How to Improve User Experience Through Digital Adoption

Would you like to improve your user experience and as a bonus turn internal costs into revenue? Then keep on reading!

What Is Digital Adoption?

First off, let’s define what digital adoption is. If you ask Forbes, they define it as “achieving a state within your company where all of your digital tools and assets are leveraged to the fullest extent”. In plain terms, we can say that it is all about getting your employees as well as your customers to use all your software tools and get the most out of your investment.

How Can You Use Digital Adoption to Improve the User Experience of Your Software?

A few years back, we at TimeLog decided to change our market-oriented focus. We wanted to have a more customer-oriented approach in contrast to the product focus we have had from the beginning. In addition, we wanted to find out how we could best help our users. Part of the new strategy was to look at the technical documentation in our online Help Center. We wanted to discover new ways to make it easier for users to find and read the material we had invested so much time in to produce for them.

That’s how we found WalkMe. Deciding to implement this software was the first step in improving our user experience, because it helps users immediately whilst using  the product.

And what is WalkMe, you might ask? For us a real game changer! It is a tool that can help you through your digital adoption processes. Besides, we use it to improve the user experience in our professional services automation software.

How Does WalkMe Improve the User Experience of TimeLog?

We use WalkMe to educate our users in the use of specific features in our software. We have introduced interactive guides that take the user by the hand and, step by step, show how the system works. It allows us to teach our users best practices, and it minimizes complexity, which in turn improves the ordinary users’ understanding of the system.

It is important to help all users no matter what their technical competence level and understanding of the system is. They can get the help they need here and now, and they do not need to contact our support first to learn more or navigate to a different page.

We not only produce the step by step guides, we can now produce step by step guides. We have several options to communicate important messages, we can point out important features and greet new users. When new users log into the system for the first time, they receive a welcome message, which offers guidance on how to get started in the system. It also introduces the onboarding guides, which helps the users to go through and learn the basics of the system.

How Did We Turn Software Costs Into Revenue?

We had not considered this option ourselves, until we had a few large customers requesting specific guides to explain their own processes. They saw a unique opportunity to guide their employees through their internal processes without creating Word documents and videos themselves.

In our user database, we already sorted our customers by specific companies and user IDs. This enables us to make guides visible only  to specific customers. When we received the first request for specific content, we identified our options, tested it in our own environment, and then realized we could apply this to our customers at an extra cost. The demand is surprisingly high, and we not alone cover the software costs, we are now slowly beginning to generate revenue from this area. We are now making money from helping our customers guiding their users in the way they want. They get the high data quality they need, and we both have happy people using TimeLog in the easiest and most efficient way. Win-win!

WalkMe Has Changed Our Business in Many Ways

Improved technical documentation and unexpected revenue are not the only benefits we have seen. We have seen numerous, and I list five of them here:

1. Less How To? Support and Improved Implementation Processes

After introducing the guides, the number of support tickets starting with “how can I…” has decreased. The more and the faster the users are educated in using the system, the more time is saved, and the more they can get out of it.

Our implementation consultants now use WalkMe for basic learning in the system. Customers can focus on the deeper functionality and processes in the system much faster, and in this way gain more from their investment in an implementation. At the same time, our consultants get more time to cover the more complex parts of the system and the customers’ internal processes and strategy during the workshops.

2. Improved Customer Communication

If you look in your own inbox, you probably have a number of unread newsletters, right? What do you do with them? If you are like most other people, you delete them. We simply do not have the time to take in all the information.

WalkMe allows us to communicate directly with all our users, and we can quickly inform about, e.g., new functionalities and guide them through new processes and features. In this way, we ensure knowledge sharing across the company, which eases the job for the customers’ super users in the system.

With a wide range of variables/settings, WalkMe enables us to communicate to different users at different times. We can e.g. differentiate on user rights, browser selection and specific areas within the system.

3. A Dedicated Team Takes Care of Everything

We have a specialized team, which is responsible for creating both the free standard guides for about 1,000 customers and the customer specific requests we receive. Our team continuously works on optimizing the way we use all the features with great help from the business developers at WalkMe. The team moreover improves the quality of existing guides and tests new features to see if they are beneficial to us and our customers.

4. Increased Customer Satisfaction

After introducing WalkMe, we have seen a rise in our customer satisfaction measured through NPS. The free and easy help has improved the use of the system for many customers, which provides them with happier employees and more reliable data. High data quality equals happy customers. Happy customers equal longer relationships. Longer relationships secure monthly recurring revenue. What’s not to like?

5. A Differentiator in Our Sales Process

Our business consultants use the guides in the sales processes to show how easy our system is. They get really good feedback, as the potential customers see that it can be easily implemented into their system and that it teaches all their employees the new processes without them needing to put extra energy and money into it.

Curious to Know More?

Feel free to reach out to me to learn more about our use of WalkMe, our implementation process and how we use it on a daily basis. Connect with me on LinkedIn or feel free to reach out to me via e-mail.

Would You Like to Know More About TimeLog?

TimeLog is a medium-sized software company based in Copenhagen, Denmark. We offer a software for time tracking, project management and invoicing, which allows you to get the overall overview of your resources and financial progress on projects. In short, we offer a professional services automation software. We have been in the business since 2001, and today we have 40+ employees in three countries. Feel free to visit our website to learn more about us.