User Adoption

Since the user adoption was 3 times the national average for System One’s Digital Transformation to Office 365, we wanted to understand why, so we can sustain that level. The main reason was that we took the time to sit down with each user. By taking the time to understand and work through the client’s problems, we were able to not only help them understand the tools, but also show them how to save time using them. Most of the users were able reclaim several days per month or even more once they really started using the new tools.

Training was also paramount with user adoption success. System One identified two distinct areas of training: curriculum courses to learn by topic and immediate “just-in-time” training. The curriculum courses were internet based that allowed users to complete tool specific user journeys and earn badges to drive user engagement. For “just-in-time” training, System One leveraged a plugin that is installed and enabled for office applications. When users opened Excel, Outlook, or Word there was a Quick Help button on the ribbon. This enabled the users to click and ask questions to get help related to the new tools and features while they were inside the application.