What is a Digital Adoption Platform?

A digital adoption platform (DAP) is software that integrates completely with a host application in order to help the user learn the application. The digital adoption platform uses walk-throughs, videos, self-help menus, and more to guide the user through every aspect of the application.

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Overview of Digital Adoption Platforms

Digital adoption platforms (DAPs) are a type of digital adoption solution that integrates fully with enterprise applications. The software walks users through different parts of the application, offering step-by-step instructions to help them complete specific tasks.

Self-Help

Guided walk-through with Whatfix DAP

DAPs also have self-help menus with links to articles, videos, and guided walk-throughs so that users can effectively learn every aspect of the application.

What Is the Role of a Digital Adoption Platform?

The role of a DAP is to facilitate digital adoption, either by customers or within a company. DAPs help people quickly and easily learn to use new technology by guiding them throughout the application and offering extensive resources to answer any questions. The software helps ensure that users won’t get stuck when trying to learn certain tasks in the platform and won’t overlook vital features.

Why Is a Digital Adoption Platform Important?

Inappropriate software use and issues with onboarding and other user processes cause more than 91% of enterprise software errors. Digital adoption platforms help prevent user error in the application by walking people step-by-step through different processes and tasks.

DAPs also help increase end-user adoption. When you invest in new technology for your company or as part of your product, you want your customers and employees to use the technology to its fullest extent. DAPs show people each feature of the technology and how to use it. This helps ensure that your company gets maximum value (and therefore maximum ROI) from the application.

What Are the Benefits of Implementing a Digital Adoption Platform?

One of the top benefits of digital adoption platforms is increasing end-user adoption rates. Dimensions UK, a British nonprofit, increased its three-month user-adoption rate from 10% to 50% using Whatfix’s DAP. Having a DAP helps ensure that everyone in your company is taking advantage of the new technology and that your customers see maximum value from tech investments in your product.

Other benefits of DAPs include:

Decreased onboarding and training time

Decreased content-creation time for training materials

Fewer IT support tickets, thanks to self-help options

Insight into how people are using your application, in the form of user analytics

Decreased time to value for customers, which helps increase customer satisfaction

How to Leverage a DAP to Increase Software Adoption

Different types of digital adoption platforms fall under two overarching use cases: digital adoption within your company, and customers’ adoption of your product.

  • Using a DAP within the company:  Implement a DAP within your company to help onboard and train employees to use new technology. Create task lists and microlearning plans to keep employees on track and ensure that they learn the most essential features for their work. Monitor user analytics to see whether employees are getting stuck, and create additional walk-throughs or self-help articles, if needed.
  • Using a DAP with customers:  For enterprise application software, first-year adoption rates are often just 30-40%. Leveraging a DAP can help prevent customer frustration. Integrate the DAP with your knowledge base so customers have access to self-help materials and can find answers to their questions without waiting for support tickets. Check analytics regularly. This will help you find out where customers are having trouble so you can add to the knowledge base or set up alerts to guide users to relevant self-help materials.

Which Digital Adoption Platforms Are the Best?

There are many digital adoption platforms to choose from. For this list, we looked for the most highly rated DAPs and for ones that offered the widest selection of helpful features for business applications.

Here are some of the best digital adoption platforms:

  1. Whatfix: Offers contextualised guidance, surfacing relevant walk-throughs and self-help materials based on the user’s role and where they are within the application.
  2. Appcues: Fully integrates with your product, so guidance appears native, and customers have a consistent experience throughout the app.
  3. Userlane: Offers in-app communication so you can send messages directly to users to provide support, ask for feedback, or promote new features.
  4. WalkMe: Provides insights and analytics across multiple applications so you can see exactly where users are struggling, allowing you to develop an appropriate digital adoption strategy.

Digital Adoption Platforms for Enterprises

Enterprise businesses need digital adoption platforms to reduce the workload on customer support staff and ensure that employees fully embrace any internally adopted technology. To achieve this, a DAP built for enterprises must work within high-volume, multifeature applications.

Whatfix, for example, is engineered to increase adoption for multiple enterprise software solutions, including Salesforce, Workday, and ServiceNow. Whatfix’s DAP can handle the volumes of users and the numerous use cases that enterprise-scale software serves.

Digital Adoption Everywhere

Enterprises often have multiple interrelated applications, each of which has a variety of features. Enterprise software users need a way to find relevant self-help materials wherever they are. Digital adoption platforms like Whatfix address this problem by employing “digital adoption everywhere.”

“Adoption everywhere” means users can access learning materials from anywhere in the application. The DAP will surface walk-throughs, articles, and videos directly relevant to the user’s role and where they are in the application. This saves the user from having to search through unrelated sections of the knowledge base to find help.

In addition, when you create content with Whatfix, the software automatically generates the content in multiple formats, including articles, slideshows, and walk-throughs. Employees or customers can easily access self-help materials wherever they are, in the form that is easiest for them.

The Impact of Low Digital Adoption on TCO for Enterprise Software

Though the impacts of low digital adoption rates can be hard to calculate, low adoption has significant negative effects on the total cost of ownership (TCO) for enterprise software. TCO includes direct costs, such as hardware and monthly payments for the software. It also covers indirect costs, such as the time and personnel needed to train employees.

Low adoption rates lead to an increased cost of ownership as a result of the following:

  • Increased retraining costs after initial adoption fails
  • Cost of developing features that remain unused
  • Higher workload for customer support staff
  • Low ROI for technology that would increase efficiency and reduce operational costs
  • Lost productivity from the employee trying to learn the new technology
  • Lost productivity from managers and other employees offering support and training

 

Implementing a digital adoption platform can help mitigate these impacts and decrease the total cost of ownership.

How to Choose the Right Digital Adoption Platform

Choosing a DAP that is specific to the needs of your organisation can be a complicated task. The best method is to consider the potential features of a digital adoption platform and choose the platform that offers features that address your business’s core concerns.

To make this easier, we put together a list of features to consider when choosing a platform for your company:

Choosing The Right DAP

Strategies to Implement a DAP

Implement your digital adoption platform successfully and effectively by following these simple strategies:

  • Educate employees about the adoption.  Talk to employees about the new technology you are adopting and the digital adoption platform you’ll use. Educate them on the benefits of a DAP and the increased access to self-help materials that it will provide.
  • Integrate your existing knowledge base.  Save time on content creation by integrating your current articles into the digital adoption platform. The DAP can then access these materials and surface them in-app, where it is relevant for the user.
  • Monitor user analytics.  Watch how employees are using the DAP, and see where in the application they are still struggling. Use this information to create additional content and help streamline the onboarding and training processes for other users.
  • Ask for feedback.  Use in-app surveys to see what employees think of the digital adoption platform and how you can improve it. Ask whether there are features or topics where employees would like to see more training content.

The Role of a Digital Adoption Manager in the Successful Implementation of a DAP

One other key strategy for implementing a DAP is to designate a digital adoption manager. This role oversees the implementation of new technology within the company and ensures that the process goes smoothly. This includes oversight of a digital adoption platform.

A digital adoption manager serves as a single point of contact for employees during the transition. The manager would explain the platform and collect user analytics and feedback to make recommendations to upper management. A digital adoption manager helps with the successful implementation of a DAP and ensures that regular updates are made to training materials to continually improve training.

How Digital Adoption Platforms Improve Remote Work

Digital adoption platforms are invaluable for distributed or fully remote teams. Here are a few of the ways a DAP can help with remote work:

  • A DAP enables asynchronous onboarding. A DAP can help onboard new employees by providing training the employee can access wherever they are. This cuts down on the need for remote managers to lead video training sessions, and it allows new employees to learn at their own pace.
  • Analytics provide in-depth insight for managers. With remote teams, it can be harder to tell when an employee is struggling. DAP analytics offer insight into where team members are having trouble, so managers can provide personalised support.
  • Task lists and microlearning plans provide structure. Ensure that your remote employees stay on track with training by assigning task lists or microlearning plans. Managers can see what tasks employees have completed, and they can send nudges or reminders in-app if necessary.
  • DAPs integrate with your LMS to support professional development. Offer personalised course suggestions from your learning management system (LMS) to encourage employee learning. Use DAP analytic capabilities to track course progress and completion.

 

Learn more about how digital adoption platforms simplify remote work.

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