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E-BOOK


5 HURDLES IN THE SHIFT TO THE DIGITAL WORKPLACE (AND HOW TO SOLVE THEM)

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CONTENTS

 * Introduction: The rise of the digital workplace
 * 1. The IT team is overwhelmed with support ticket
 * 2. Ineffective onboarding is negatively impacting productivity
 * 3. Getting employees to comply with system policies
 * 4. Employees are frustrated with the software they have to use
 * 5. It’s difficult to communicate updates and new processes
 * Unlock the full e-Book
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INTRODUCTION: THE RISE OF THE DIGITAL WORKPLACE



Digital transformation requires both technological advancement and cultural
change—and software sits squarely at the intersection of the two. With fewer
in-person interactions at physical offices, the applications employees use for
work have become their new workplace. While this comes with plenty of benefits,
organizations face challenges in ensuring team members adopt and use these tools
in a way that makes their jobs easier, not harder.

Luckily, though, there are ways to make sure employees’ experience with these
tools is as seamless as possible. Adapting to the digital workplace isn’t just
about implementing change—you have to constantly monitor how the change is being
received, and identify where you can improve. Understanding how employees use
applications and then being able to take action and communicate updates, guide
users through workflows, and collect feedback in those same applications is
absolutely crucial.

This guide exists to help you do just that, and overcome some of the most common
challenges you’ll face when it comes to digital transformation.


1. THE IT TEAM IS OVERWHELMED WITH SUPPORT TICKET

The problem

One of the biggest challenges for organizations embracing the digital workplace
is that employees don’t have the resources they need to work effectively in new
tools. As employees try to navigate software, they usually rely on IT to help
them if (read: when) they get stuck. But your IT department can only handle so
many support tickets at once.

The solution


REACTIVE → PROACTIVE

When individuals have problems with software and reach out for support, your IT
department is just reactive—and this doesn’t scale. Instead, organizations
should empower IT to become a proactive force by automating support inside the
applications, whenever employees need it. This means making it as easy as
possible for employees to be self-sufficient.


MOVE INSIDE THE APPS

Start by moving support documentation and tutorials into the application,
creating an easily accessible resource center that employees can use to educate
themselves when a question or problem arises. You can also include links to
on-demand guides that walk users through processes and workflows they need to
understand in order to do their jobs successfully. Employees will rely less on
fellow colleagues, and more on the resources and knowledge that’s now right in
front of them.

How data helps


LEVERAGE DATA FOR PERSONALIZATION

Another way to proactively work to reduce an influx of support tickets is to
leverage data to understand where additional support is needed, and then build
that support into your application. By analyzing user workflow data, support
ticket data, and user feedback, you’ll get a sense of where employees are
getting stuck and which areas of the software are most confusing. From there,
you can create guides to help alleviate common problems, for example using
tooltips and badges to explain specific parts of the user interface.

It’s also important to think about the type of support that’s needed for
different types of users and degrees of technical expertise. You can design
specific experiences for onboarding and general tasks, and other experiences for
more niche requests and advanced tasks that specific subsets of your users tend
to ask IT about.




2. INEFFECTIVE ONBOARDING IS NEGATIVELY IMPACTING PRODUCTIVITY

The problem

The more complex a piece of software is, the longer its onboarding should be,
right? Wrong. Too often, employees are asked to sit through lengthy software
onboarding and training sessions—whether because the employees are new or the
software is new. But this is information they aren’t able to put into practice
until much later—if they even remember it in the first place. When additional
(manual) training is necessary, it comes with high costs, and productivity takes
a hit across the board.

The solution


MEET EMPLOYEES WHERE THEY ARE

Overcoming onboarding challenges requires two key considerations: meeting
employees where they are, and personalizing the information you serve them.

First, move onboarding and training inside your application and create
step-by-step walkthroughs for key workflows. Think about which tasks employees
should know how to complete when they first start using the software, and which
features they should be aware of on an ongoing basis. This way, you can
reinforce initial training sessions with ongoing in-app guidance without taking
employees off the job to learn. Call it a win-win.

How data helps


ONBOARDING ISN’T ONE-SIZE-FITS-ALL

Arguably more important is to make sure the information you deliver is relevant
to each employee and their role. Onboarding and training should never be
one-size-fits-all, and personalizing these experiences allows you to focus on
skillbuilding and continuous improvement versus treating software enablement as
a one-off task.

You can serve educational content to employees based on their current
capabilities and experience in the software, providing advanced and novice users
with walkthroughs that are most beneficial to their needs. Behavioral data
allows you to serve content based on what activities users have previously
completed in the application so you can help them build on their existing
knowledge. It’s also useful to personalize onboarding and training based on any
other data you have about an employee, for example their role or geographic
location.




3. GETTING EMPLOYEES TO COMPLY WITH SYSTEM POLICIES

The problem

The more software your organization uses, the more policies you’ll have that
employees must comply with. But telling employees about expectations once and
assuming they’ll remember is a lost cause. And being able to easily know who is
and isn’t in compliance with system policies comes with its own set of
challenges.

The solution


CREATE REMINDERS THAT STICK

The best way to ensure software usage complies with regulatory requirements is
to continuously remind employees of what they should be doing, and do so in a
way that serves the information when it’s most relevant.

Create mechanisms to remind employees of compliance requirements while they are
using applications, that way they have the necessary resources right when
they’re being asked to do something. You can utilize walkthroughs to guide
employees through completing a certain task (e.g. a training or account setup
protocol), and add tooltips with reminders specific to various parts of the
application.

How data helps


USE DATA TO TRACK COMPLIANCE

The other side of the coin is implementing a system that allows you to easily
understand when team members are out of compliance. Use behavioral analytics to
proactively monitor internal policy violations, and correct governance issues by
serving additional reminders as needed. Creating user segments based on activity
helps reduce noise to any employees who are doing things correctly, since you’ll
be able to target additional reminders only to users who are noncompliant.




4. EMPLOYEES ARE FRUSTRATED WITH THE SOFTWARE THEY HAVE TO USE

The problem

Business software isn’t always intuitive, leaving employees frustrated with the
tools they’re supposed to rely on to do their jobs. Although organizations can’t
fix every problem users are having, they should be able to ensure these
experiences are as seamless as possible.

The solution


GIVE EMPLOYEES A VOICE

Prioritize providing an outlet for employees to share their opinions and
feedback about their user experience. This helps bridge the gap between those
who manage the software and those who use it, allowing the former group to
improve the experience of the latter. It’s also best to collect this feedback
in-app and create an always-on channel where employees can submit feedback when
their issues are top of mind.

In addition to this passive form of feedback, you can proactively ask for
feedback using targeted in-app surveys, for example if you want to know how a
certain subgroup of users (e.g. admins) are experiencing the application.
Surveys are also useful for collecting input before you implement new processes
to make sure the planned changes will be well-received.


KEEP TRACK OF SENTIMENT

To keep your finger on the pulse of sentiment on a broader scale, collect
employee NPS data, and watch closely how it trends over time. This will help you
better understand if your application is meeting the needs of your employees,
and cross-functional teams will have a central data source from which they can
plan updates and iterations to the application.

How data helps


GUIDE EMPLOYEES TO SUCCESS

Another way to ease frustrations is to lean on application analytics to
understand the most efficient workflows and the behaviors of your most
successful team members. Then, create in-app guides that replicate those
behaviors to educate the rest of your workforce. Employees will appreciate
knowing the path of least resistance for getting things done in the applications
they’re required to use.




5. IT’S DIFFICULT TO COMMUNICATE UPDATES AND NEW PROCESSES

The problem

Put simply, change management is hard. Employees are often stuck in their ways,
and organizations have difficulty communicating updates and new processes
effectively, let alone getting team members to adopt them.

The solution


AVOID NOISY CHANNELS

Companies share information with employees in a lot of different ways, and even
more so in a digital workplace. When it comes to communicating updates, though,
the key is to bring relevant announcements to the places where work gets done.
Rather than sending email updates that get lost in messy inboxes or posting to
resource hubs that people rarely check, deliver messages to team members in the
applications they utilize day in and day out.

With this method, you can communicate announcements and ongoing reminders,
instead of announcing something once and hoping it sticks. Personalizing these
messages and targeting them to the right people will also ensure employees see
the most relevant information. Even better, bringing communication in-app means
you can share updates easily without waiting for the timing of a weekly
newsletter to align, or relying on colleagues to share updates to their own
teams.

How data helps


KEEP TRACK OF HOW ADOPTION IS GOING

Communicating updates more effectively is only half the challenge of change
management. You also need to keep track of how your efforts are going by
monitoring analytics and tracking users’ adoption to this change. This allows
you to course correct if employees aren’t properly adopting new systems and
processes, ensuring that these resources aren’t going to waste.





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