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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. A DAP is used for onboarding users, guiding them on how to use the organization's application, and gaining insights into users' interaction with the application interface. [2]
A digital adoption platform is an artificial intelligence-driven interface between employees of an organization and the suite of applications and software used by the organization in its daily operations. [3] 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] [5]
Advanced DAPs are often built with low-code or no-code development tools, allowing businesses to make guidance and engagement workflows without altering the underlying software code. [6]
DAP helps new employees learn how to use the application on the job while they complete tasks using real-time, in-app guidance. [7] 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. [8] [9] [10] [11]
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. [12] Businesses can identify application components resulting in sub-optimal user experience and low productivity and then make the necessary reconfiguration or decide on further employee training. [13] Usage of DAP has reportedly increased user retention and engagement rate, product adoption, and return on investment on internal applications. [1] [3] [14] [15]
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. [16] [17]
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.
Business process automation (BPA), also known as business automation, is the technology-enabled automation of business processes. It can streamline a business for simplicity, achieve digital transformation, increase service quality, improve service delivery, or contain costs. BPA consists of integrating applications, restructuring labor resources, and using software applications throughout the organization. Robotic process automation is an emerging field within BPA.
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An intranet portal is the gateway that unifies access to enterprise information and applications on an intranet. It is a tool that helps a company manage its data, applications, and information more easily through personalized views. Some portal solutions are able to integrate legacy applications, objects from other portals, and handle thousands of user requests. In a corporate enterprise environment, it is also known as an enterprise portal.
Business process management (BPM) is the discipline in which people use various methods to discover, model, analyze, measure, improve, optimize, and automate business processes. Any combination of methods used to manage a company's business processes is BPM. Processes can be structured and repeatable or unstructured and variable. Though not required, enabling technologies are often used with BPM.
Pegasystems Inc. is an American software company based in Cambridge, Massachusetts. Founded in 1983, Pegasystems develops software for customer relationship management (CRM) and business process management (BPM). The company has been publicly traded since 1996 as PEGA (NASDAQ). Pega is a low-code platform for workflow automation and AI-powered decisioning.
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WalkMe 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.
Unified communications (UC) management is essentially the management of unified communications; it refers to the systems used by enterprise organizations to automate their enterprise communications services and the voice network infrastructure that those services run over.
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Whatfix is a SaaS based digital adoption platform that provides organizations with a no-code editor to create in-app guidance and self-help support on any application that looks 100% native. The platform enables companies to create interactive walkthroughs, product tours, user onboarding checklists, smart tips, field validation, self-help wikis, hotspots, and more. Its advanced product analytics empower organizations with the data to understand how users are engaging with their applications and software products.
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