze & optimize anonymously

To optimize usage, authors must be able to keep track of usage. Meaningful reports on usage, abandonments, etc. are essential here. The collection of information for analytics must be anonymized.

Ensure accessibility

People with visual impairments should also be able to use DAP solutions without restriction. It is important to comply with common UI standards such as WCGA. Support for high-contrast mode and screen readers is also important.

When the use of Digital Adoption makes sense …

… and what to watch out for!

> Introducing and upgrading SW
Especially the introduction of new or changed software is the parade discipline of Digital Adoption. If software is underutilized or bypassed, the use of Digital Adoption is recommended. But: do not explain trivialities! This frustrates users and reduces the acceptance of Digital Adoption.

> Increase efficiency
Complex software is particularly demanding on users – even more so if it is rarely used. Here, routes help users find the best way. But: remove content that is not accessed by users!

> Onboarding – or training in advance
Especially when many new employees come on board, digital adoption helps them to quickly find their way around the relevant applications. If complex software is being introduced, it can be useful to let users “practice” in advance in a test system. Use the routes of the productive environment also for the test system and bundle them into collections.

> Lead customers
In addition to employees, Digital Adoption can also be used to guide external parties such as customers or applicants on the website. This leaves less to chance.

User-Efficiency-as-a-Service

Digital Adoption continuously makes your users more efficient and relieves them of recurring routine tasks. Users are empowered via the Learning Center, supported via routes, hotspots and messages, accelerated via RPA and their processes automated.

Analyzing specific user behavior
(user prediction)

An important question is to what extent the behavior of the individual user should be analyzed in order to be able to derive user behavior from it and to support “prediction”.

Keeping an eye on performance

The DAP solution overlays the target application. It must not have a negative impact on the performance of the application to be supported. This applies both to loading times and to cross effects between the software and the DAP solution. The DAP solution must function in an encapsulated manner.

Protect important data

To optimize usage, authors must be able to keep track of usage. Meaningful reports on usage, abandonments, etc. are essential here. The collection of information for analytics must be anonymized.

Check data protection level

The DAP solution must be secured against external and internal attacks. Data protection compliance is a basic requirement. However, true data protection is defined by the way the communication between the digital adoption platform and the target application is. Here, enterprise standards should be used and a solution that is at home in the corporate environment should be deployed.

Evaluate contractual flexibility

DAP solutions are used differently in different situations: Sometimes only briefly for a rollout – sometimes intensively and long-term for complex solutions. Contracts should offer this flexibility – both in terms of the model (user-based, Usage-based, flat) and in terms of the ability to switch between these models. Especially in short-term situations or at the beginning,
usage-based models without a fixed contract term can be relevant.

Ensure optimal price progression

A suitable DAP solution should “reward” widespread use in the company by means of a strongly degressive price curve. It is therefore important that the price per use or user decreases as the solution is used more intensively.

| CHECKED

The right digital adoption solution for your application area.
This is what you can expect from AppNavi:

✔ Almost limitless testing
✔ Support even complex applications
✘ Besides browser applications also desktop applications
✔ Available as OnPremise & SaaS
✔ Easy integration: Extension & Snippet
✔ Easily customize UI
✔ Flexible customization (Custom Code)
✔ All relevant content types available
✔ Assign permissions precisely
✔ Create content without developer knowledge
✔ Seamlessly integrate existing content
✔ Immune to many software changes
✔ Translate all content automatically
✔ Segment content accurately
✔ Evaluate & optimize anonymously
✔ Barrier-free – even with visual impairments
✔ Analyze individual user behavior
✔ No impact on application performance
✔ Protect important data
✔ Be completely secure with data protection concept
✔ Contracts as flexible as the need
✔ Degressive price progression

Contact

AppNavi GmbH
+49 89 262 025 490
pr@appnavi.com
https://appnavi.com

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