So…it happened today 🤩! I attended an integration project kick off meeting! 😎 And this time I was actually invited! You may say: “Oh big deal…” BUT since becoming a Digital Adoption Professional about 3 years ago, I’ve been DYING to be brought in at the initiation phase of a large project… and TODAY 👏 IT 👏 HAPPENED 👏! 🍽Having a seat at this table with the Program Lead, Change Management Lead, and Project Managers helped confirm how vital it is for digital adoption to be brought on 🙅🏼♀️ Not 2 weeks before go-live 🙅🏼♀️ Not as an afterthought post-launch 🙌🏻 But right at initiation! At Sprinklr, and especially with this program, our goal is to: 🤾♀️PlayBigger ❣️Keep our Enthusiasm 🏆Be a Program Champion And now, starting at initiation, Digital Adoption WILL!
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I try and get my older two (7 and 5) interested in my work and let them know I don’t just stare at my computer all day. I showed them how I create walk-thrus with @WalkMe that float along the screen. I kept saying “Look you see this balloon, mommy made that for @Sprinklr!” They weren’t super interested, but when we were at the playground the other day they introduced me to their new friends and said: “This is my mommy, she makes balloons” I thought that was a pretty decent way for my kids to explain what I do for a living, and definitely more of a conversation starter with the other parents who overheard than just “my mommy calls people all day.” There were definitely some follow up questions from the other kids: What color balloons? Can you play with the balloons too? Can she make a blue balloon right now?! How have you tried to explain what you do with to your younger kids? Do they get it? Do they think you make balloons, or talk to people all day? A Digital Adoption Center of Excellence allows us to go from "tech encumbered to tech empowered" - Dave Zinsman
A #DAP COE includes the following roles: ✨ Executive Sponsor 🏋🏼♀️ Digital Adoption Program Manager 🔥 Builder So what happens when you’re a party 1 or 1.5? In my previous role, I was a party of 1 when it came to sponsoring program, managing projects and building. In my new role at Sprinklr I’m lucky to have executive sponsorship, but it can still seem like a lot to wear the hats of both builder and project manager. One thing I learned at the #DigitalAdoptionInstitute about project and program management, is how to filter requests and prioritize tasks by the impact they can have on the organization. When you are low on digital adoption resources, and have requests coming in from every side, making the biggest impact with each project is crucial! I used the following diagram to ensure I’m prioritizing #strategic tasks vs #adhoc requests! How have you created a center of excellence for #digitaladoption? How are you prioritizing your time wearing all the hats, or working with part-time WalkMe™ builders? A few weeks ago a Walkme Community meetup, Brandon Nettles of IDEXX provided an incredible roadmap of how to bring #diversityandinclusion to to the forefront of you organization at the WalkMe™ Community Meetup today! ✅ Brandon touched on everything from using #walkme surveys to poll users to understand accessibility needs to 🎨 purposefully creating content to meet a user’s #inclusion needs for every project. 🏁 When approaching an a topic like diversity of inclusion, it can be daunting to know where to start. 🦞 🦀 However instead of trying to “boil the ocean” as Brandon described it. 🕐 It’s important to take things one step at a time, and scale each project. Having previously worked on a team who emphasized creating inclusive #learninganddevelopment programs, this really hit home! Thank you Brandon for such an inspiring session, and thank you Walkme for hosting and allowing us to spend an hour of our day emphasizing such an important topic! #WalkmeWorld #inclusionmatters #diversityequityandinclusion Joining a new company meant that I was invited to a Walkme Community Meetup for new Walkme users.
"When it comes to introducing information, communication and now digital technologies into 🏢 organizations, three-quarters of the challenges come from managerial and organizational problems, not 👩🏼💻technological ones." ---🤕 Ouch!
In his article: "How To Succeed At Digital Transformation" Leslie Wilcox shares incredible insights into #DigitalTransformation He states how most organizations merely "digitize – convert something into a digital format usable by computers – or even digitalize and deploy digital data and technologies to improve business operations." However...she explains exactly what it takes for a successful #digitaltransformationstrategy To succeed at digital transformation the whole of the business needs to be involved. It requires radical redesign, then deployment, of business models, activities, processes, and competencies to fully leverage the opportunities that digital technologies can offer." Fantastic article by an experienced thought leader in the industry! Definitely worth a read! https://www.forbes.com/sites/londonschoolofeconomics/2021/01/29/how-to-succeed-at-digital-transformation/?sh=4d05128c358a I took the Gallup Strengthfinder assessment last month and my top 5 strengths were:
I was upset since my goal is to initiate change and forward thinking with those around me, but I guess I’m not a “natural” at influencing people for the better. Instead of resigning myself to not being an influence…It’s time to get to work! By capitalizing on my strengths like positivity and futurist, I can continue to learn and grow and improve my skills in the influencing category like maximizing, communication, activator and command! Have you ever taken one of these types of assessments? Were you pleasantly surprised with your top strengths, or did you see room for growth, like me? #growthmindset I’ve gotten comments from people who think that when I say things about challenging the status quo at your organization, that I’m invalidating work that others have done before me. And I’m just trying to stir the pot, that I’m not respecting the thought, research and effort that went into creating either the instructional design or enablement programs I want to improve with Digital Adoption. However, one thing I’ve been studying recently is adopting a growth vs a fixed mindset. Having the ability to develop, embrace change, and be inspired by others who are making differences can be incredibly powerful and lead to game changing updates and improvements to any employee or customer program. I also want to call out the danger of a fixed mindset. I’ve been on calls over the years and have heard the term “Our program and processes are set, I don’t see why we’d change them” If you see effort as fruitless, if you’re threatened by change or criticism, think about how you can improve. The second I finish a project, I go back and look at how I can either make it better, or improve for the next project. It’s painful to admit where I’ve fallen short, but empowering to show improvement and growth in my own work. Do you feel like you’re in a fixed or growth mindset? What do you do to improve your sales enablement or employee training programs within your own org? Thank you Tina Grazioso and the other members of the Sprinklr team who are providing this type of training for new hires as part of our onboarding program! Over the past several years, and more recently due to COVID-19 restrictions, many companies have made the switch from live demos to virtual demos and screen shares, and live training sessions to virtual training session. But are users able grasp the concepts of platform workflow processes with just a live demo? Are your managers still being pinged throughout the day to help users complete new or updated tasks? Instead of being virtually tapped on the shoulder, let Digital Adoption Platforms tap your employees on the shoulder! Digital Adoption Platforms like Walkme are all the rage in the age of remote hiring, onboarding, employee training and upskilling. Skepticism from Purists These on-screen, just-in-time training solutions that walk users step by step through a workflow have been touted to decrease support and help desk tickets, as well as ensure users are independently and successfully completing processes within platforms like Salesforce, Zendesk and Workday from their very first day of work. However, instructional design and curriculum purists may be skeptical as to the long-term value of these tools, claiming that traditional and formal training methods are more robust and provide users with all Gagné’s 9 Events. How could this new tool possibly provide everything needed to learn new skills and workflows? Sure, digital adoption tools provide on-screen guidance, but what about feedback? What about the recall of prior learning? Having worked as a Digital Adoption Solutions Consultant for the past several years I’ve seen companies at various stages of transformation who have benefitted from a Digital Adoption Platform. There was Lendingclub, a company going through a major hiring boom over the course of 6 months, Robert Half International who was migrating over 10,000 global users from Salesforce Classic to Salesforce Lighting, and currently T-Mobile, who is going through a major merge with Sprint, integrating data, employees, and products all over the course of a few months! Having been part of and having lead the digital adoption efforts at these companies, I can confidently say that users being trained with a digital adoption platform, not only experience all 9 of Gagné’s events of instruction, but more successfully reach and complete each event as a result of the arsenal of solutions a digital adoption platform brings. How can 1 single tool help a platform user reach all 9 events? While there are a few digital adoption tools and just-in-time training tools on the market right now, I’m going to stick with what I know, and what is considered to the be pioneering Digital Adoption Platform, Walkme. 1: Gain Attention Walkme’s main strength is that it reaches the user where they are, right in the tool! The user doesn’t have to dig for a paper-based job aid in a data repository, and most importantly, and effectively, Walkme can help engage the user right on the screen with ShoutOuts and SmartTips, guiding them towards content or the concepts. Nothing more attention grabbing than a balloon popping right up on your screen! (Fig 1. ShoutOut informing CRM users that the account they are landed on has possible duplicates. By clicking Next, the user will be instructed on how to merge duplicate accounts). 2: Inform the Learning of Objectives One of the most effective ways the learner is informed of the learning and training objectives is in the title of the Walk-Thru. These walk-thru names found within the on-screen Walkme menu help the user immediately understand the end goal such as “Download a Bill” or “Add a New User”. (Fig 2. The Walkme menu in T-Mobile’s internal Platform, Accounthub for customer care agents) 3: Recall Prior Learning While Walkme has several solutions to automate user processes, Walkme can’t exactly tell you which record to go to if you need to update a Contact or an Opportunity record. Walkme requires the user to recall prior and more rudimentary knowledge by instructing the user to go to a record page and resuming the walk-thru steps once the user as arrived at the page. (Fig 3: This Walkme step instructs the user to recall more rudimentary knowledge to navigate to an Opportunity record in Salesforce to continue the new process.) 4: Present Content Walkme doesn’t just present content to the user, Walkme presents the context right when and where the user needs it. The step by step balloons guide the user seamlessly through processes, some of which can contain upwards of 20-30 steps, all while ensuring the user is completing the process correctly and efficiently. Earlier this year at T-Mobile, a comprehensive web-based training had been created for a new prospecting tool, ZoomInfo. However, after 3 weeks with the tool, even though 100% of users had completed the training, only 30% had engaged with the tool and performed a single prospecting activity. In response to this low engagement rate, Walk-thrus were created, helping engage the user to login to the tool and perform their first searches. Productivity within the tool rose by 30% within the first week, bringing content and context to their prospecting searches! (Fig 4. The user is instructed to select the locations for their search in the tool ZoomInfo, reminding them not to select areas outside of their designated territory, part of our new sales model at the New T-Mobile). 5 & 6 Provide Guidance and Elicit Performance Gagné’s events 5 and 6 go hand in hand with a Walkme experience, as walk-thru steps provide the guidance a user needs to complete a process, as well as in-context practice and performance right within the platform in a live environment. The user can use the Walk-Thrus to complete the process of “Creating a Lead” or “Logging Time Off” as many times as they need until they have practiced the process sufficiently to perform it on their own. 7: Provide Feedback Processes like filling out CRM and HRM forms seem to take forever and it is easy to miss required fields, causing the system to throw up an error message when they try to submit the form. Walkme saves time and frustration by providing users with feedback right on the spot in the form of SmartTips, without having to wait for Workday or Salesforce forms to throw up an error message after having missed a required field. As part of our new Territory Selling model at T-Mobile, Walkme supported our users in the New Lead form with a validation SmartTip. This SmartTip would throw up a red “alert” if the users entered in a Zip Code that was outside of their territory, informing them that they would be required to fill out an additional request form if they wanted to proceed and submit the Lead form. This SmartTip validation saved our users time and frustration by providing feedback on their process immediately and not waiting for their form to be rejected. (Fig 5. As part of our new Territory Sales Model, the user will receive an error if they enter a zip code for a Lead that is outside of their assigned territory). 8: Assess Performance Walkme does even more than just providing feedback and assessing performance through SmartTip validation. The step-by-step model of Walk-thrus means that users aren’t missing any steps of a process, and are completing a process correctly each and every time! A way to let users know they have completed a process successfully is to provide a “Toast” message, congratulating the user at the end of a workflow and helping them celebrate their success in completing the process. (Fig 6. A “Toast” popup after successfully completing a Walk-Thru in ZoomInfo, celebrating the user’s success and letting them know the process is complete).
9: Enhance Retention and Transfer to the Job A major benefit of Walkme, is that this step is already done as soon as they complete a Walk-Thru. There is no need to step outside of the LMS or webinar and try to take what they’ve learned to the CRM or HRM. They’ve already completed the action on-the-job, completely independent of trainers, managers or their peers. The employees also know exactly where to go if they need help performing the process again, leading to increased independence and success within the platform. So, while many may still be ride or die for virtual or instructor led demos for systems and platform training, it’s hard to ignore the mounting evidence of the effectiveness of Digital Adoption Platforms. And even harder to ignore the hundreds of thousands of users who are independently experiencing Gangé’s 9 Events of Instruction with every single step-by-step workflow they complete! "It is the most talented, not the least talented, who are continually trying to improve..." - Crucial Conversations Coming into L&D from being a French translator for nearly a decade, it was always part of my daily routine to improve my skills. A second language is a skill that can run through your hands like sand if you aren't constantly packing tighter with improved grammar, vocabulary, and experience. This constant desire to improve really carried over into my L&D career. L&D professionals are constantly trying learn as many traditional instructional design and education best practices, while at the same time mastering the newest tools, tricks, and functionality to enhance learner experience. I always wanted to create the coolest game in storyline, or create the most engaging course that everyone loved and also hit all if Gagne's 9 Events of Learning. When I began my career as a digital adoption professional, I attended Walkme University and became a certified Salesforce builder. Walkme University provided a terrific foundation and I felt comfortable jumping into my first few builds. After a few months of building simple step-by-step processes in Salesforce, I started to look for opportunities to not just walk a user through a linear process, but to actually solve for pain points and issues. This is where I started trying to be as creative and solution-driven as possible. My very first and one of my favorite creative and "gamified" solutions that I came up with was when I worked for Robert Half International and created a fun way to automate steps by auto-selecting search criteria for the Recruiters using the tool. These automated searches were also strategic initiatives to recapture business and place candidates in fantastic jobs! Here is a video of the solution! |