{"id":5262,"date":"2018-10-10T15:41:01","date_gmt":"2018-10-10T15:41:01","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=5262"},"modified":"2022-07-13T10:50:31","modified_gmt":"2022-07-13T10:50:31","slug":"version-updates-digital-adoption-plan","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/version-updates-digital-adoption-plan\/","title":{"rendered":"The Terror of Version Updates"},"content":{"rendered":"You speed into the office without even stopping to make a cup of coffee. The board of directors is expecting your quarterly report in an hour, and you have to present the results to your team later that afternoon.\n\nYou sit down at your desk, turn on your computer, and launch your CRM. But there was a version update \u2014 everything looks different.\n\nThe dashboard is unrecognizable. All of the widgets are in different places and have different names. The series of steps you could have completed with your eyes closed in the past seems to no longer exist.\n\nYou start to panic. Your deadline is approaching, and suddenly you have no idea how to complete a task you\u2019ve done dozens of times before.\n\nAfter 30 minutes of clicking around, defeated, you send a help request to IT. Your report is going to be late and you feel totally incompetent.\n<h2>Don\u2019t underestimate the disruptive power of a version update<\/h2>\nVersion updates always change the <a href=\"https:\/\/www.walkme.com\/blog\/great-ux-balancing-act\/\" target=\"_blank\" rel=\"noopener\">user experience<\/a> to some degree. And because people are instinctually <a href=\"https:\/\/www.walkme.com\/blog\/change-6-strategies-overcome-resistance\/\" target=\"_blank\" rel=\"noopener\">resistant to change<\/a>, we tend to dislike them.\n\nFor instance, after Gmail was updated to the latest version, hating it became the popular opinion.\n<blockquote class=\"twitter-tweet\" data-lang=\"en\">\n<p dir=\"ltr\" lang=\"en\">The gmail update is the worst thing. Possibly ever.<\/p>\n\u2014 Gem @ Diamond Copy (@DiamondCopy) <a href=\"https:\/\/twitter.com\/DiamondCopy\/status\/1048122141185597440?ref_src=twsrc%5Etfw\">October 5, 2018<\/a><\/blockquote>\n<script async=\"\" src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<blockquote class=\"twitter-tweet\" data-lang=\"en\">\n<p dir=\"ltr\" lang=\"en\">Gmail rolls out a new design that\u2019s both harder to use and uglier. Mystery navigation, invisible borders (the wrong lessons from iOS)\u2014every visual change that slightly impedes usability is here. But, hey, cartoonishly rounded corners! (Welcome back, 2004.) <a href=\"https:\/\/t.co\/FDhsk0E3wo\">pic.twitter.com\/FDhsk0E3wo<\/a><\/p>\n\u2014 zeldman (@zeldman) <a href=\"https:\/\/twitter.com\/zeldman\/status\/1032332177357324288?ref_src=twsrc%5Etfw\">August 22, 2018<\/a><\/blockquote>\n<script async=\"\" src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n\nPersonally, the Gmail update didn\u2019t send me reeling into a fit of anger like it did for many others in the Twittersphere. The changes were noticeable, but they didn\u2019t prevent me from using my email. After a week, I couldn\u2019t even remember what the old version looked like.\n\nBut when it comes to enterprise software, major updates are way more disruptive than changes to the interface on consumer-facing tools. And the stakes are much higher.\n<h2>Your version update will be a nightmare without a digital adoption plan<\/h2>\nWhen the user experience becomes unrecognizable and your employees no longer know how to work on the platform, they get <a href=\"https:\/\/www.walkme.com\/blog\/employee-experience\/\" target=\"_blank\" rel=\"noopener\">stressed and frustrated<\/a>. They disengage to avoid feeling incompetent.\n\nBut a negative emotional response isn\u2019t even the worst consequence.\n\nFrom a business standpoint, the more critical implication is the <a href=\"https:\/\/www.walkme.com\/blog\/best-practices-for-employee-productivity\/\" target=\"_blank\" rel=\"noopener\">drop in productivity<\/a>. When productivity is low, you not only lose the ROI on your software investment, overall business performance sinks.\n\nIf you don\u2019t have a framework for overcoming the UX challenges and learning curve associated with a major update, you will never achieve <a href=\"https:\/\/www.walkme.com\/blog\/everything-digital-adoption\/\" target=\"_blank\" rel=\"noopener\">digital adoption<\/a>. Your users and bottom line will suffer, trust me.\n\n<strong>You need a digital adoption plan to ease the transition from one version to another.<\/strong>\n<h3 style=\"text-align: center;\"><a href=\"https:\/\/www.walkme.com\/blog\/everything-digital-adoption\/\" target=\"_blank\" rel=\"noopener\">Dive deeper: Everything you need to know about digital adoption.<\/a><\/h3>\n<h2>From Salesforce Classic to Lightning, and beyond<\/h2>\nThe transition from <a href=\"https:\/\/www.walkme.com\/blog\/getting-started-salesforce-resources-management\/\" target=\"_blank\" rel=\"noopener\">Salesforce Classic<\/a> to Lightning is the pinnacle example of a major version update and the disruption that can occur if you\u2019re not prepared.\n\nUnlike other platforms, which deploy incremental software updates automatically through the cloud, the changes brought on by Lightning were not just slight differences to the UI. They created an entirely different Salesforce experience.\n\nEven Salesforce Classic veterans found themselves in unfamiliar territory. Without a digital adoption plan, there is simply no way to gain proficiency in the new system.\n<h2>A poor transition will cost you<\/h2>\nIf you\u2019re paying for the latest version, you have a high incentive to learn it.\n\nLightning is chock-full of high-value features that enable users to improve efficiency in sales, customer support, and a host of other disciplines. Equipped with AI, analytics, and predictive capabilities, Lightning helps you make decisions based on data and insights.\n\nFailing to utilize these features automatically prevents you from obtaining their benefits, or achieving a return on your investment.\n<h2>Old habits die hard<\/h2>\nOne of the hardest parts about managing a major version update on the same platform is breaking old habits.\n\nLet\u2019s say you typically create the same sales report every week. On Classic, you\u2019ve memorized everything you need to do. You know where to click and how to customize it just right. You know where to change the date range, which fields to fill in, and with what.\n\nOn Lightning, the steps required to make the same report could be completely different.\n<blockquote class=\"twitter-tweet\" data-lang=\"en\">\n<p dir=\"ltr\" lang=\"en\">Moving to lightning is not just an IT project. It\u2019s never really about the technical challenge. Managing the change process for users is key.<\/p>\n<a href=\"https:\/\/twitter.com\/hashtag\/crm?src=hash&amp;ref_src=twsrc%5Etfw\">#crm<\/a> <a href=\"https:\/\/twitter.com\/hashtag\/training?src=hash&amp;ref_src=twsrc%5Etfw\">#training<\/a> <a href=\"https:\/\/twitter.com\/hashtag\/lightning?src=hash&amp;ref_src=twsrc%5Etfw\">#lightning<\/a><a href=\"https:\/\/t.co\/UG5PIMuwKg\">https:\/\/t.co\/UG5PIMuwKg<\/a> <a href=\"https:\/\/t.co\/nbNRvxWhqd\">https:\/\/t.co\/nbNRvxWhqd<\/a>\n\n\u2014 Joe Gleeson (@Gleesjoe) <a href=\"https:\/\/twitter.com\/Gleesjoe\/status\/1048451299644243968?ref_src=twsrc%5Etfw\">October 6, 2018<\/a><\/blockquote>\n<script async=\"\" src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n\nWhen you look at the screen, you don\u2019t see the same menus, toolbars, or interface as Classic. The entire UX is so foreign that you don\u2019t know where to begin.\n\nPerhaps the buttons are labeled differently. Maybe there are more fields to fill in. What may have appeared on the home screen is now three clicks away under a drop-down menu.\n\nWithout a digital adoption plan, your users will struggle to give up on the processes they used to use on Classic. More importantly, it will be impossible for them to embrace new ones on Lightning.\n<h2>Without a digital adoption plan, you\u2019re losing<\/h2>\nThe only way to maintain productivity and prevent user frustration following a software version update is with a solid digital adoption plan.\n<h3 style=\"text-align: center;\"><a href=\"https:\/\/www.walkme.com\/pages\/adoption-whitetop-3-improve-user-curve\/?eco=salesforce&amp;adin=version-updates-digital-adoption-plan-ll01&amp;land=adoption-whitetop-3-improve-user-curve&amp;pitch=Employee-Productivity\">Eliminate user frustration and achieve adoption at lightning speed.<\/a><\/h3>\nSome companies have attempted other solutions.\n\nFor example, some allow users to toggle back and forth as they transition from Classic to Lightning. They do this to avoid feeling slowed down when they don\u2019t know how to do something on the new version. But this is like putting a bandaid on a bullet wound \u2014 it\u2019s an inadequate, temporary fix.\n\nOthers plant a support rep or IT professional in the office near users, ready and on call to answer questions. But this is also not a sustainable or efficient solution.\n\nA digital adoption plan is the only way to truly embrace the new UX, relearn processes, and regain proficiency.\n<h2>Don\u2019t succumb to the terror<\/h2>\nSoftware updates enable your users to access enhanced features and higher capabilities. With them, employees can boost efficiency, unlock new levels of innovative thinking, and even create new business opportunities.\n\nBut updates can be just as drastic as implementing an entirely new platform.\n\nWithout adequate preparation \u2014 without a digital adoption plan \u2014 usability, productivity, and overall business performance will plummet.","protected":false},"excerpt":{"rendered":"You speed into the office without even stopping to make a cup of coffee. The board of directors is expecting<span class=\"moretag\">&#8230;<\/span>","protected":false},"author":246,"featured_media":5285,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[89],"tags":[201,110,188,153],"class_list":["post-5262","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-transformation","tag-digital-adoption","tag-digital-transformation","tag-salesforce","tag-wmb-dt"],"acf":{"__coauthors":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Terror of Version Updates: Why You Need a Digital Adoption Plan<\/title>\n<meta name=\"description\" content=\"A major version update to your enterprise software introduces a host of UX challenges. 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