spc100: beyond deployment, how can it inspire, motivate and drive sustainable adoption?

Beyond Deployment: How Can IT Inspire, Motivate And Drive Sustainable Adoption ?Dux Raymond Sy Steve Caravajal Cyrielle Simeone Customer Strategy VP Architect & Strategist Product Manager AvePoint MicrosoftMicrosoft

Cyrielle Simeone@cyriellesimeone

Who are we?

Customer Strategy & Solutions Vice President, AvePointdux.sy@avepoint.com

Deployment, Adoption and Readiness Team, Office Technical Marketing Group, Microsoftcsimeone@microsoft.com

Passionate about new technologies, user adoption and making our customers successful.

Digital Strategy & ArchitectureDirector, Microsoftsteve.caravajal@microsoft.com

Steve Caravajal, Ph.D.@stevetheprof

Dux Raymond Sy@meetdux

DeveloperExecutiveIT ProfessionalOtherPower User

14%

8%

5%

52%

21%

Who do we think you are?

IT Professional

SITUATION TODAY & CHALLENGESYour success is measured by

long term user adoption

Deployment is not enough

Training alone is not working

Driving adoption is hard and it takes time

SESSIONOBJECTIVES

Provide best practices &

guidance

What do you need to be successful

Where to begin and how to proceed

Resources and programs available

What do you need to be successful?Common attributes to success

1. A deep understanding of the business goals, as well as people challenges and needs to achieve them.

2. A solution that people love and that helps them achieve business goals and get things done more effectively.

3. A strategy to drive adoption including communications, readiness and community.

4. A benchmark, KPIs and success stories to help demonstrate success internally, improve and expand.

What do you need to be successful?Common attributes to success

1. A deep understanding of the business goals, as well as people challenges and needs to achieve them.

2. A solution that people love and that helps them achieve business goals and get things done more effectively.

3. A strategy to drive adoption including communications, readiness and community.

4. A benchmark, KPIs and success stories to help demonstrate success internally, improve and expand.

BUSINESS-DRIVEN IT PRINCIPLESCreate and implement solutions

that solve business problems

with success measured by user

adoption Work closely with the business

Translate technology into business value

Map capabilities into a solution

DEFINE A VISION

Define how technology will

transform how people work

together

Envision where you want to be

Identify business challenges

Showcase: Winning User Adoption Strategies from Best Buy, Nationwide Insurance & Trek Bikes (SPC209)

Tuesday, March 04 2014 1:45 PM – 3:00 PMDux Raymond Sy (AvePoint); Matthew Ruderman (Best Buy); Sarah Haase (Best Buy); Steve Novoselac (Trek Bicycle Corporation); Chris Plescia (Nationwide Insurance)

Business Problem Example:

Engaging employees, finding and sharing information is slow and not effective

What are your business goals and how do you prioritize them?

What are the main challenges and pain points you are facing when trying to achieve them?

What is keeping our people from communicating more effectively?

What are the technical blockers impeding success?

Questions to ask…

Yammer Success Center Resources• Vision Template

1. A deep understanding of the business goals, as well as people challenges and needs to achieve them.

2. A solution that people love and that helps them achieve business goals and get things done more effectively.

4. A benchmark, KPIs and success stories to help demonstrate success internally, improve and expand.

3. A strategy to drive adoption including communications, readiness and community.

What do you need to be successful?Common attributes to success

DEFINE YOUR SOLUTION

Put users at the center of the

experience

Focus on the user experience

Make the solution belongs to users

Ask people about areas for improvements

SIMPLIFY & START SMALL

Break down your approach into

incremental steps

Identify “low hanging fruits” to begin withKeep it simple to avoid overwhelming people

Get the right team for your pilot

Videohttp://1drv.ms/1gCW3rB

Does your solution match these factors*?Rogers defines several intrinsic characteristics of innovations that

influence an individual’s decision to adopt or reject an innovation.

Everett M. Rogers (March 6, 1931 – October 21, 2004) was a

communication scholar, sociologist, writer, and teacher. He is best

known for originating the diffusion of innovations theory and for

introducing the term early adopter. * Source: Diffusion of innovations, Wikipedia

Relative Advantage

1

Compatibility

2

Complexity or Simplicity

3

Trialability

4

Observability

5Yammer Success Center Resources• Use Case Template

What do people want?

SharePoint End-Users Study, April 2013

United States:

8 Focus Groups (4 IT Pros; 4 Users)

6 Individual Interviews (IDIs) (IT Pros)

300 Respondents to Online Survey (users)

Germany:

300 Respondents to Online Survey (users)

Japan:

200 Respondents to Online Survey (users)

Global Approach - Summary

4 4 6 800End Users

Focus Groups (8

people/each)

IT Pros Focus Groups

(8 people/each)

IT Pros IDIs(1:1)

Online Survey(users)

Top SharePoint Benefits (800+ users)

QU

ALI

TATIV

E Im

port

ance

Rati

ng

10% 15% 20% 25% 30% 35% 40% 45% 50% 55%125

150

175

200

225 A new and simpli-fied user experi-

ence

Store and sync your documents

Share your stuff

Keep projects on trackOrganize and keep

teams in sync

Find what you need

Find the right people

Access your stuff from anywhere

X-Axis: L12. Please select up to three features that are MOST appealing. Y-Axis: Qualitative Assessment based on Focus GroupsBase: Total Respondents (N = 783)

QUANTITATIVE Appeal Rating

Source: SharePoint End-User Study, Apr 2013, Microsoft Corporation

Top Tasks Also Differ by Roles & FunctionsEngineering, Research &

DevelopmentOperations, Manufacturing & LogisticsSales, Marketing, PR & Communications

Administration, HR & Legal Services Accounting, Finance & Procurement All

Share best practices across geographies

Gather & process forms from employees

Improve and monitor business processes

Pull data and build financial reports

Align Sales and Marketing teams

Store, sync and share your documents

Source: SharePoint End-User Study, Apr 2013, Microsoft Corporation

Getting StartedUse cases by functions1.Store, sync and share your

content2.Keep everyone on the same page3.Stay on track and deliver on time4.Find what you need5.Find the right people6.Make informed decisions

HROnboard new employeesKeep everyone informed

R&D, Production & OperationsShare your knowledgeBoost business processes

Sales & MarketingMake customers & partners happyEngage your audience onlineAlign your teams

Finance & AccountingCrunch the numbers together

LegalHelp meet compliance needs

Information TechnologyProvide the right supportEmpower people and stay in control

Source: SharePoint End-User Study, Apr 2013, Microsoft Corporation

Summary: Top scenarios

“We want them to love this tool, and part of that is not only listening to employees, but taking that feedback and truly turning it around and implementing that feedback.”

Jeff SchumanNationwide

Nationwide: Building a World-Renowned Intranet with SharePoint 2013 and Yammer (SPC311)

Tuesday, March 04 2014 9:00 AM - 10:15 AMChris Plescia ; James Tsai ; Jeff Schumann ; Matt Huber ; Shawn Domer

1. A deep understanding of the business goals, as well as people challenges and needs to achieve them.

2. A solution that people love and that helps them achieve business goals and get things done more effectively.

4. A benchmark, KPIs and success stories to help demonstrate success internally, improve and expand.

3. A strategy to drive adoption including communications, readiness and community.

What do you need to be successful?Common attributes to success

DRIVE AWARENESS & EXCITEMENTInspire and create anticipation

“If people understand how it’s

going to help them they will

be more motivated to learn it.” Show people what’s in it for them

Involve corporate communications

Leverage sponsors and early adopters

Showcase: Winning User Adoption Strategies from Best Buy, Nationwide Insurance & Trek Bikes (SPC209)

Tuesday, March 04 2014 1:45 PM – 3:00 PMDux Raymond Sy (AvePoint); Matthew Ruderman (Best Buy); Sarah Haase (Best Buy); Steve Novoselac (Trek Bicycle Corporation); Chris Plescia (Nationwide Insurance)

Nationwide: Building a World-Renowned Intranet with SharePoint 2013 and Yammer (SPC311)

Tuesday, March 04 2014 9:00 AM - 10:15 AMChris Plescia ; James Tsai ; Jeff Schumann ; Matt Huber ; Shawn Domer

STAY ENGAGED & “ALWAYS ON”

Rally people around the solution

Establish communication avenues

Seek feedback and act on it

Clearly communicate goals & timeline

Nationwide: Building a World-Renowned Intranet with SharePoint 2013 and Yammer (SPC311)

Tuesday, March 04 2014 9:00 AM - 10:15 AMChris Plescia ; James Tsai ; Jeff Schumann ; Matt Huber ; Shawn Domer

Showcase: Winning User Adoption Strategies from Best Buy, Nationwide Insurance & Trek Bikes (SPC209)

Tuesday, March 04 2014 1:45 PM – 3:00 PMDux Raymond Sy (AvePoint); Matthew Ruderman (Best Buy); Sarah Haase (Best Buy); Steve Novoselac (Trek Bicycle Corporation); Chris Plescia (Nationwide Insurance)

EDUCATE PEOPLE & INCREASE CONFIDENCEKick off a user community

Deliver simple and engaging training

One size doesn’t fit all

Bring people together

Activity: SharePoint Jeopardy

GroomChampionsChampions are not only passionate about what they do, but are also excited to evangelize solutions, and help their peers to learn how to use them.

24% Recognition for expertise and efforts

29% A formal program

55% “It makes my job easier when others around me know how to use SharePoint”

12

%

Cert

ifica

tio

n14

% M

inor

com

pensa

tio

n

How to motivate Champions?

Best Buy: The rise of the ninjas—a SharePoint 2013 user adoption story (SPC296)

Tuesday, March 4, 2014, 3:15 PM-4:30 PM Matthew Ruderman; Sarah Haase

DemoResources availableCyrielle Simeone

1. A deep understanding of the business goals, as well as people challenges and needs to achieve them.

2. A solution that people love and that helps them achieve business goals and get things done more effectively.

4. A benchmark, KPIs and success stories to help demonstrate success internally, improve and expand.

3. A strategy to drive adoption including communications, readiness and community.

What do you need to be successful?Common attributes to success

MEASURE & EXPAND

Showcase success, celebrate,

grow and reiterate

Measure progress against benchmark

Improve solution based on user feedbackAdd more scenarios, one step at a time

Identify KPIs based on desirable outcomes. For example Satisfaction, Usage, and KPIs related to the solution (time to process an order, turn over, etc…).

Evaluate where you are before getting started :establish your benchmark and prepare User Surveys.

Measure progress on KPIs with Analytics and recurring Surveys.

Talk to people, gather success stories and quotes in 1:1 or 1:few interviews and roundtables.

Yammer Success Center Resources• Success Booklet: 31 days of Yammer

Office 365 Adoption Kit• http://aka.ms/o365kit (Employee Satisfaction Survey templates)

What do you need to showcase success?A of mix Qualitative & Quantitative results

How to transform your business?Summary

What Do I Need? Why?

Business Relevant Problem Need For Change

Solution to Problem Path to Change

Champions & Sponsors To Inspire and Drive Change

Implementation and Adoption Plan How to change

GET STARTED TODAY WITH FASTTRACK !Go to http://aka.ms/fasttrackspc

Enter the Promo Code “SPC2014”

Start your Office 365 experience

Provision scenarios to pilot members

Get direct feedback from your users and improve scenarios on your needs

Utilize guided deployment plans and change management resources

MORE RESOURCES AVAILABLEFor end users learning & change

management guidance

Visit the Office 355 Learning Center

Download the Office 365 Adoption Kit

Browse through the Social Journey Resources

It’s all in FastTrack…

Visit www.DiscoverSharePoint.com

Don’t miss the new Discover SharePoint app!http://aka.ms/dspapp

http://aka.ms/o365learning

http://aka.ms/o365kit

http://aka.ms/socialkit

Adoption track at SPCSession Code

Title Speaker(s) Time Room

SPC100 Beyond Deployment: How IT Can Transform the Business and Drive User Adoption?

Cyrielle Simeone (Microsoft)Dux Raymond Sy (AvePoint)Steve Caravajal (Microsoft)

Monday, March 03 2014 3:45 PM - 5:00 PM

Veronese 2401-2506

SPC277 Lessons learned from a support engineer: where there was no planning, there was no adoption

Eric Harlan (Microsoft) Tuesday, March 04 2014 9:00 AM - 10:15 AM

Veronese 2401-2506

SPC209 Showcase: Customer Panel on User Adoption Dux Raymond Sy (AvePoint)Matthew Ruderman (Best Buy)Sarah Haase (Best Buy)Steve Novoselac (Trek Bicycle Corporation)Chris Plescia (Nationwide Insurance)

Tuesday, March 04 2014 1:45 PM – 3:00 PM

Murano 3204-3306

SPC217 Making SharePoint Collaboration Rock by Increasing Discoverability

Scott Jamison (Jornata) Wednesday, March 05 2014 9:00 AM – 10:15 AM

Marcello 4401-4506

SPC215 Tips & Tricks to make the most out of your SharePoint site and maximize adoption

Laura Rogers (Rackspace Hosting)Jennifer Ann Mason (Rackspace Hosting)

Wednesday, March 05 2014 3:15 PM – 4:30 PM

Marcello 4401-4506

Post-Event SharePoint Power User training: building configurable solutions

Laura Rogers (Rackspace Hosting)Jennifer Ann Mason (Rackspace Hosting)

Thursday, March 6 2014 1:00 PM – 5:00 PM

Related sessionsSession Code

Title Speaker(s) Time Room

SPC106 A comprehensive strategy to drive business value with SharePoint

Naomi Moneypenny Tuesday, March 4, 2014, 9:00 AM-10:15 AM

Marcello 4401-4506

SPC107 Overcoming barriers to achieve social business success and adoption

Sue Hanley Tuesday, March 4, 2014, 5:00 PM-6:15 PM

Lando 4204-4306

SPC276 Lead the BYOD Revolution: Effectively Manage a Multi-Device & Multi-Generational Workforce

Dux Raymond Sy Tuesday, March 4, 2014, 5:00 PM-6:15 PM

Lando 4201-4303

SPC295 Cargill: Real-world challenges and value in introducing enterprise social

Melanie Hohertz Tuesday, March 4, 2014, 10:45 AM-12:00 PM

Delphino 4001-4102

SPC100 Trek Bikes: pedaling past complex collaboration problems in the enterprise

Steve Novoselac Monday, March 03 2014 3:45 PM - 5:00 PM

Delphino 4005-4106

SPC311 Nationwide: Building a World-Renowned Intranet with SharePoint 2013 and Yammer

Chris Plescia ; James Tsai ; Jeff Schumann ; Matt Huber ; Shawn Domer

Tuesday, March 04 2014 9:00 AM - 10:15 AM

Murano 3204-3306

SPC296 Best Buy: The rise of the ninjas—a SharePoint 2013 user adoption story

Matthew Ruderman; Sarah Haase Tuesday, March 4, 2014, 3:15 PM-4:30 PM

Lando 4204-4306

Thank you!

Join us on the “Adoption track” group (SPC Yammer Network)

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EngageParticipate in community discussions around Office 365 topics, provide feedback, and ask questions.

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© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.