Teleworking, mobility, Digitalization, and transversality, companies are all trying to manage change. Companies are increasingly undertaking transformation projects at an accelerated pace and with greater intensity. Many of these projects include an IT component, a trend that has only intensified since the 2020 health crisis, which led to a surge in the number of software tools adopted in the workplace.
Employees are often the most affected by this continuous wave of change, making dedicated support essential. Change cannot simply be mandated; it must be anticipated, planned, and carefully guided. Here are three critical steps to fostering user adoption, the cornerstone of any successful digital transformation project.
1. Empowering managers: key drivers of change
A significant portion of transformation projects—up to one-third—fail due to insufficient managerial support (source: Beyond Performance by Scott Keller and Colin Price).
While securing the commitment of top management is vital, particularly through the selection of a strong sponsor who embodies and champions the change, operational-level engagement is equally important.
For example, this can include:
- Soliciting feedback from end users.
- Clearly communicating the value of the transformation to stakeholders.
- Regularly updating teams on project progress.
Managers play a pivotal role in driving change within their teams. To equip them for this responsibility, companies should invest in resources such as training in change management, individual coaching, and regular communication support. By leveraging a network of ambassadors, managers can provide individual-level meaning to the change, driving the adoption of new behaviors and practices.
A common pitfall during the deployment of new tools is the heavy focus on go-live support—such as initial training and post-launch IT assistance—while neglecting long-term follow-up. However, effective training is an ongoing process that must reflect real-world conditions and adapt over time.
This means developing both initial and continuous training programs, tailoring content to different user profiles, and varying formats to maintain engagement. Training should evolve alongside the tool itself, incorporating updates and new features to ensure continued relevance.
Digital Adoption Platforms (DAPs) address these challenges directly. Through embedded, interactive guides integrated into software, DAPs provide real-time, step-by-step assistance to users as they navigate their tools.
Explore Lemon Learning
Platforms like Lemon Learning also include built-in communication features, such as push notifications, that allow organizations to connect with users directly within the software. These tools ensure stronger user adoption, not just at the launch phase but over the long term.
3. Measuring adoption, adapting, and celebrating success
“You can only improve what you can measure.” Selecting the right adoption metrics is crucial to assessing the effectiveness of your actions and making adjustments where necessary. Common indicators include:
- Frequency of logins.
- Number of interactions within the tool.
- Training module completion rates.
- Net Promoter Score (NPS) to gauge user satisfaction.
Balancing outcome-based and usage-based metrics provides a comprehensive view of adoption progress.
Finally, don’t underestimate the value of celebrating milestones. Recognizing successes along the way fosters enthusiasm and reinforces the change initiative.
Boost adoption and maximize ROI
By focusing on empowering managers, leveraging Digital Adoption Platforms, and measuring and celebrating adoption success, you can significantly enhance software adoption within your organization. This approach ensures that your investments in digital transformation deliver long-term value, ROI and measurable results.
