In my day-to-day as a digital adoption professional, I spend a lot of time thinking about how?
❓How can we get more people to engage with the new functionality of a platform?
❓How can we give our users time back?
❓How can we build the solutions our stakeholders have asked for?
🍲How can I get out of the habit of eating a bowl of Top Ramen every day for lunch?
📝The list goes on and on...
However, since going through the Digital Adoption Institute last summer and reading Simon Sinek's incredible book, "Start with the Why" I’ve tried to start any project being laser focused on the WHY, not so much the HOW.
The WHY truly makes me better at doing the HOW!
This has helped me ensure that the project is worth the investment and we will be able to properly define and track our ROI!
This way, I'm not 😩 scrambling when someone asks me to provide an ROI on my last 3 projects!
❓❓❓Have you found that starting with the WHY makes you better at the HOW?
If I had the secret recipe to find ROI on a standard learning program I’d be a 💰 billionaire!
Truth be told, in the past, every time someone asked me for an ROI, I kind of wanted to just start 😭 crying until they changed the subject.
Because Digital Adoption provides users with real time learning opportunities, and the results and impact are immediate, this is actually much easier!
For digital adoption programs, I’ve implemented the following framework from Tim Creasey’s book #ChangeManagementt the #PeopleSideOfChange" to understand the ROI of our technology and training programs:
⌚️Speed of adoption
These are 3 things that I can 💯% track with WalkMe™ as well as tie back to business 📋 outcomes and objectives!
By ensuring that all my #digitaladoption programs and initiatives support this framework for success, I don’t have to cry anyone when someone asks me to show ROI! 🤗
How are you tracking the ROI of your technology training?
Do you get clammy and sweaty when someone asks you to track ROI, or are you free as the breeze knowing you have all the data needed?!
Tim Creasey of Prosci wrote a fantastic article last week that describes how crucial #ChangeManagement implementation is for solution adoption and usage:
"A technical solution PLUS adoption enablement powered by change management is the key for today's technologically-enabled changes to how we do work.
A) adoption and usage sit squarely on the value chain to retention and renewal;
B) adoption and usage don't happen by chance; and
C) there are structured and repeatable ways to prepare, equip and support people through their own personal journeys that result in success for the individual, for the initiative (i.e. your technical solution), and for the organizations (your client and your own). "
The more I implement change management and the #ADKAR best practices into my WalkMe™ #DigitalAdoption Programs, the more success and adoption I see as I create these structured and repeatable ways to prepare, equip and support users!
Dave Zinsman of Walkme provided an incredible masterclass that I’m pretty sure taught me more than my graduate finance class.
I normally don’t like thinking about money or budgeting, I’m more of a “feel” type person
“Honey, these new couches make me feel happy”
But understanding how to speak the language of senior leadership is the best way to get an executive sponsor for your digital adoption program.
When entering into a Walkme program or project, think about all the decisions you make and prioritizing how you can decrease costs and increase revenue as a result of digital adoption program.
Not being a natural at this, I’ve always expressed this as simply as humanly possible for my own sake.
1 hr of training replaced by 1-minute walk-thru = 100+ hours saved.
However, it’s important to follow this impact not just on initial training, but to show that Digital Adoption helped a user complete tasks effectively to bring more revenue into the company and achieve financial goals!
Have you been able to really crunch the numbers and find the impact of your strategic projects with highly favorable cash flow impact?
❓50 users reaching baseline compliance in 12 months
❓ 3300 users reaching compliance in 90 days…
🙅🏼♀️🧠 No brainer right?
For Heather Wurtz and her team at LeaseAccelerator, prior to WalkMe™, Customer Education and communication was a guessing game,
where they made their system as simple as possible and hoped for the best...
But with a Digital Adoption Platform, Heather and her team are able to understand their customer’s behavior on their site, and have the priceless understanding of what their customers need and where they are struggling!
This led to her team being able to reach a new user onboarding efficacy that was 🏆 99% compliant!
Heather was able to confidently state that their "...Success was measured in cost savings, not impact."
And Digital Adoption helped her customers meet these goals to no only increase revenue but also improve customer experience!
Well done Heather and team!
I am consistently inspired to work for an organization that invests so heavily in its employees.
Sales talks a lot about win rates, and the following numbers are thrown around:
Only 20% of prospects are proactively 👀 “looking” for a solution! When sales simply reacts to 👀 “Looking” customers, the win rate is only 35% of that 20%
but when the 80% of “Not Looking” Customers are approached proactively and effectively, the 🏅win rate is 70%!!!
🤷♀️What does this tell me about the power of proactivity? IT’S HUGE!
I’ve found that when I proactively seek out managers in my organization who aren’t actively looking for #DigitalAdoptionSolutions
And 🤩 WOW them with a solution I created just for them,
the buy-in and 🏆 championing is much 📈 higher than someone who just asks for a one-off ad-hoc training request.
When I’m trying to WOW a group, I really do my 🙇🏼♀️ research, and find that group’s “WHY”
When I start with their WHY, it’s much easier to align my solutions
to provide support that is comprehensive and helps them reach 🏅goals, 🙅🏼♀️ not just complete tasks!
✨ Heather Wurtz, an incredibly talented #DAP professional and a woman after my own ❤️ put it:
“Just stay low and close to the wall” — I couldn’t have said it better myself!
Have you found win rates as a solution provider with groups that weren’t even looking?!
I was fortunate to be featured on LinkedIn for the Sales Enablement Collective's "Ask Me Anything" series!
Check out the full article below to see who asked what and what my answers were!
Knowledge transfer sessions don’t guarantee long-term success!
...not for employees and
...not for customers.
Ryan Shiba of JobAdder was kind enough to jump on a call with me this week to show me the incredible work they’re doing to help their learning become successful by DOING!
He basically gave me a 60 second masterclass in adult learning and design! #thankyou!
Adults are problem oriented learners - meaning they learn from their desire to solve problems and to complete tasks.
By taking a passive learning experience such as a webinar or eLearning course and making it active by putting them in the driver’s seat with Digital Adoption, you’re allowing them to learn at an accelerated level as they complete tasks and are immediately shown the value of the content!
When it comes to introducing new materials and processes to learners, Ryan doesn’t promote it by saying “We have a new course” he promotes it by saying “do you want to save X hours? Learn how!” Reinforcing the WIIFM of any training program!
In the end, Ryan has found that a comprehensive and active learning experience with Walkme drives more meaningful conversations among teams and customers, by having them learn how to do things and get stuff done, instead of having to manage and digest all the knowledge taken in during a passive training session.
How are you providing accelerated training and support to drive more meaningful performance and conversations among your teams and customers?
🗓 Thursday is DAP day!
I snuck into another WalkMe™ Welcome Webinar for new customers and I'm not even sorry...
Mainly because there were a few other 😎 OG's on as well!
Melissa Layton has been a huge inspiration for me as a #DAP professional and she shared with us "What I Wish I'd Done Sooner"
Melissa has been non-stop since her company, AMN Healthcare implemented Walkme in 2018 and is now a DAP manager of a growing team!
She mentioned that as she has grown to become a DAP manager, so much has changed about how she views herself as a professional, approaches training initiatives, and consults with business partners to meet strategic objectives!
Take a look at Melissa's plan to create a #CenterOfExcellence, Maximize the strengths of her fellow DAP professionals, and create a #governance plan!
Are you following a similar #Governance and #Framework plan like Melissa and her team?!
I'm an industry leader in Digital Adoption Technology, Digital Learning, LX, and Employee Enablement with several years of experience creating disruptive and strategic technology learning programs for global companies.