WHAT EXACTLY IS USER ADOPTION

So which of these is user adoption?

Some form of metric / training / communications / marketing /

governance / usefulness / something that is well designed / solving a

business problem

Surely if I throw enough user adoption at my

project it can’t help but be a success!

USER ADOPTION DEFINED

USER

ADOPTION

An outcome evidenced when

stakeholders demonstrate their

commitment to a change

initiative.

They feel responsibility and

accept accountability for the

success of the project.

They are confident and

competent in performing within a

changed business process or

technology context.

USER ADOPTION

=

BUSINESS

OUTCOMES

DEMOGRAPHICS

01

02

03

04

The degree of workplace

complexity increases every

day. New channels to market,

shorter product cycles, and

regulation changes means that

the enterprise is deploying new

or changed processes all year

round.

Changing workforce

demographics is creating

pressure for learning pathways

that reflect the consumption

preferences of Gen Y (or

Millenials) for just-in-time and

just-enough.

Transition to the cloud is

changing the traditional project

structure and timelines.

Characterized by rapid

innovation cycles and agility,

cloud is driving changes to

traditional learning and

development approaches.

User enablement can often

slip down the priority list

and risks insufficient

resource to appropriately

support adoption

requirements.

CHALLENGES - THE WORLD OF WORK IS CHANGING

TRANSITION TO CLOUD PRIORITIESCOMPLEXITY

Executive Sponsorship

• Solution adoption must

be a priority for key

stakeholders

• Select & support leaders

to champion your

change

• Eqiup leaders with

compelling stories that

support the value to the

business

Change Journey

Management

• Leadership outreach

• Change readiness

awareness

• Consistent & proactive

communications

• Change agents / drivers

Training & Support

• Upfront enablement

• Post-deployment

training (in the workflow)

• Performance support

content

• Networks and

communities

• Assessment and mastery

Feedback from Users

• Ensure feedback

channels are made

available during and

after deployment

• Seek engagement of

communities / networks

• Use surveys to assess

adoption satisfaction

• Acknowledge feedback

Truth from Data

• Performance & adoption

dashboards can provide

powerful insights

• Measure KPIs to capture

and articulate ROI

• React quickly to areas of

poor performance

• Share exceptional

performance

THE FUNDAMENTALS FOR SUCCESSFUL USER ADOPTION

LEARNING AT THE POINT OF NEEDDRIVING CHANGES TO USER ADOPTION

TRENDS

Just-in-time and just-enough support / training at the point of need in the workflow.

Social / collaborative learning.

Learning in the cloud.

Mobile learning.

Data driven decisions through effective data collection and analysis.

TRENDS SUPPORTING ADOPTION

70% 20% 10%

LEARN & DEVELOP

THROUGH

STRUCTURED COURSES &

PROGRAMS

LEARN & DEVELOP

THROUGH

OTHERS

LEARN & DEVELOP

THROUGH

EXPERIENCE

KNOW-WHATKNOW-WHOKNOW-HOW

THE 70:20:10 FRAMEWORK

TRENDS

SAP LEARNING HUB – Cloud-based collaborative SAP content

SAP ASSESSMENT MANAGEMENT by Questionmark

SAP WORKFORCE PERFORMANCE BUILDER – Rapid user support development

SAP TOOLS SUPPORTING ADOPTION

SAP LEARNING HUB

TRENDS SAP LEARNING HUB

SOCIAL LEARNING AND LEARNING ROOMS

Structured collaboration and social

learning led by experts from SAP.

UNLIMITED ACCESS FOR ONE SUBSCRIPTION PRICE

EDUCATIONAL CONTENT

Unlimited access to all of the learning content from SAP,

including role-based learning and certification paths.

LIVE SYSTEM ACCESS

Exclusive purchase option for on-

demand access to live training systems.

LEARNING MANAGEMENT

Powerful learning management capabilities to manage

enterprise enablement programs.

70+Learning rooms

~900Learning maps from the

Early Knowledge Transfer program

10Languages

~3,000Handbooks

~4,600+Course titles

~1,000E-learning titles

120+Live training systems

TRENDS SAP LEARNING HUB CONTENT

LEADING COMMERCIAL PLATFORM FOR LEARNING SAP SOLUTIONS WORLDWIDE

TRENDS SAP LEARNING HUB AND BOOKBOON.COM

LEADING COMMERCIAL PLATFORM FOR LEARNING SAP SOLUTIONS WORLDWIDE

500 e-books covering soft skills topics such as time management, leadership, and meeting management

IT-related e-books covering topics such as Microsoft Excel, programming, and Microsoft Windows

Can be downloaded as PDFs

TRENDS WHY SAP LEARNING HUB IS SIMPLY IRRESISTIBLE

Significant cost reduction per learner allows you to train your entire team.

Simplifies the purchasing process to one transaction per year: no scheduling, no cancellations.

It helps you empower your employees and reduce brain drain.

Brings all workers up to date year-round.

SAP WORKFORCE PERFORMANCE BUILDER

TRENDS THE CHALLENGE – Recap

TRENDS THE CHALLENGE – In Practice

TRENDS SAP WORKFORCE PERFORMANCE BUILDER

SINGLE SOURCE AUTHORING

Highly efficientauthoring tool

Intuitive process recorder – requires minimal training

Context-sensitive assistant directly in the live system

Platform for cooperation, learning, and tracking

Manager

Instant Producer

Producer Navigator

TRENDS SAP WORKFORCE PERFORMANCE BUILDER Navigator

PERFORMANCE SUPPORT AT ITS BEST

Displays overlay on top of target application

Recognizes the context the user is currently in

Displays context-sensitive critical information, provides workflow related assets, and guides user through complex processes

Is available for application, application page, and field level

SAP ASSESSMENT MANAGEMENTBy Questionmark

THE CYCLE

Learning

•Development of cognitive and motor mechanical skills

Assessing

•Measurement of cognitive and motor mechanical skills

Performing

•Monitoring ability to perform using KPI or observation

TRENDS ASSESSMENTS TELL US…

TRUSTABLE RESULTS ARE ESSENTIAL

Did they like it?

Did they learn it?

Can they do it?

Can we prove it?

TRENDS ASSESSMENTS TELL US…

DATA COLLECTED FOR ANALYSIS

Was learning environment OK?

Did knowledge transfer occur?

Reduce forgetting curve

Certify knowledge and skills

Encourage focus on learning

Provide instant feedback

Stimulate and strengthen memory

Correct misconceptions

Create intrigue

Establish benchmarks

Map route to learning experience

Inform mentors and instructors

AFTERSummative assessment

Post-course tests

Certificate exam

BEFORE• Pre-course tests

• Diagnostic assessment

• Job task analysis (JTA)

• Employee attitude surveys

DURING• Quizzes

• Knowledge checks

SAP ASSESSMENT MANAGEMENT by Questionmark

Create collaborative, secure authoring of surveys, quizzes, tests, and exams

Deliver blended delivery to support a broad range of devices and security needs

Analyze results and inform stakeholders with timely, meaningful, and defensible reports

QUESTION TYPES

• Drag and Drop

• Essay

• Explanation

• Fill in Blanks

• Hotspot

• Likert

• Adobe Flash

• Adobe Captivate

• Matching

• Knowledge Matrix

• Survey Matrix

• Multiple Choice

• Multiple Response

• Numeric

• File Upload

• Pull-down List

• Ranking

• Select a Blank

• Text Match

• True/False

• Yes/No

• Job/Task/Analysis (JTA)

MULTILINGUAL

Slide 28

RESPONSIVE

Part

icip

ant

Dev

ices

SECURE

Windows

Mac

iPad

Printing

Screen capture

Task switching

Control/system keys

Right-click / context menu options

View source

Accidentally exiting exam

ANALYSIS

Did the learning investment impact performance?

Where are the skills and knowledge gaps in my

organization?

Are my questions and tests valid and reliable?

What did participants think of the learning experience?

What did participants learn from the training or course?

How do I coach participants to improve performance?

How did one group of test takers compare to another?

70% 20% 10%

LEARN & DEVELOP

THROUGH

STRUCTURED COURSES &

PROGRAMS

LEARN & DEVELOP

THROUGH

OTHERS

LEARN & DEVELOP

THROUGH

EXPERIENCE

KNOW-WHATKNOW-WHOKNOW-HOW

SUMMARY – THE 70:20:10 FRAMEWORK

TRENDS

SAP LEARNING HUB – Cloud-based collaborative SAP content

SAP ASSESSMENT MANAGEMENT by Questionmark

SAP WORKFORCE PERFORMANCE BUILDER – Rapid user support development

SUMMARY – SAP TOOLS SUPPORTING ADOPTION

70% 20% 10%

LEARN & DEVELOP

THROUGH

STRUCTURED COURSES &

PROGRAMS

LEARN & DEVELOP

THROUGH

OTHERS

LEARN & DEVELOP

THROUGH

EXPERIENCE

KNOW-WHATKNOW-WHOKNOW-HOW

THE 70:20:10 FRAMEWORK

TRENDS

SAP LEARNING HUB – Cloud-based collaborative SAP content

SAP ASSESSMENT MANAGEMENT by Questionmark

SAP WORKFORCE PERFORMANCE BUILDER – Rapid user support development

SAP TOOLS SUPPORTING ADOPTION

TRENDS

QUESTIONS?