The point of focusing on user adoption isn't adoption, but business value. Slide deck from Michael Sampson's User Adoption Strategies workshop.

1. Measuring User Adoption
User Adoption Strategies

2. How’s it
going?
We have
more users
than last week …
… more of
everything actually.
So it’s going great!
… and more
Communities
… and more
Status Updates
… more
Team Sites

4. Adoption isn’t the goal …
Achieving better business value is

5. Measuring adoption
works well when …
R O A D M A P
We have a
clear picture
of the
business value
to be gained
from new ways
Our measures
of adoption are
to inform how
well we are
gaining
business value

6. Measuring adoption
does not work well when …
A D M A P
Our measures
of adoption are
focused on
system
utilisation, not
value gained
R O
There is no
business vision
of value to be
gained; it’s
just new
technology

7. Principles for Measurement

8. “You cannot manage what
you cannot measure.”
Peter Drucker

9. Have a clear picture of what
success looks like
(Remember that high adoption isn’t
necessarily good news)
PRINCIPLE 1

10. Example
High Adoption is
Not Good
Email
High number (100-250 per day)
High usage (4 hours per day)

11. Example
High Adoption is
Not Good
Meetings
High number (5 to 20 per day)
High frequency (“I live in meetings”)

13. Non-existent usage (rejection)
Explore Why
Increase Adoption
Abundant irrelevant usage
Explore Why
Reduce Adoption
Appropriate cautious usage
Celebration
Sustain Adoption

14. Success Appropriate Measures
The average number of
comments per topic
The spread of
contributions across
employees
Broader participation
by employees in
discussions

15. Success Appropriate Measures
The number of active
projects that have an
associated project
space that’s being used
Greater transparency
of work-in-progress

16. Use measurement to
inform your next steps
Simple numbers may not be helpful
PRINCIPLE 2

17. Make measurement a way of life,
not a one-off event
You’ll need good
“before change” measures
PRINCIPLE 3

19. Attract better
applicants
Win better talent
before others
Improve firm quality
Measures of
Business Value

20. Number of
Video Calls
Average Call
Duration
Average Size of
Video Recording
Measures of
Tech Adoption

21. Approaches to Measurement

22. 1
System Utilization
Easy to do, but be careful
Percentages, not raw counts
Trends, not single numbers
Rolling averages
APPROACH

23. Dec
55%

24. DecNovOctSepAugJul
55%70%70%60%60%55%Utilization

25. 55%70%70%60%60%55%Utilization
-15%0%10%0%5%Change
DecNovOctSepAugJul

26. 55%70%70%60%60%55%Utilization
-15%0%10%0%5%Change
DecNovOctSepAugJul
65%67%63%58%Rolling Average
-2%4%5%Change

27. Managing from the Numbers
Numbers
are bad
Numbers
are good
Numbers
are midway
Follow-up
contact,
coaching,
help
Follow-up
contact to
gather
insight on
value add
Follow-up contact
to see what is and
isn’t working

28. 2
Justified and Unjustified Investment
APPROACH

29. Have
Adopted
Have Not
Adopted
How much have we spent on each group?
What benefit has the “have adopted” group achieved?
Why have the others not adopted yet?

30. 3
The Changing Mix of Systems
Email to Wiki
Excel to BI
APPROACH

31. 4
End-User Satisfaction
APPROACH

32. Measuring Satisfaction (5-point Likert)
Q1. The new system helps me to do my job
Q2. The new system provides a better way of
working than the previous system
Q3. I think we should use the new system for
more tasks and activities in our team
Q4. I recommend the new system to other teams
and groups in our organization
Q5. I have the tools I need to do my job

33. Look at the medians
Next action? (correct, congratulate)

34. Stories of Awesome
APPROACH 5
You were able to
win a new
customer, or
salvage a difficult
situation
Convey the
emotional and
social aspect of
new ways of
working
Something
happened that
otherwise would
not have
happened
Customer Win Human ElementInternal Awesome

35. • How do you measure business value?
• How do you measure user adoption?
• How’s it going?