Demystifying

User Adoption

Tom Rovers

Business Consultant

About me

• Working at Sparked since 2008

• Business consultant: Strategy & User Adoption

• I like technology, communication, challenges and experiments

After this session you will:

1. Understand the main challenges of user adoption

2. Have tools and ideas to get you started today

What is adoption?

Adoption

UsereXperience

Technology

Business Value

Why is adoption so important?

Business:

If something is not used, itdoes not generate value

Microsoft:

Only 45% of the assignedseats use Office 365

You:

Want to see the results of yourhard work

Too good tobecomeshelfware

User adoption is a common problem

Blogpost: User Adoption & Deodorant – Sparked blog

User adoption is a common problem

Blogpost: User Adoption & Deodorant – Sparked blog

So, when do we do this adoption thing?

Project

Adoption

Budget

Time

Attentionis a limited resource

Attention is a limited resource. Use:

• Immediacy – speed is everything

• Personalization – provide a tailored experience

• Interpretation – offer support and guidance

• Accessibility - wherever, whenever

• Embodiment – provide a physical presence

• Patronage – make using it feel good

• Findability – be everywhere, in homepage, mailbox, desktop, mobile, tablet, WhatsApp…

Source: The attention economy

Why is SharePoint so difficult to adopt?

• Change is never easy

• But SharePoint can make it a bit more difficult…

Uploading a document is easy!?

But what if I want to upload my document directly from Word?

And then there’s: content types, check in/out, publish, properties, templates…

Oh wait, there’s more!

Best practicesPeople, Process and Tools

Get peoplein the growthmindset

Ask questions

Try to really understand users

Why?

Why?

Why?

Why?

Why?

Observe how people work

Uploading documents is difficult

Have you tried Drag & Drop?

Set clear goals and rewards

Offer relevant solutions and ask

users to commit!

Process

Use the expertise and experience of your organization

Toolkit

• Communicate

• Learn

• Measure

Communicate

Communicate

Communicate

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Learn

Learn

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Learn

Measure

Measure

“Analytics can tell you what the user is doing,

but you need user research to tell you why.”

Final thought:

“If you want to go fast, go alone. If you want to go far,

go together.”

Do your tools pass the adoption toilet test?

Questions?

Contact details:Tom Rovers

tom.rovers@sparked.nl

https://www.linkedin.com/in/tomrovers

@tomrovers

Microsoft adoption materials to get you started: http://success.office.com/