How to increase User Adoption of Software via intelligent Performance Support
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The document discusses the importance of software adoption in the context of digital transformation and presents strategies for enhancing end-user adoption. Key factors for achieving high adoption include providing how-to knowledge, minimizing complexity, and leveraging intelligent user assistance within the workflow. It emphasizes the need for new learning paradigms and tools, such as digital assistants, to facilitate user enablement and drive measurable improvements in key performance indicators.
How to increase User Adoption of Software via intelligent Performance Support
- 1. PUBLIC Increase Enduser Adoption of Software DR. BERND WELZ | EVP and Chief Knowledge Officer | @BerndWelz Learntech | 31. Januar 2019
- 2. 2PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ The Digital Transformation changes how we work in the future and impacts all employees.
- 3. 3PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Software is a key-driver of the transformation – however it needs to be adopted!
- 4. 4PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ How do we achieve fast and high Adoption? Adoption Innovators Early Adopters Early Majority Late Majority Laggards Supporting Factors • How-To knowledge • Low complexity • Trialability • Clear advantage
- 5. 5PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ User adoption is the most important factor for realizing value Source: Achieving Enterprise Software Success, research study by TSIA, Neochange, SandHill.com 6% 7% 16% 72% Process alignment Organizational change Software functionality Effective user adoptionEffective user adoption
- 6. 6PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
- 7. 7PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ A new paradigm has arrived for user enablement and adoption • Learning on stock • Outside the work context Classical learning Intelligent user assistance • In the flow of work • In the moment of need
- 8. 8PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Intelligent user assistance “in the flow of work” Get help, learn or use a digital assistant in the flow of work in a unified user experience Contextual Help Digital Assistant Learning New paradigm Unified User Experience In the flow of work
- 9. 9PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Contextual help Explanations of screen elements directly in-app with SAP Web Assistant Help
- 10. 10PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Guided Tours Step-by-step process guidance directly in-app with SAP Web Assistant Digital Assistant
- 11. 11PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Embedded Learning Onboarding and continuous learning with Web Assistant – SAP Enable Now Standard content can be edited or enhanced via SAP Enable Now Learning
- 12. 12PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Further example how to drive user adoption Personal Recommendations in SAP SuccessFactors Learning
- 13. 13PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ SIMULATION ENGINE PARTICIPANTS 1 Customer and supplier behavior algorithms 1 Business decisions 2 Simplification of administrative tasks 2 Business analytics 3 Time acceleration 3 End-to-end process colalboration Further example how to drive user adoption Learn SAP by playing the business simulation inside SAP S/4HANA
- 14. 14PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Outlook to the future: ChatBots and conversational digital assistants Learning Advisor on SAP Learning Hub Chatbot advises learners on the best learning journey SAP CoPilot Turn Conversations into Actions with SAP CoPilot Show me actual vs planned revenues for Canada. Okay, here is the revenue analytics of Canada. Conversational User Experience (UX) enabling natural language interaction Self Learning system using machine learning functionality to gain knowledge Business Context Awareness understanding the business situation
- 15. 15PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Understand the business value of end-user enablement: plus 50% greater improvement across KPIs * Update your Learning Architecture & Learning Culture! Identify how to apply intelligent user assistance “in the flow of work” Call to Action * Source: IDC White Paper, sponsored by SAP, How Much Is Enough? Defining How Much Training Is Required to Achieve Maximum Business Value, August 2018 More Info: www.sap.com/education
- 16. 16PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Further Info & Links • SAP Education on SAP.com • Blog: Learning on-Demand & in the Work-flow with Digital Assistants • Bob by B. Mosher: Ten Seconds: Performance Support in Two Clicks • Education NewsCast 013 Performance Support (Podcast) • #NextLearning Blogparade