Nobody Wants To Feel Stupid – How To Improve Digital Adoption?
March 20, 2018
Do you know the feeling when someone is all exited and shares you a great idea? They explain how a new process or a digital service will change the future of your workplace. However, you are struggling to understand what they mean. The well-reasoned message from an authority makes you doubt your own abilities and makes you feel a little stupid.
I sure know the feeling – as a receiver and a creator of such messages. We are often so pumped up when talking about new ideas that we forget the listener’s reality. One’s expertise in subject matter tends to be a more limited and less theoretical than the creator’s.
This is the case especially what comes to Today’s most misused term ‘digitalization’. The term is quite obscure yet containing some great value propositions. As almost everyone defines the term differently, the message is incoherent – especially to users of new technology, who in the end are the ones trying to reclaim the value propositions. The people driving the change are so busy in focusing in their own greatness, that they forget to invest time and effort needed in users’ digital adoption. As a result, the employees of companies find themselves being lost in the world of digital transformation.
How to Improve Digital Adoption?
It is clear that the biggest megatrend of our time affects all companies and brings renewed processes and modern technology to workplaces faster than ever. Traditional training models are too far from users’ daily routines in order for them to adopt to the change. If training is only offered in class rooms beforehand, it easily remains on a general level. In practice, it means that the users are not equipped to change their daily habits.
The solution to the problem is to integrate training to the actual work. Generally accepted research states that employees learn 10% from trainings, 20% from mentors and 70% when actually working. With digital services this means that training and user support needs to be integral part of the application’s user experience. This ensures that user gets the necessary knowhow and support straight from the user interface as they go.
The experts of digital transformation claim the change to be around the people rather than the technology. In our opinion, it is time to start using the technology to support the users through the change. By integrating training and support to business application’s user experience, the user who is in center of the digital transformation does not have to feel stupid anymore.