Successful business change - whether it's a new process or a new software application - relies on user adoption. But organizations often encounter hurdles along the way. Are you rolling out new technology to your users? Revamping your current processes? Want to help your users quickly adapt to what's new and different? Learn how to clear 3 hurdles on your way to the user adoption finish line.

1. Clear These 3 User
Adoption Hurdles
Dave Lingg, Product Owner

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$358 Billion
Gartner's latest prediction of global spending for enterprise
software.
What's with all this spending on software? Organizations
need new software to stay competitive, to grow, and stay
compliant in a more complex world.

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What is “User Adoption”?
Aware
Ready
Proficient
Productive

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Your users…
Are driven by emotions
Want autonomy, competence, relatedness
Already have a full workload
Are everywhere
Are all stakeholders

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Proficiency
People
Process
Business
Applications
Adoption
Organizational
Success
“I do my job well!” “I still do my job well!”

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What
happens
when
adoption
fails?
Project
Business
goals
Project
sponsor(s)
Investment
$

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Project
Business
goals
Project
sponsor(s)
Investment
$
What
happens
when
adoption
fails?

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Hurdle #1: Poor Communications

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 I sent it
 I sent it today
 I sent it to him/her/them
 It’s in their inbox
Have they read it?
Do they understand it?
Did it help?

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Here’s a sample message created with
ANCILE uAlign. It has some brief text and an
embedded graphic.
It has two unique and very important things
an email doesn't have - a due date and an
assessment area with a quick feedback
question.
Jonathon Smith Doe

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Hurdle #2: Not Measuring and
Monitoring Results

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"What gets measured gets done."
The quote, and the truth behind it, are timeless.
People behave differently when they know there are
stakes, when others are watching (both managers
and peers), when time is of the essence.
In fact, research has shown that when rivalry and
time pressure coincide, "winning" becomes a
powerful motivator.

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When your monitor your User Adoption
results, you trigger a desire to win -
which can have powerful effects on
behavior.

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Project Success = Fastest Time to AdoptionLevelofSupport
Awareness
Buy-In
Understanding
Adoption
Elapsed Schedule

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To clear this hurdle, we need to use our feedback-enabled messages to
continuously assess our users' progress at each stage of the User Adoption path,
and (very important) keep this progress visible.
This ANCILE uAlign dashboard shows a user's progress on each of her
communication channels.
The higher the completion rate, average score, and on-time percentage, the
more engaged your users are.

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This ANCILE uAlign report shows completion and success information for a
particular message. The higher the success rate, the better your users are
understanding your messages.
The messages provide feedback you can measure. And the dashboards and
reports provide results you can monitor.

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Hurdle #3: Not Acting on Results

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Perhaps your messages aren't clear, or the feedback questions you've
asked are confusing.
ANCILE uAlign provides insight into how each person answered each of
your feedback questions. This can help you figure out if your messages
need tweaking.

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Feedback
High performers need feedback to let them know you recognize and appreciate their
effort and their results.
Lower performers need feedback to let them know that they need to improve what they're
doing.
Technology can help you identify when and what feedback is needed, but to clear this
most-important hurdle, you must engage with your team. There's no substitute for simple,
honest, direct feedback.

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An ANCILE uAlign Use Case:
Software Adoption
• Enabling retail team members
in a customer-service-first
environment
• Site visits to all store locations
too costly and time-consuming
• Go-live dates on a rolling
schedule
• Email doesn't provide tracking,
assessment, and reporting
needs to confirm readiness
The challenge The solution
• Single solution to pair
communications and training
content for staff while in-store
• Rolling campaign messages with
text, video, attachments, read
receipts, and knowledge checks
• Reporting and analytics data to
gauge message consumption
and engagement from each
region
• Ability to identify and follow-up
with additional, individualized
support during rollout

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Communicate More Effectively
Measure and Monitor Results
Act on Results

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4,400customers worldwide
Including
half of the
Fortune
100
and
19 million
end users

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What’s Next?
Get the latest news at
www.ancile.com
Try uAlign free at
ancileualign.com
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@ancilesolutions
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