In vogue for the past few months, to accelerate deployments, "Digital adoption" tools (Digital adoption platform, or DAP) offer a software overlay to guide users' browsing paths and provide them with all the help they need in real time.
But how do "Digital adoption" tools work in practice?
While some, such as SAP Enable Now, focus on creating documentation (use records, training content, etc.) from screenshots and videos, most are primarily looking to offer "Step-by-step" accompaniment running overlay of the app, without having to change it or add code.
Interactive guides available at any time, available on demand or offered automatically, help the user by providing directions and leading them from an original position to a specific destination, through a layer with grey areas and infobubbles.
The advice provided by theDAP tool and the path are contextualized according to the user (his profile, actions, etc.), the underlying application (rights, usage, etc.) and the browsing environment (web, responsive design, mobile, etc.). During guidance, a number of controls can be carried out simultaneously, for example to validate data entry: format, nature of information, threshold or value ceiling, etc.
In user guidance, the publisher WalkMe goes even further by proactively offering assistance. "By relying on a sophisticated rule engine, our tool can define what will be engaged, what and when, and thus warn the user of what to do or should not do," explains Jocelyn Bourèche, head of Southern Europe partnerships for the American company created in 2011 that claims authorship of the DAP concept.
"It can also act automatically, to take on certain tedious tasks, in the manner of the mechanisms Rpa robotic process automation." Jocelyn Bourèche
Finally, WalkMe's tool has analytical features that allow you to continuously scrutinize usages and time spent on applications. "Surveys are also offered to users at each stage of the process to gather feedback, quizs are put in place to check if they have acquired the required skill level and thus check whether the objectives have been achieved," adds Jocelyn Bourèche.
With these analyses, it is possible to identify problematic pages or actions, rarely used functions or deficient modules, and thus make adaptations to optimize user journeys and experience.
"In addition to allowing us to modify problematic screens, this feature in Lemon Learning helps us identify the most troubled users, to be proactive and offer them more in-depth training," adds the project manager of a bank-insurance group that is the tool's user insurance company.
Full article from The Watch Digital Purchasing : "Digital adoption tools accelerate the deployment of solutions"