Digital Adoption in Action: Lessons from an Early Adopter at Boston Scientific
Digital adoption is a rapidly growing area, transforming how companies leverage technology to enhance productivity, improve efficiency, and engage users. However, as an emerging field, many organizations face significant challenges when it comes to implementing and scaling these solutions. To gain insights into how digital adoption works in practice, we turned to Kerrie from Boston Scientific, who shared her team’s journey with us. With a diverse, global workforce and complex processes, Boston Scientific took a bold leap into digital adoption—and the results speak for themselves.
The Need for Digital Adoption
Boston Scientific is a global leader with over 16,000 products and operations in more than 130 countries. In an organization of this size, ensuring compliance, quality, and user satisfaction while managing complex systems can feel overwhelming. Kerrie and her team realized that their employees needed easier access to critical information and processes to do their jobs effectively. This need led them to explore digital adoption tools, with the goal of enhancing productivity and reducing errors in real-time.
“We wanted a way to provide our users with all the information they need directly within our system, without them having to go somewhere else for work instructions or process guidance,” she explained. “The goal was to help users avoid rework by flagging issues in real-time, ensuring that problems were addressed as part of the process, not after the fact.”
Key Successes and Quantifiable Benefits
Eighteen months into their digital adoption journey, she shared several key outcomes that exceeded their expectations. For one, time savings became one of the most measurable benefits. Previously, employees would spend time searching for instructions or waiting for support. Now, they have instant access to critical information right within their workflow, cutting down the time spent on tasks and eliminating bottlenecks.
“We estimate the time saved by eliminating the need to search for instructions, or by having a quick tooltip pop up when users need to know what a field means in the system,” she said. “These small time savings add up significantly, helping us achieve efficiency gains across the board.”
Moreover, the digital adoption tool has helped improve quality and reduce error rates. The ability to flag potential errors before they happen has cut down on costly rework, increasing both user satisfaction and operational efficiency.
Another significant result came in the form of engagement. By incorporating a fun, approachable persona for their digital adoption tool—a robot named Nimble—her team successfully built a connection with users, making the technology feel less intimidating and more accessible.
“We wanted to make the technology more human. Users love Nimble, and it’s become a great way to get them to engage with the system and see the benefits of digital adoption firsthand,” she explained. “It’s not just about efficiency—it’s about making it a better experience for our users.”
Building a Strong Team and Adaptability
When asked about what contributed to their successful implementation, she highlighted the importance of a skilled, dedicated team. Digital adoption isn’t a “set-it-and-forget-it” solution; it requires constant attention, content updates, and adjustments based on user feedback. To ensure long-term success, Boston Scientific’s digital adoption team is made up of subject matter experts who understand both the system and the needs of the users.
“We spent a lot of time learning how to use the tool properly, ensuring that we could leverage its full capabilities,” she said. “But it’s not just about using the tool—it’s about having a clear process in place to continuously develop and deliver new content, track progress, and respond to user needs.”
Adaptability has been key. She shared that not all of their initial assumptions were correct, and some pieces of content that were meant to solve problems didn’t have the desired effect. “You have to be willing to tweak things and change your approach based on what you learn,” she said. “Nothing is set in stone. The flexibility of the tool allowed us to adjust quickly, which kept the implementation process smooth.”
Key Takeaways for Digital Adoption Beginners
Carrie offers several key pieces of advice for organizations considering a digital adoption initiative:
- Build a Dedicated Team
“Develop a skilled, dedicated team before you start,” She advises. “This will ensure that you have the right people in place to support users and make the most out of the tool. The upfront investment in training and system knowledge will pay off in the long run.” - Be Flexible and Adaptable
Flexibility is essential to success. She recalls moments when the team’s assumptions didn’t match user expectations. “Expect the unexpected. You’ll encounter challenges and surprises, but the key is to learn from them and iterate quickly,” she explained. “Nothing is set in stone. The tool allows us to adapt and change things as we learn.” - Engage with Your Users
Continuously engaging with users helps ensure the content remains relevant. “Our users have great ideas—they know what will help them. Engaging with them helps reduce the risk of developing inefficient content and increases trust in the system,” Carrie noted. “We take feedback seriously and make changes based on their needs.” - Leverage Creativity
Creativity plays a crucial role in solving problems. “There are always multiple ways to achieve your goals,” She said. “Play around with different solutions until you find what works best for your system and users.”
The Future of Digital Adoption
Looking ahead, Carrie is excited about the growth potential for digital adoption technology. Despite its infancy, digital adoption tools continue to evolve, offering new features and capabilities that create even more opportunities for organizations to improve their operations.
“The future of digital adoption is incredibly exciting,” she said. “As the technology develops, we’re always looking for new ways to leverage it to create even more value for our users.”
Boston Scientific’s journey highlights how digital adoption can create measurable improvements in efficiency, user satisfaction, and quality. With a focus on continuous learning, adaptability, and user engagement, the team is already seeing the benefits and is poised for even greater success in the future.
Key Points and Quotes:
- Time Savings: Instant access to instructions and tools leads to significant time savings. “These small time savings add up significantly, helping us achieve efficiency gains across the board.”
- User Engagement: The use of a friendly, approachable persona (Nimble the robot) increased user engagement. “We wanted to make the technology more human. Users love Nimble, and it’s become a great way to get them to engage with the system and see the benefits of digital adoption firsthand.”
- Skilled Team: A dedicated team with subject matter expertise is essential. “Develop a skilled, dedicated team before you start. This will ensure that you have the right people in place to support users.”
- Adaptability: Flexibility is crucial. “Expect the unexpected. You’ll encounter challenges and surprises, but the key is to learn from them and iterate quickly.”
- User Feedback: Continuously engage with users for valuable insights. “Our users have great ideas—they know what will help them.”
Conclusion
As organizations strive to stay ahead of the curve in the digital age, adopting new technologies is not just about the tools themselves—it’s about the people who use them. The journey of digital adoption at Boston Scientific showcases how with the right mindset, dedicated team, and continuous adaptation, companies can not only streamline processes but also enhance user engagement and satisfaction. The lessons learned here emphasize the importance of flexibility, creativity, and listening to user feedback. As digital adoption technology continues to evolve, its impact on efficiency, error reduction, and user satisfaction will only grow, paving the way for a more streamlined and effective future in the workplace.