New Digital Adoption Platform Report from Leading Analyst
Employee productivity and customer experience can be negatively impacted by the sheer number of digital applications employed by any one business. Silicon Valley’s leading technology research and advisory firm, Constellation, has released a report addressing this issue and points to the emerging technology, Digital Adoption Platforms (DAPs) as the solution. “BIG IDEA: Digital Adoption Platforms, A New Breed of Software Helps Improve User Adoption of New Technologies” was written by Alan Lepofsky, Vice President and Principal Analyst at Constellation Research, with Content Editors, R “Ray” Wang and Courtney Sato. Download your full copy of the report for free:
The Need for Digital Adoption PlatformsThe report discusses two instances where adoption is important for a business: employee productivity and customer experience.
The Employee’s User ExperienceEmployees may be logging into multiple systems just for communication, from email and messaging apps, to project management tools and shared documents. There are many position- and department-specific applications to manage customers, analytics, development, and other business functions. Add on top the administrative systems such as HR platforms that are only used for rare, yet crucial, tasks like performance reviews and vacation requests. All of these play important roles in the digital workplace, but together can quickly overwhelm the modern employee.
The Customer’s User ExperienceCustomers also face digital adoption complexity when engaging with brands. In addition to a brand’s owned website, social media has spread information and engagement across multiple platforms. Shopping may occur on one or multiple websites, with support hosted in a different system. Each separated system makes the user experience a degree more complex. In a hyper-competitive digital marketplace, the complexity of engaging with a brand can discourage customer experience. Competitors are, after all, just one simple click away.
User Experience Issues Impede Software AdoptionThe report identifies four user experience issues that impede software adoption.
- “Yet another tool syndrome”
- Inconsistent experiences across devices
- Confusing (or ignored) software updates
- Personalization and customization complexity