Enterprise software was originally designed to task-oriented and highly transactional. However, because of the increase in demand and complexity, digital experiences now need to be more intuitive and appealing to the end-user. Industry experts say without the widespread adoption of user-centric digital tools, digital transformation projects will fail to meet expectations.
The widespread pandemic had a drastic impact on every industry and the economy on a global scale. As organizations accelerate their digital transformation efforts, it will be crucial to invest in digital adoption platforms (DAP) to embrace all the features of the digital tools available at their disposal.
A new report from analyst firm Constellation Research urges organizations to adopt disruptive technologies to enhance and transform the employee experience. Dion Hinchcliffe, VP, and Principal Analyst at Constellation Research, says, “Digital adoption platforms (DAPs) act as a critical layer and bridge between the application and its users. By integrating on top of software or websites and guiding users through tasks and functions, the user experience gap is bridged. This ensures users no longer spend too much time on one task or repeat the same errors.
For organizations looking to implement a DAP, here are a few steps they can follow for successful implementation.
Assessing the Current State of the Organizations
Organizations need to first assess their current state and decide the target state. Organizations need to analyze their current business processes, how effective the technology is, and the efficiency of users. They will need to conduct a thorough data analysis which will help them discover the gaps and determine the goal they want to achieve through the DAP.
Building a Business Case for the Desired Result
In the next step, organizations need to identify the applications that need the support of digital adoption tools and see if they are fit for implementing a DAP. This can be done by dividing all the applications into customer-facing applications and enterprise applications.
In the case of enterprise applications, organizations will need to consider the cost involved in training employees, and for customer-facing applications, the revenue potential of each customer is important. Organizations now need to map out the business case for the target outcome state after analyzing all the target options and potential use cases to find an achievable target outcome state.
Identify the Capability Target State
After determining the target outcome state, organizations now need to identify the capability level needed to achieve this state. The five key factors for them to consider here are:
- They need to understand their vision and the key drivers of DAP adoption and evaluate their preparedness in terms of risk and security that could come with the DAP.
- For implementing the DAP, they will need to evaluate the scope and scale of DAP adoption and the pace at which it can be adopted
- They will also have to determine the DAP team structure and create a governance model for DAP initiatives
- They also need to consider some of the technology capabilities like the content formats, application-types supported, security, robustness of walkthrough, and hosting options
- Finally, they also need to consider how to source DAP talent and skills
Based on two sets of determinants, the DAP journey will take different forms – DAP-related and environmental. DAP determinants include aspects like the business case, current outcome and capability, the target state outcome, and target state capability. The environment determinants include initiating stakeholders, existing DAP partnerships, risk appetite, and availability of resources. These determinants will define the execution path that needs to be followed.
Execute the Plan
The final step after putting a clear-cut strategy in place is to execute the plan. Organizations need to ensure that the framework they have built for prioritizing applications based on DAP potential, revenue, and costs is a structured and repeatable one. While choosing the best-fit enterprise-grade solution, they need to see if the product capabilities match their requirements. If the partner ecosystem is favorable to the list of applications that need a DAP and if the measurement metrics help to understand the value of the DAP investment.