The Future of Software Training: Digital Adoption Platforms

The Problem with Traditional Software Training

Colin can't remember how to enter his annual leave into his company's HR system.  So what he's very excited to do is search his folders and emails for the user guide he was given six months ago.

Niti doesn't understand why she's getting an error message when trying to enter this order for her customer.  She knows it'll be a great idea to make the customer wait while she finds and watches a 20-minute video on how to solve the problem. 

Juan has a new sales system and needs to learn how to enter all his leads into his pipeline.  He thinks it'll be awesome to miss out on a couple of days sales commission to attend a training course at his head office.

Sarah needs to learn how to connect a data source to build dashboards for the team in her reporting software. She's very much looking forward to a series of e-learning courses to prompt her where to click, and then see if she can remember how to do it in the real system.  

Do you see where I might be going with this? 

The need is not to spend time on training; the need is to fulfil a task, a task that aligns with the goals and purpose of the business and their role. The goal is not training, the goal is adoption of technologies, processes, and ways of working, and enabling users to execute their required tasks as quickly and efficiently as possible.

Yes, e-learning and user guides and other materials may help the user, they're adequate, they've served a purpose for a long time. These training methods are there with good intentions to help the user perform.  But there's a better way, and the North Star for software training that we should all be aiming for is providing performance support within the software interface, to provide guidance at the point of need. 

Technology is being introduced and evolving rapidly, organisations are constantly seeking ways to drive successful digital transformations. A crucial enabler of this transformation is people and their swift adoption and effective utilisation of new software. Many organisations face challenges in achieving full adoption of systems and realising the maximum potential of their investments. Whereas employees are faced with an increasing amount of systems and processes that they need to learn and remember how to use. This is where digital adoption platforms (DAPs) come into play.

What are Digital Adoption Platforms?

Digital adoption platforms (DAP) are software solutions designed to integrate seamlessly with existing software products, websites, or applications. Their primary purpose is to facilitate and accelerate proficiency in using these tools by providing real-time guidance, support, and training resources to users.

When the staff member or customer is using your software and needs training support, is it better for them to leave the screen and log into a learning management system (LMS) or a portal to take an eLearning course, or to spend time searching a folder or system for the PDF of the instructions? Or alternatively, is it better for them to click a button on the screen they were already in, to launch a step-by-step walkthrough, a product tour or wizard, access a knowledge base or a ‘How-To’ video? Give them real ‘at the point of need’ training support. If you have the budget and time to explore a DAP as part of your transformation strategy, it is highly recommended, and you can use it for multiple systems and websites in your organisation.

The future for systems training needs to be travelling in this direction. Your LMS, university or online academy can still play a part in onboarding or skills development, but in educating users how to use a digital product, the ‘training’ should be right there in the product, within an intuitive user interface.  If the software provider isn’t building this in, digital adoption platforms will meet that need.

According to leading research, the adoption of DAPs is expected to significantly increase in the coming years. Gartner predicts that by 2025, around 70% of organisations will utilise digital adoption platforms across their entire technology stack to overcome challenges related to insufficient application user experiences. “Organisations seeking to accelerate digital transformation must enable employees to easily adopt new and changing technology.” [1].

(1)      Digital adoption platforms on their way to becoming standard applications (tt-s.com)

This indicates the growing recognition of the value and benefits that DAPs bring to organisations in their digital transformation journeys.
 

The Benefits of Digital Adoption Platforms

1. Enhanced User Onboarding and Training

One of the primary benefits of DAPs is their ability to automate aspects of employee onboarding and training. By providing in-app guidance, interactive tutorials, and step-by-step walkthroughs, DAPs enable new users to quickly understand and navigate complex software applications. This reduces the time and resources required for traditional training methods and ensures a smoother transition for employees.

2. Improved User Experience and Productivity

DAPs empower users by offering real-time support and assistance within the software interface itself. This eliminates the need for users to switch between different platforms or search for external training materials, resulting in a more efficient and seamless user experience. By reducing friction and improving usability, DAPs enable employees to be proficient in their tasks and confident in their decision-making.

3. Decreases the Requirement for Retention

Providing instructional support within the system removes the need to remember and retain knowledge of how to perform the tasks.  Especially when it is a process that is not executed frequently.  Training then becomes about enabling the user rather than stimulating retention.  Let your employees use that space in their brain for more value-added tasks, this way they don’t need to remember everything.

4. Proactive Support and Troubleshooting

DAPs can offer targeted assistance and troubleshooting guidance in real-time, with helpdesk ticket deflection being a key benefit by allowing people to self-serve. Providing contextual, proactive support helps people overcome challenges and ensures a higher level of user satisfaction.

5. Customisation and Personalisation

Content and resources within the DAP can be customised to address specific organisational needs and adapt to different software environments. These platforms utilise contextual information to deliver tailored guidance and training based on each user's unique requirements. This personalised approach enhances the learning experience and increases user engagement. There are further advances that can be made in this arena, powered by AI and machine learning.

6. Measurement and Insights

Another significant advantage of DAPs is their ability to collect and analyse data on user interactions and software usage. This data provides valuable insights into user behaviour, adoption rates, and areas for improvement. By having access to these analytics, organisations can make data-driven decisions to optimise their software training programs, improve user experience, and maximise the ROI of their digital investments.

Choosing the Right Digital Adoption Platform

With the increasing popularity and adoption of digital adoption platforms, organisations need to carefully evaluate and select the right DAP for their specific needs. When considering a DAP, there are several key factors to consider:

• A good DAP should offer support for all of your applications, many organisations are a hybrid environment of legacy, desktop, and web applications, so relying on vendor provided training per application can make for a poor inconsistent user experience.
• Look for a DAP that offers a wide range of resources and training interactions that can be added, including in-app tutorials, walkthroughs, videos, and interactive guides.
• Choose a DAP that is user-friendly and promotes self-sufficiency. Features such as in-app chat support, searchable knowledge bases, and intuitive interfaces empower users to find answers to their questions and resolve issues independently.
• Consider a DAP that can scale with your organisation's needs and integrate seamlessly with multiple systems, increasing the ROI for your investment. The platform should be flexible enough to accommodate future growth and adapt to evolving technologies.
• Evaluate the vendor's expertise and track record in the industry. Look for customer reviews and testimonials to gauge the level of support and satisfaction provided by the vendor. A reliable and responsive vendor will ensure a smooth implementation and ongoing support for your DAP.

The Future of Software Training: Empowering Users with Digital Adoption Platforms

As organisations continue to battle with talent shortages, employee turnover and digital skills gaps, the role of software training becomes increasingly crucial. To successfully compete in the modern world, organisations must accelerate their digital transformations and ensure the effective use of new technologies. With the right digital adoption strategy in place, organisations can unlock the full potential of their people and their software investments to drive long-term success.

Remember, successful digital adoption is not just about training people on how to use a system; it's about driving usage to its full potential and creating a culture that embraces technology. With digital adoption platforms, organisations can pave the way for a more efficient, productive, and successful digital future.

For more insights on best practices for software training, check out the book Super User Networks for Software Projects: Best practices for training and change management: Amazon.co.uk. This comprehensive resource offers an in-depth exploration of how different techniques can be harnessed to optimise training methodologies and drive successful software adoption.

[1] Digital adoption platforms on their way to becoming standard applications (tt-s.com)

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