Ian Mclean and Schneider Electric’s Digital Adoption Journey
For Ian McLean, employee experience is not just a priority in the digital adoption process, it’s the bottom line. Ian is the Head of IT, Employee Experience North America for Schneider Electric and it’s his responsibility to make sure that over 30,000 people have a seamless digital experience.
Ian’s in-depth understanding of the user experience, combined with his passion for technological capability and utilization, drives Schneider Electric’s DAP (Digital Adoption Platform) to solve large problems on a seriously large scale.
This March, at WalkMe Realize: The Digital Adoption Event, he will take the stage with other digital adoption pioneers and shed light on how a true digital leader designs and drives successful digital adoption.
Here are some highlights of Schneider Electric’s WalkMe story in Ian’s words:
A new solution to an old problem
When we initially implemented WalkMe, we were replacing a 25-year-old, homegrown, application. Now our employees needed to adjust to a new web-based application. This was a major change for our users, as the old application underwent very little UI or design changes over the years. The new application was developed using Agile which resulted in constant change and improvements.
“WalkMe was instrumental in reducing the negative impact the transition had on users and enabled better communication to the organization regarding updates and changes.“
This roll-out was truly a collaborative effort between those developing the tool and those using it. This is one of the most important elements of driving our digital adoption solution. We had the buy-in of employees from many different departments and at all levels which added to our alignment, communication, and overall positive experience.
The revolution of an interactive user guidance tool
When you’re trying to help your users with software, it’s hard to predict what challenges they might face. This is because everyone is different and it’s impossible to predict and prepare for all of the possible issues that users might have.
It’s one thing to have a static user guide or a few slides with information for users to reference. It is a completely different, and amazing experience to be able to engage your users in a flexible manner while they are using the tool.
With WalkMe, we can provide information when and where we need to, reducing friction and frustration throughout the process. With Insights you can go even further. You gain the ability to see where users are getting stuck without them even needing to provide the feedback. This is a huge aspect of how WalkMe simplifies the process.
Process makes perfect
To those who are beginning their digital adoption journey, I recommend starting small, going slow, and staying relevant. Don’t try to boil the ocean with a grand launch to solve all problems, because you can’t and won’t.
Instead, find the most relevant issues. This works best if the initiative is directed by the users themselves. Where guidance is needed, create the content needed to address it. Most new content should be user-directed and not developer-dictated. This helps keep the information provided most relevant to the people who will be using the app.
Once you start with smaller projects, your overall engagement will grow and expand which will allow new content creation opportunities. I also suggest building a process into your development cycle to audit your existing content. As programs change, so too do your content needs. If you allow old or outdated content to remain in your platform, you will reduce the trust that your users have in your overall systems.
Meet Ian and learn more about DAP
Ian McLean will be sharing best practices and more insight into how to improve employee experience and performance at WalkMe Realize. We are so proud and excited to have him on our stage.