Post on 22-Mar-2017
How to get your employees to use your SaaS solutions
Software adoption
Index
The problem of adoption3 recommendations for employee adoptionCase study: ITM Platform TeambotActivation of ITM Platform TeambotFunctionalities
The problem of adoption
General diagnosis
The problem of adopting Enterprise software:Users:
• Do not use prescribed solutions• Use alternative solutions (IT
shadowing)
CTO ≠ user72% of CTOs consider adoption is the 1st success factor for the implementation of SaaS
Sandhill
43% of CTOs recognize the threat IT Shadowing Forrester
80% of users abandon enterprise mobile apps after a single use
Boston International
Some statistics
General diagnosis
“All friction creates disenchantment and excuses for abandonment”
The demise of software adoption
3 recommendations
Recommendation 1: User-centrism The theorem of user-centrism
users = customersUX research = success
employees = users
Artist: Albert Ruiz Villar
Recommendation 1: User-Centrism To ensure the use of a solution, focus on end users:
• Who are they? • How are they different from you and from each other?• What do they need to do their work and what do they actually ask?• What are their actual usage patterns and how do they differ from what the
new way?
Methodologies worth a shot:
• Focus groups• Ethnography• EX Journey mapping
The Employer eXperience Hypothesis (EXH)
The product
The solution
The behavior
The benefit
describe the SaaS solution of your choice
How will the product be a fix
describe the process
describe the expected benefits
Recomendation 2: Simplicity
• State your EXH• Test with a small group• Track and document friction:
• Obstacles• Advantages • Frustrations
• Focus on incremental improvements• Gradually expand to the rest of the
organization
Simplicity
The simplicity mantra
“No solution will solve every problem. Simple solutions are easier to adopt and generate
fewer problems in the long run.”
Recomendation 2: Simplicity
Recomendation 3
Targeted IntegrationInstead of forcing users to move to a new environment, adding new layers of complexity and friction:
Go to the environment where the user already is.
Precautions: • Striking a balance between integration and simplicity• Discard the panacea of complete integration• Respect existing workflows
Case study:ITM Platform Teambot
ITM Platform Teambot
Project and Portfolio Management
Team communication
Slack for collaborationSearchable Log of All Communication and Knowledge
How is information organized?
• Teams>Channels
• Direct messages
Slack for collaborationSearchable Log of All Communication and Knowledge
Why does Slack stand out?• Easy to use• Comfortable• Less formal
High adoption rateLow dropout rate Centralized information Effective communication Tangible
Slack for Project Management
Tips:
•Create one channel per project•Create posts at the start of each project•Pin important messages
•Add constraints to informal
reportingSlack’s “Slack for Project management” guide
• Program and portfolio management• Agile and classic projects• Resource management• Costs and Revenue• Risk management• Integrated with JIRA,
Slack, Zappier
ITM Platform: functionalities
ITM Platform Teambot
Value to team members:
• Recall tasks and projects• Report hours• Status• Add comments
ITM Platform Teambot is the ITM Platform app on Slack
The Teambot EXH
The product
The solution
The behavior
The benefit
ITM Platform Teambot
Increase daily use of ITM Platform for Project reporting
Reporting actions from Slack – no login!
+ ROI for SaaS investments
Advantages of ITM Platform Teambot
Trigger all user actions by simply typing the /itmplatform command family
BENEFITS• Visibility of responsibilities• Saving time and processes• ITM Platform projects are linked with Slack• Synergies with other apps• Balance between formal and informal reporting processes
Activation of ITM Platform Teambot
Connection process for non-customers
1. Create team on Slack.com2. Go to the Teambot page in the Slack directory3. Click on ‘visit site’4. Subscribe with ITM Platform5. Follow the authorization process
Note:Emails on the Slack team must match with ITM Platform users.
Functionalities
1. Recall assignments
Click for the animation
2. Report task hours
Click for the animation
4. Comunication
Click for the animation
5. Help & Support
HelpFunction: Command instructionsSyntax: /itmplatform help
SupportFunction: Send feedback to our teamSyntax: /itmplatform feedback
Get the latest ITM Platform news and articles directly from:
itmplatform.com/en/blog/
Follow us on social media for more updates
…or visit our website at: itmplatform.com/en
References
Articles and presentationsEmployee Experience Journey Mapping Workshophttp://www.slideshare.net/DesigningCX/employee-experience-journey-mapping-workshop-slidesITM Platform Teambot, or how to put users in focushttps://www.itmplatform.com/en/blog/itm-platform-teambot-or-how-to-put-users-in-focus/5 reasons why you should use Slack in your officehttps://www.itmplatform.com/en/blog/5-reasons-you-should-be-using-slack-for-team-collaboration/Slack for Project Managementhttps://get.slack.help/hc/en-us/articles/218130338-Slack-for-project-management
ITM Platform TeambotListing on the Slack app directoryhttps://itmplatform.slack.com/apps/A2T8A5GHM-itm-platform-teambotTeambot trialhttps://www.itmplatform.com/en/landing-pages/itm-teambot-a-slack-integration/Activation Instructionshttps://helpcenter.itmplatform.com/hc/en-us/articles/212540289Commands tutorialhttps://helpcenter.itmplatform.com/hc/en-us/articles/213514709