Developing an effective digital adoption strategy: A Nestlé case study

Dan Breslaw
By Dan Breslaw
Updated February 14, 2023

Enterprises of all sizes are realizing the benefits an effective digital adoption strategy can have on their digital transformation initiatives, boosting productivity levels, software ROI, and much more. Creating that strategy, however, can often prove difficult.

According to WalkMe’s State of Digital Adoption 2022-2023 report, 70% of enterprise leaders are unaware of who is responsible for digital adoption strategies in their organization, and 60% of businesses lack a clear strategy to increase technology adoption of their digital tools. 

Nestlé’s experience developing and implementing their successful digital adoption strategy offers an interesting case study for organizations looking to expand their digital transformation efforts with digital adoption. Here, we’ll be going over the steps Nestlé took to craft their strategy and how they used a digital adoption platform (DAP) to facilitate those efforts.     

But first, let’s define how digital adoption strategies help enterprises streamline their digital processes. 

What is a digital adoption strategy? 

A successful digital adoption strategy is one that helps enterprises maximize their technology investments while ensuring users can take full advantage of their digital assets, including existing and new software. Typical use cases in which a digital adoption strategy can prove useful include user onboarding, change management programs, and software training. 

By helping to integrate new digital systems, processes and tools into daily operations, a digital adoption strategy helps organizations:

  • Increase operational efficiency – Empowering employees to fully use their software capabilities reduces time spent on dealing with support tickets, navigating irrelevant application features, and learning about new programs. 
  • Reduce costs – A successful digital adoption strategy helps enterprises create custom in-app navigation and guidance, saving money and time on things like training, support, and employee onboarding.
  • Streamline processes – Enabling users to quickly navigate through applications while providing them with the content they need to complete tasks effectively helps optimize workflows. 

In addition to guiding users how to use new and existing software, a successful digital adoption strategy involves monitoring how applications are being used, identifying friction points and areas for improvement. This allows for data-driven decisions to be made about optimizing the use of these technologies in order to maximize their effectiveness. 

Now, let’s dive into how Nestlé developed their digital adoption strategy, including the lessons they learned along the way that can be used to boost your digital transformation efforts.    

Nestlé’s digital adoption strategy

When Nestlé first onboarded WalkMe’s Digital Adoption Platform, it was part of a larger digital transformation process meant to facilitate change management programs and assist employees who don’t typically use specific applications. This meant looking at digital experience analytics to understand friction points, and create dynamic content, such as notifications, Walkthroughs, and tips to address those issues.  

Their strategy can be broken down as follows:

  1. Establish desired business outcomes.
  2. Identify the digital adoption goals required to achieve those outcomes.
  3. Create ways to look at and measure user engagement, e.g., user journey funnels and tracked events.
  4. Build content to boost user engagement based on that data.
  5. Measure again and further optimize digital assets.

Learn more about Nestlé’s digital adoption strategy in the video below: 

To get the most out of their digital adoption efforts, Nestlé put together an internal team, also known as a center of excellence (CoE), which was made responsible for managing digital adoption platform usage. Here’s how they made it happen.

Building Nestlé’s center of excellence (CoE)

Nestlé’s CoE, which they refer to as their digital adoption center, was created using existing employees from different departments who were already engaged with the digital experience. The team was brought together to learn about WalkMe and build solutions for specific use cases. 

The team would then go to different departments to teach them about WalkMe, empowering them to take full advantage of their DAP solution. Nestlé based their digital adoption process on the philosophy that everyone in the organization should have some sort of DAP capabilities. Afterwards, teams are able to own the content created by the digital adoption center, and then grow the digital adoption solution according to their individual use cases.   

Learn more about Nestlé’s digital adoption center in the video below:

Once the digital adoption center was up and running, the team took time to analyze what was working and what wasn’t. The lessons they learned would form the basis for their DAP methodology.

Nestlé’s DAP methodology

Nestlé’s DAP methodology can be broken down into three overarching themes that they’ve used to refine and optimize their digital adoption strategy. 

Know your why 

When you set off to build your digital adoption strategy, the first thing you need to do is establish priorities and understand why they are not being achieved. Then, make sure to align your digital adoption program to your desired business outcomes. 

Be sure to start small, i.e., with one system, one persona, and two or three business processes. Give you and your team time to learn about the application you would like to optimize and how DAP can be used to achieve your goals. 

Leverage your organizational diversity 

When building your CoE, it’s important to embrace your enterprise’s organizational diversity. Don’t be afraid of recruiting people from different parts of your organization and putting them together to grow the team.

The bottom line is that developing an effective digital adoption strategy doesn’t require investing a lot of money and hiring a new team. Take advantage of the resources at your disposal and grow as needed. 

Measure what you want to improve 

When measuring your digital adoption strategy, looking at things like ticket completion rates and time spent in an application are important, but they don’t get to the heart of what digital adoption is. 

Instead, look at the employee digital experience and their behavior within the application. Digital adoption is about getting employees to use software to its fullest potential, so be sure to measure the ways to make that possible.  

Discover more about Nestlé’s DAP methodology below:

WalkMe’s impact at Nestlé

WalkMe’s impact at Nestlé combined with their overall digital adoption strategy can be felt in three significant ways: 

  • Inferred value – Nestlé currently sees inferred financial productivity gains of more than  $18 million over a rolling 12-month period.
  • Productivity – Since onboarding WalkMe, Nestlé has seen over 500,000 productivity hours returned to their business. 
  • Task completion – DAP usage at Nestlé has resulted in a more than 250% increase in task completion rates for business-critical apps. 

Learn more about WalkMe’s impact at Nestlé below: 

Why WalkMe?

As the only digital adoption platform that is enterprise-ready, WalkMe enables organizations to rapidly scale up their digital transformation efforts while staying agile when onboarding new software. With a variety of digital adoption tools, like custom dashboards that provide visibility across entire tech-stacks, a partner ecosystem that provides tips and best practices to increase adoption, and extensive personalized training, we give you the ability to maximize your digital technologies. 

WalkMe has been acknowledged by leading research firms, including Everest Group which recently recognized us as the leading DAP vendor for the third year in a row, and The Forrester New Wave™ Digital Adoption Platforms, Q4 2022, which named us a Leader in DAP. 

Click here to learn more about developing your own digital adoption strategy to better utilize your digital tools with WalkMe today. 

Dan Breslaw
By Dan Breslaw
Dan is a content marketer with more than 13 years of experience writing in such fields as global finance, cybersecurity, fintech, and digital adoption. As a senior content and creative manager, he is responsible for producing a variety of WalkMe content while helping to ensure it reaches the widest possible audience.