Extra tags: Digital AdoptionITdata analytics
Authored by: Sandie Overtveld, VP & GM, APAC, WalkMe
In the last two years, organisations around the world ramped up their digitalisation efforts to cope with a global health crisis, skyrocketing demand for wide-scale technological adoption at a rapid pace. And this trend will not abate. According to Statista, global Information Communication and Technology (ICT) market spending is expected to reach US$1.8 trillion this year.
Due to this accelerated digitalisation, business continuity remains a key focus for leaders, especially within a hybrid work environment. According the IDC FutureScape: Worldwide Future of Connectedness 2022 Predictions, more than 50% of organisations across the region will prioritise connectivity resiliency to ensure business continuity. This, in turn, increases the demand for digital adoption solutions that will drive utilisation of new technologies.
The possibility of technology overload
These IT investments conjure up an influx of software waiting to be mastered by its users, on top of their organisation's current technology stack. With the amount of software and applications necessary for day-to-day work at many companies today, adding more technology to the existing technology stack could put employees at risk of technology overload. According to the Forrester Asia Pacific Predictions 2022, 30% of companies in the region will embrace new digital technologies to accelerate enterprise modernisation.
However, anticipation is one thing and true readiness is another. An important criterion in measuring an organisation's digital readiness is digital adoption, which is defined as a state in which employees have gained sufficient mastery of the digital tools provided to them. It is the process of supporting a brand-new user until they achieve a level of confidence and competence in software usage that translates to sustainable value for the organisation through enhanced operational efficiencies, greater collaboration, improved customer engagement, cost savings, and other metrics. Without achieving true digital adoption, software investment will be difficult to justify.
While businesses fight to increase market share and enhance profitability to achieve the objectives lined up for these software investments, employees are in a different battlefield as they struggle to adapt to the new software. The burden of learning the complexities of a new system may result in fatigue and burnout, which will have an impact on employee performance. Compounding these issues further are poorly designed training programs and people’s natural resistance to accept new methods and lean towards old familiar ways of accomplishing tasks.
Technology overload can be countered by achieving increased digital adoption, which is a function of three initiatives: a well-conceptualised training program, a comprehensive onboarding plan, and the right technology platform to provide relevant data for actionable insights. Digital adoption platforms (DAPs) sit on top of software or applications like a glass layer providing customised user guidance and anonymised data analytics for leadership to enable the swift resolution of issues, higher digital adoption, and more efficient product usage. These are critical ingredients to tap into employees’ full potential and maximise an organisation’s return on investment in technology.
Enable smarter IT investments with analytics
The mandate for analytics on all tech investments is coming, if not already here.This year will witness more organisations analysing and measuring investments they made into their technology stack. Running analytics on company websites has been a common corporate practice. Applying this same rigor to technology platforms, software, and applications that incur significantly more IT investment makes practical business sense. The mandate for analytics on all technology investments is going to sweep over the business landscapes of every region. No one can justify spending millions without proving its worth through strong analysis.
Moreover, there is no one-size-fits-all in measuring software adoption outcomes. Even before new software is implemented, companies must come up with clear metrics to evaluate its success. These questions must be asked for each new digital investment:
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Does it achieve key business objectives?
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How many employees use it?
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What is their user experience?
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Is it enhancing their productivity?
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What is the impact of this software on their well-being?
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Is the company investing in duplicate functionality?
The relationship between the digital product and the human-user
Analytics and data will allow organisations to see how well employees are using their technology stacks, giving them visibility on areas where the uptake is smooth and productivity is enhanced, as well as the bumpy terrain where employees get stuck. Identifying these areas through analytics and automation instead of focused group discussions will allow for quick and effective resolution of these issues, along with increased digital adoption.
After identifying these areas, the value of "front office automation" becomes clear. In the past, organisations put a lot of importance on “back-office automation,” which is the process of connecting systems together to help streamline operations. What is more essential for many organisations now is “front office automation,” which is focused on making employees more efficient in their roles by solving key pain points and providing a better user experience.
In 2022 and beyond, the user experience will become paramount to achieving true digital adoption. Also, while choosing the right technology is critical towards successful implementation, ignoring the human element that propels this forward comes at great peril. Organisations that effectively bridge the gap between humans and technology are poised to achieve greater business outcomes.
