Wannes: As awareness for digital adoption grows, driven by its ability to impact critical business objectives, the training types and techniques a business deploys will need to be re-assessed.
Especially when we consider the new younger workforce coming through and the ad-hoc learning style they prefer and need. They like to learn when they need it and use their own initiative to figure out processes. So, they don't want a 2-3-day long training course.
In the not-so-distant future, reading 10-page PDFs and joining 45-minute webinars will be redundant and not produce the engagement levels required for the complex software being introduced to everyday working life.
Rob: All customers have the same problem with software - how can we improve the onboarding, processes, speed of delivery and learning?
Previously, a well-balanced and designed User Experience and User Interface were seen as the solution to all of these problems. Now, with digital adoption, we are moving towards considering user behavior. We are now gathering and assessing data on which processes are being used, whilst preparing IT teams for fast changes that are inevitable with complex software used in enterprises. It is rightly so, now about being adaptable to the agile environment so that productivity is not impacted. Just focusing on UX and UI it is not always possible to create this adaptability.
Wannes: This is especially important for organisations that are working with very large ERP and CRM tools. These tools have so many functionalities and complex processes that it is hard to make it usable for everyone. That is why digital adoption is handy, as you can quickly and easily guide users through the applications, so anyone can master the software quickly.
The current state of play for digital adoption
Rob: There is a lot more interest in digital adoption amongst businesses, but it remains fairly unknown. Improving UX and UI remains top of agendas currently, which is risky because it means they are not considering the bigger picture and how to adapt to continuous change.
There is a focus on the tools and not on the people using the tools. Which in the long run will not lead to successful transformation projects.
Wannes:Training is also lagging behind and becoming ineffective. Classic training, like taking people out of work for a day of workshops, is not as feasible for the younger workforce. And white-collar workers are just not interested.