Building User Adoption Into Your Enterprise Software (TSW2015)
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We review current business challenges in software training and how to address these challenges and drive user adoption.
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Building User Adoption Into Your Enterprise Software (TSW2015)
- 1. Building User Adoption Into Your Enterprise Software Nathan Pfrimmer | OpenText Phil Volpe | ANCILE 10.20.2015
- 2. Agenda • Introduction • OpenText Learning Services • User Adoption, Its Importance, Moments of Need • OpenText’s approach to performance support – OpenText Personalized Help • Demonstration • Partnering for Success with ANCILE • Q&A 2
- 3. Who is OpenText? OpenText is a leader in Enterprise Information Management, helping companies manage information for improved productivity, competitiveness and customer experiences Trading Partners Employees Transactions Managed Annually Users Global Revenue Customers Supported Around the Globe 1 120 Offices 100 million 100K 600K 16 billion $1.6 billion #1 in EIM 8500 141 Countries NASDAQ: OTEX, TSX: OTC
- 4. Worldwide Leadership Pharmaceutical Automotive Mining Oil & Gas Aerospace Finance Retail Food & Beverage 10 of the top 10 10 of the top 10 7 of the top 10 29 of the top 50 8 of the top 10 14 of the top 20 7 of the top 10 9 of the top 10
- 5. Realizing the Digital-First Enterprise Content Suite Experience Suite Process Suite IX Suite Discovery Suite EIM SUITES EIM for EIM for EIM for OpenText Cloud ECOSYSTEM SUITES appworks DEVELOPER TOOLS MANAGED SERVICES OpenText Enterprise Information Management
- 6. Education Consulting Adoption Strategy & Assessments Needs Assessments & Planning Custom Curriculum Instructor- Led Training On-site Virtual Classroom Public classes Self-paced eLearning (CBT) Hosted Customer LMS Custom, Localized User Performance Support OpenText Personalized Help Quick Reference Guides, Job Aids Learning-as-a- Service Subscriptions Open University eLearning OpenText Learning Services Building the Right Program for your EIM Community
- 7. Education Consulting Adoption Strategy & Assessments Needs Assessments & Planning Custom Curriculum Instructor- Led Training On-site Virtual Classroom Public classes Self-paced eLearning (CBT) Hosted Customer LMS Custom, Localized User Performance Support OpenText Personalized Help Quick Reference Guides, Job Aids Learning-as-a- Service Subscriptions Open University eLearning OpenText Learning Services Building the Right Program for your EIM Community
- 8. Business Challenges in Software Training • Shifting focus from Formal to In-Formal Learning • Transition of traditional instructor-led to self-service and learning-on-demand • Market pressures on the time and costs of instructor-led training • Realization of the challenges of knowledge and skill retention • Challenge to maintain high levels of usage and proficiency (# of users, and usage of increased functionality) • Increased focus on tailored training for business users
- 9. User Performance Support is learning at the moment of Apply Source: Innovative Performance Support, 2010 (Gottfredson, Mosher) Traditional Training User Performance Support
- 10. Why is User Adoption both important yet challenging?
- 11. Most Important Factor in Realizing Value in Enterprise Software 11 0% 10% 20% 30% 40% 50% 60% 70% 80% Effective User Adoption Software Functionality Organizational Change Process Alignment Source: Achieving Enterprise Software Success, SandHill.com
- 12. Source: Thalheimer, W. (2006, February). Spacing Learning Events Over Time: What the Research Says “40% of executives worry that their organizations will not keep pace with technology change and lose their competitive edge” –McKinsey study, 2013 Project Sustainment Quantifiable value of increasing and maintaining user adoption throughout the software life cycle Forgetting Curve Learning Curve User Application Proficiency Time The Value of User Proficiency & Adoption is Real
- 13. 0 25 50 75 100 Organizational Capability: Essential Over the Long Term Skill wanes • People move • Processes change • Technology changes • New hires know “less” Impact is dramatic • Between 10–30% capability per year Team Skill Source: IDC, The Silent Killer: Knowledge Leakage and the Impact on Technical Skills, 2012 Replacement workers trained to 60% 91 71 53 41 78 24 Team skill @ 30% leakage Team skill @ 10% leakage Goal — 100% By year 6 — it has only 24% Year 3 — organization has 41% of its original capability Knowledge Leakage: Skills degrade over time Year 3 Year 6Year 1 13
- 14. Understanding Proficiency Adoption Provide knowledge at moments of need to build to user proficiency Culmination of knowledge and skills that lead to functional use of the application Reaching the level of mastery that maximizes user effectiveness of the application in completing the job Time to software adoption directly impacts return on technology investment User Success Return on Technology Investment (RTI) Enable Understanding to climb the Adoption Realization Curve 14
- 15. 15 “Automaticity is the ability to do things without occupying the mind with the low-level details required, allowing it to become an automatic response pattern or habit. It is usually the result of learning, repetition, and practice.” i.e. examples of automaticity are common activities such as walking, speaking, bicycle- riding, assembly-line work, and driving a car Source: https://en.wikipedia.org/wiki/Automaticity
- 16. Our Approach – OpenText Personalized Help
- 17. Key Design Criteria • Seamless user experience from within the application, to help full the “Moment of Apply” needs • Role-based filtering of content • Seamless bridge to “Learn More” • Ability to rapidly update and maintain content to reflect client’s look-and-feel, taxonomy, configuration, business processes, etc • Work with many different applications • Work with both On-premise and Cloud deployments
- 18. OpenText Personalized Help Rapid Capture and Authoring Simulations Guided Help Job Aids Cue Cards Quick References Configuration Information Training Material Exercises Test Scripts • Rapidly create documents, simulations and eLearning courses • Capture screens, actions and data • Create multiple output types and formats from single recording • Record any standard Windows or web-based application • Ensure consistent outputs across authors with templates • Convert content to multiple languages • Learning Management System (LMS) and HP Quality Center integration supported • Web Portal to facilitate “Learn More” scenarios self-service
- 19. Personalized Help for OpenText ECM
- 20. Personalized Help for OpenText ECM
- 21. Personalized Help for OpenText ECM Job Aid appears based on: What the user is doing User’s role / language Where the user is working in the system
- 22. Personalized Help for OpenText SAP Solutions 1 2 3 Custom Job Aid Appears Job Aid appears based on: 1. Transaction code / page 2. User’s role / language
- 23. OpenText Personalized Help Personalized Help Platform • Publishing application server • Rapid recorder and authoring client Deployment Services • Design | Build | Enable • Context-Sensitive Help set-up Starter Kits of Content: • Content modules: Content Server ECM, Extended ECM for SAP, Vendor Invoice Management Content Tailoring Services • Template design • Custom Job Aid development
- 25. Solution for the Entire Project Lifecycle Plan Design Deliver SupportDevelop Train Improve Testing Procedures & Exercises SimulationsConfiguration Online Help
- 26. OpenText Professional Services Benefits • Increase customer satisfaction – Make their daily work easier by providing intelligent context-sensitive help for users that reflects their system, their taxonomy, their business processes, and is available on a self-service basis • Rapidly capture/create, publish and re-use deliverables such as design documentation, build books and UAT scripts • Facilitates deployments and upgrades • Provide “insurance policy” for software adoption and ROI
- 27. Workflow key to keep content fresh
- 29. Enterprise Value of Personalized Help For CIO Provides significant savings in documentation and training costs Reduces timelines for project documentation and training Reduces web site design and development costs Reduces help desk support costs For Project Sponsors Provides consistency and standardization Provides control on documentation process Supports quality management goals Means acceleration for the project For Business Users Higher Confidence and Efficiency Greater productivity, less errors Higher Satisfaction For Content Authors, Coaches, Trainers, SMEs Simplifies distribution of latest information Produces consistent, high-quality output in less time Simplifies document maintenance
- 30. Partnering for Success with ANCILE
- 31. Adoption Fuels Revenue Growth Grow Revenue & Profitability Sales and Renewals • New Market: Custom Help Services for “Non-Expert” End-Users • Improve renewal rates Development • Guide New Product Functionality (and Ensure Usage) Professional Services • Custom Content • Deeper Integrations • Advanced Usage Customer Support • Reduce Support Calls • Rapidly decrease time to create Guidance Content by SME
- 32. SAP Productivity Pak HP ART EMC STaRT BMC ESA OpenText Personalized Help solutions The world’s leading software companies drive user adoption with ANCILE technology
- 33. 4,400customers worldwide Including half of the Fortune 100 and 19 million end users 33
- 34. Enterprise Scenarios 34 Managing an upgrade employees continents time zones stakeholders assignment groups integrations & simultaneous deployment 18,000 5 24 7,000 14,000 33
- 35. Enterprise Scenarios – Delivering Success 35 “…an absolutely phenomenal enabling tool, which cut our training costs by 90% and upped our adoption from the typical 40% for new applications to 95%. 6,500 people trained, less than 200 service calls and less than 1/3rd of those were training related.” “Huge Increase in Performance. No need for a training environment - people learned by show me/try me (simulations).” Global Roll out: 18,000 employees, 24 time zones, 7,000 stakeholders 5 continents, 14,000 assignment groups 33 integrations and simultaneous deployment Created performance support materials available on demand, within the application and in formats that fit the learning styles of users.
- 37. Our Approach and Results 37 Strategy Performance Support Partnership, software license solution Flexible for content development Design In-Application Help User Experience Build Prototype Productize Market Organizational Readiness Prioritize Customer Segments Customer Awareness & Campaign
- 38. Key Considerations Focus – where will you make the biggest impact? • i.e. applications with the most users or those that need to most help Organizational alignment – do your stakeholders understand user adoption and are they measured on it? Establish executive sponsorship and clear revenue ownership and objectives Document and communicate success stories 38
- 39. Contact Information Nathan Pfrimmer Director, OpenText Learning Services nathanp@opentext.com 613-238-1761 x2214 Phil Volpe Director, Strategic Alliances phil.volpe@ancile.com 613-614-6148 39
Editor's Notes
- Copyright 2007 IDC. Reproduction is forbidden unless authorized. All rights reserved.
- OUR MISSION ANCILE focuses on people. We provide software solutions that empower people to improve corporate performance. ANCILE the Company… We are the global leader in enterprise learning and corporate communications solutions that drive organizational performance. HQ in the Baltimore USA with personnel in 11 countries and offices in the U.K., Germany, Japan, Singapore, and Australia. We develop and support learning and performance solutions which increase employee productivity and proficiency. Over 20 years of software development experience as the former software products group of RWD Technologies, LLC.