The New DEX Frontier: Digital Adoption

It’s Here! Say Hello to Nexthink Adopt 

As the only DEX vendor to offer digital adoption, I am thrilled to introduce you to Nexthink Adopt, an overlay onto any browser-based application that provides digital adoption guidance and moment-in-time training to boost employee productivity and adoption.  

So, What Exactly is Digital Adoption?

Gartner defines a digital adoption platform (DAP) as one that overlays internal applications (e.g., CRM, HR, ERP) with in-application guided learning, hinting and nudging, and analytics.

Digital adoption solutions ensure that employees can effectively use applications with in-app guidance, training, and support to successfully navigate the steps needed to complete a task in an application. This increased app proficiency and usage maximizes application value, reduces risks and frustration, and drives successful digital transformation.

For too long application stakeholders from EUC, IT or the business units themselves have suffered the repercussions of configuring, supporting, and promoting web applications. Too much is out of their control and the problem is only increasing. Complex applications confuse employees, leading to lower adoption that puts critical digital transformation projects at risk.

More Apps, More Problems

The challenges that impact the application stakeholders impact the employees as well. Employees spend 2.7 hours looking for support and 1.5 hours reading application training materials every week because of disjointed, unintuitive software. With employees using an average of 35 apps a day, the impacts of complex processes and poor interfaces increase exponentially. Digital adoption solutions were born out of the need to improve application usability to drive employee efficiency and productivity. Businesses don’t have 5+ weeks a year to lose per employee. They must implement a digital adoption strategy.

What Digital Adoption Features Are Most Important?

At Nexthink, we always start with the employee. When you are evaluating digital adoption solutions, don’t get distracted by the shiny new objects. Rather, focus on the features that will
most impact employee usage and adoption. And it’s not just the employee using it. Remember the application owner who needs to configure each of these features. What is the best use of their time? How can they identify where employees need guidance and support? The digital adoption product features that have the best ROI include:

• AI-driven analytics: Track how your content performs and monitor engagement rates with dashboards that pinpoint needed support. Prioritize your next steps with AI-driven analytics that highlight the highest potential impact process efficiency improvements across your user journey.

• In-app guidance: Deliver personalized guidance for employees with step-by-step instructions during their flow of work. Reduce unnecessary clicks and prevent errors with self-service support, hints, and in-product announcements.

• Self-help and training: Improve proficiency and adoption with moment-in-time training and checklists of their progress.

Why Adopt?

Application issues aren’t limited to the application’s interface or processes. Any Head of Service Desk knows how many IT tickets are generated for web applications that aren’t technical issues. And any employee can point to the influx of apps, updates, and responsibilities that distract them from using a new application or adopting a new process.

Adopt is uniquely positioned in the digital adoption market as the only solution with a DEX backbone, designed to help companies solve these application issues too.

The combined power of digital adoption and digital employee experience means app stakeholders can reach employees outside of the app to drive application adoption. Rather than sending an email or waiting for them to sign into the app, application stakeholders can send desktop pop-ups with a much higher engagement rate than email. They can leverage the higher engagement rate to send a reminder to users who haven’t opened the app, promote a new training to power users, or collect feedback on a new feature.

While digital adoption is proven to reduce IT tickets for non-IT issues, IT teams can also reduce IT tickets for technical issues by monitoring app performance and reliability. Using the desktop pop-ups, IT can send a 1-click fix to everyone impacted by a bug, or alert users that the application is down.

To control your application rollout and digital transformation, you cannot separate digital adoption from digital employee experience. You need Nexthink to deliver end-to-end application success and only Adopt can maximize employee and application success.

For more information on Adopt, check out the Adopt product page and watch our 90-second demo. If you are interested to learn more about Nexthink’s AppLearn acquisition, click here.