Digital adoption platform

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A digital adoption platform (DAP), also known as digital adoption solution, [1] is an automated software tool layered on top of an enterprise application or digital product [2] . A DAP is used to achieve higher adoption rate. It achieves that by guided onboarding (e.g. with guided walkthroughs on how to use the application) and providing insights into users' interaction with the application interface. [3]

Contents

Components

A digital adoption platform is an interface between users and a digital application. A DAP provides automated in-app user guidance with the help of interactive walkthroughs, step-by-step overlays, self-help menus, and contextual information as the user navigates through the application. DAP captures user engagement and workflow information on the backend, which can then be accessed by the organization using analytics. [4]

Use cases

Employee onboarding

DAP helps new employees learn how to use the application on the job while they complete tasks using real-time, in-app guidance. [5] DAP can also be considered when an application is newly introduced, upgraded, or consolidated. Customized and contextual automated support provided by a DAP reduces manual support and offline training dependency. [6] [7] [8]

The organization can obtain insights into the effectiveness and efficiency of its application ecosystem, enabling it to understand and fix the shortcomings in its workflows. [9] Businesses can identify application components resulting in sub-optimal employee experience and low productivity and then make the necessary reconfiguration or decide on further employee training. Usage of DAP has reportedly increased user retention and engagement rate, product adoption, and return on investment on internal applications. [1] [10]

User onboarding

DAP helps new users of a digital product to achieve their Aha moment and help them get their job done (see Jobs to be done framework), using active guiding methods (such as Guided Product Walkthrough, User Onboarding Checklist) or passive guided methods (such as Hotspot Beacons).

The Return on investment is on increased Customer retention. On mobile applications, customer retention rate goes down to around 3% after 30 days post-installation [11] [12] . Nearly 25% users will abandon a mobile application after using it just once. [13] This is an issue because there is a direct link between profitability of a company and the user churn rate. [14]

Challenges

Segmentation

Different employees of an organization may have different levels of experience in using enterprise software. The DAP, therefore, needs to deliver targeted and segmented guidance to ensure that the user experience does not get impacted by excessive or inadequate guidance information. [15] [16]


See also

Related Research Articles

Customer relationship management (CRM) is a process in which a business or another organization administers its interactions with customers, typically using data analysis to study large amounts of information.

<span class="mw-page-title-main">Intranet</span> Network of private resources in an organization

An intranet is a computer network for sharing information, easier communication, collaboration tools, operational systems, and other computing services within an organization, usually to the exclusion of access by outsiders. The term is used in contrast to public networks, such as the Internet, but uses the same technology based on the Internet protocol suite.

Staffing is the process of finding the right worker with appropriate qualifications or experience and recruiting them to fill a job position or role. Through this process, organizations acquire, deploy, and retain a workforce of sufficient quantity and quality to create positive impacts on the organization's effectiveness. In management, staffing is an operation of recruiting the employees by evaluating their skills and knowledge before offering them specific job roles accordingly.

Business software is any software or set of computer programs used by business users to perform various business functions. These business applications are used to increase productivity, measure productivity, and perform other business functions accurately.

Enterprise content management (ECM) extends the concept of content management by adding a timeline for each content item and, possibly, enforcing processes for its creation, approval, and distribution. Systems using ECM generally provide a secure repository for managed items, analog or digital. They also include one methods for importing content to manage new items, and several presentation methods to make items available for use. Although ECM content may be protected by digital rights management (DRM), it is not required. ECM is distinguished from general content management by its cognizance of the processes and procedures of the enterprise for which it is created.

Employee scheduling software automates the process of creating and maintaining a schedule. Automating the scheduling of employees increases productivity and allows organizations with hourly workforces to re-allocate resources to non-scheduling activities. Such software will usually track vacation time, sick time, compensation time, and alert when there are conflicts. As scheduling data is accumulated over time, it may be extracted for payroll or to analyze past activity. Although employee scheduling software may or may not make optimization decisions, it does manage and coordinate the tasks. Today's employee scheduling software often includes mobile applications. Mobile scheduling further increased scheduling productivity and eliminated inefficient scheduling steps. It may also include functionality including applicant tracking and on-boarding, time and attendance, and automatic limits on overtime. Such functionality can help organizations with issues like employee retention, compliance with labor laws, and other workforce management challenges.

Employee retention is the ability of an organization to retain its employees and ensure sustainability. Employee retention can be represented by a simple statistic. Employee retention is also the strategies employers use to try to retain the employees in their workforce.

<span class="mw-page-title-main">WalkMe</span> American web-based software company

WalkMe Ltd. is an American multinational software-as-a-service (SaaS) company, with headquarters in San Francisco, California. Its digital adoption platform (DAP) was recognized in Everest Group's PEAK Matrix Assessment of DAP vendors as the leading DAP product. Alongside its headquarters in San Francisco, the company has offices in Raleigh, North Carolina; Tel Aviv, Israel, and a global footprint including the United Kingdom, Australia, and Japan.

User onboarding is the process of improving an individual's requirements and success with a product or service. This term is often used in reference to software products, and it can be done in a manual or automated way. It is the process through which new software is designed such that new users are provided and acquire the necessary knowledge, skills, and behaviors in order to become “up and running” and effective users of website, app, or software service.

Customer success, also known as customer success management or client advocacy, is a business strategy focused on helping customers achieve their goals when using a product or service. It involves providing support and guidance to ensure customers get value from their investments. This approach aims to reduce customer churn and create opportunities for additional sales. As a specialized form of customer relationship management, customer success management focuses on implementing strategies that result in reduced customer churn and increased up-sell opportunities.

Robotic process automation (RPA) is a form of business process automation that is based on software robots (bots) or artificial intelligence (AI) agents. RPA should not be confused with artificial intelligence as it is based on automotive technology following a predefined workflow. It is sometimes referred to as software robotics.

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<span class="mw-page-title-main">Whatfix</span> Digital adoption platform in India

Whatfix is an Indian SaaS (Software-as-a-Service) company, headquartered in San Jose, California, United States and Bengaluru, Karnataka, India. It offers GenAI-driven product suite that supports the application lifecycle, from ideation to training and deployment. The suite includes the Digital Adoption Platform(DAP), which provides in-app guidance for web, desktop, and mobile applications; Product Analytics, a no-code tool for tracking user behavior and adoption; and Mirror, which enables simulated application environments for hands-on training. Whatfix has been included in several analyst reports, such as the 2024 Everest Group Digital Adoption Platform PEAK Matrix®, where it was listed as a Leader and Star Performer, and the 2024 IDC MarketScape: Worldwide DAP Vendor Assessment. Additionally, it was named a Customers’ Choice in the 2024 Gartner® Voice of the Customer Report and was recognized in Forrester’s 2022 New Wave™: Digital Adoption Platforms report.

<span class="mw-page-title-main">UiPath</span> Romanian-American developer of robotic process automation software

UiPath Inc. is a global software company that makes robotic process automation (RPA) software. It was founded in Bucharest, Romania, by Daniel Dines and Marius Tîrcă. Its headquarters are in New York City. The company's software monitors user activity to automate repetitive front and back office tasks, including those performed using other business software such as customer relationship management or enterprise resource planning (ERP) software.

Microsoft Kaizala was a secure messaging and work management software application for collaboration among users inside and outside of organizations, including the ability to send and receive instant messages, coordinate tasks, and submit invoices. It was launched in India in 2017, thereafter expanded to 28 countries, and was launched globally in April 2019 as part of the Office 365 package. It was available internationally, except in a few countries as a free Android, iOS, and web application. Kai zala is a Marathi phrase that means "What happened?"

Oracle Cloud Human Capital Management is a cloud-based HCM software application suite for global HR, talent, and workforce management released by Oracle Corporation in 2011.

<span class="mw-page-title-main">Microsoft Power Platform</span> Family of business software products

Microsoft Power Platform is a collection of low-code development tools that allows users to build custom business applications, automate workflows, and analyze data. It also offers integration with GitHub, Microsoft Azure, Microsoft Dynamics 365, and Microsoft Teams, amongst other Microsoft and third-party applications.

Canada Digital Adoption Program (CDAP) was a Canadian government initiative aimed at helping small and medium-sized businesses (SMBs) adopting digital technologies.

References

  1. 1 2 Hilbert, Melissa (21 May 2019). "Increase Sales Productivity With Digital Adoption Solutions". Gartner . Retrieved 28 March 2022.
  2. ↑ "Gartner". Digital Adoption Platforms Reviews and Ratings. Retrieved 2024-12-19.
  3. ↑ Berman, Marc (24 April 2022). "Digital Transformation With a Digital Adoption Platform". Programming Insider. Retrieved 2 October 2022.
  4. ↑ "Overlay technologies – opportunities and limits | insights. magazine". insights.tt-s.com. Retrieved 28 March 2022.
  5. ↑ Sundarason, Raj (2021). The DAP Strategy: A New Way of Working to De-Risk & Accelerate Your Digital Transformation. Dap Publishing Pte Limited (published October 27, 2021). ISBN   9789811816499.
  6. ↑ "Adding a digital adoption platform for enterprise software users: What you need to know". MSDynamicsWorld.com. Retrieved 28 March 2022.
  7. ↑ "Digital Adoption Platform is essential to the new way of working". Hindustan Times . Retrieved 28 March 2022.
  8. ↑ Alex, Moira (8 January 2021). "How digital adoption solutions will improve employee usage, engagement, and productivity in 2021". TechRepublic . Retrieved 28 March 2022.
  9. ↑ "Five must-known learnings from The Digital Adoption Drive report". UNLEASH. 11 August 2022. Retrieved 2 October 2022.
  10. ↑ "How Digital Adoption Platform Helps in Digital Transformation". Express Computer . 19 March 2021. Retrieved 28 March 2022.
  11. ↑ "5 Tips on Reducing the Customer Churn Rate with an Effective Onboarding Process". Usetiful Blog. 2024-12-19. Retrieved 2024-12-19.
  12. ↑ Ceci, Laura (January 2024). "Retention rate on day 30 of mobile app installs worldwide in 3rd quarter 2023, by category". Statista. Retrieved 2024-12-19.
  13. ↑ Chapin, Bree. "First Impressions: A Guide to Onboarding UX". Toptal. Retrieved 2024-12-19.
  14. ↑ Aurélie_1, Lemmens_2, Lemmens_1, Gupta_2. "Managing Churn to Maximize Profits" (PDF). Harvard Business School. Retrieved 2024-12-19.{{cite web}}: CS1 maint: multiple names: authors list (link) CS1 maint: numeric names: authors list (link)
  15. ↑ "Digital Adoption Drive: Unlock the Full Potential of Your HR Tech Stack". UNLEASH. 30 March 2021. Retrieved 2 October 2022.
  16. ↑ Lepofsky, Alan (12 May 2017). Digital Adoption Platforms. Constellation Research. Retrieved 17 April 2022.
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