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Why Digital Adoption Enables a People: Centric Digital Transformation

Thursday, January 23, 2020

Adopting digital software solutions is no longer considered a revolutionary business practice. It’s now standard for enterprises to integrate top SaaS tools into their everyday processes and across job roles, be it sales, HR, marketing, or logistics.

In fact, Deloitte’s 2019 Global Human Capital Trends research showed that over the next three years, a majority of organizations plan to increase AI-based capabilities, robotic process automation, and cognitive technologies.

With the hundreds of promising software solutions flooding the market at an unprecedented rate, it’s a mystery why any organization would have trouble going completely digital, right?

However, the opposite scenario is true. Stats show that most enterprises have significant problems with the digital transformation process. In fact, 70 percent of change management initiatives fail.

If there is a software solution on the market for nearly every potential business problem, then why is digital transformation historically so unsuccessful?

The answer is that humans are at the center of every digital transformation strategy, and learning takes a great deal of effort along with the help of practical training. In other words, the efficacy of the tool depends 100 percent on the human employees’ abilities to understand, implement, adopt, and magnify their jobs with all the new software leadership throws their way.

This means no matter how many software solutions an organization invests in, it will only be successful if human learning is at the heart of digital transformation efforts.

Let’s take a look at current challenges with enterprise-level digital transformation and how a newly identified category of technology, Digital Adoption Solutions (DAS), can help create a seamless, people-focused transformation process.

Current Challenges of Enterprise-Level Digital Transformation

Research from Deloitte and MIT Sloan Management Review revealed that 90 percent of survey respondents said becoming digital is more destructive than constructive.


Here is an overview of the reasons why digital transformation is often an ineffective and frustrating experience.

1. Employee Pushback
Human learning is complicated, emotionally driven, opinionated, and characterized by diverse learning styles. This means there is no guarantee of new technology adoption if you don’t plan to cater to human needs, job roles, and learning styles. If humans aren’t the focus of your change management practices, you can rest assured there will be employee pushback.

2. New Tech Training Is Not Effective
With digital transformation comes new business processes, an array of further information, and a chunk of knowledge employees have to gain quickly. However, training is rarely up to par.

Digital transformation efforts often focus on technical implementation and hitting the
go-live date goal, and leadership overlooks the human learning element. For digital transformation to work, one fact remains: Humans must learn how to use the software and be motivated to continue to use it.

3. People Expect an Intuitive Experience
With our daily use of computers, mobile devices, smartwatches, streaming technology, and more, it’s easy for people to think they are tech-savvy. However, the devices humans use daily are designed to be highly intuitive. With a glance at the screen and by following simple prompts, it’s possible to use an everyday device with little to no training. While this is excellent news for everyday tech users, it creates an unrealistic expectation that all technology is as easy to use as a smartphone.

SaaS’s solutions, although an improvement, are still not as intuitive as they are designed by engineers and not users. The advent of SaaS has accelerated the pace of new software updates. This leads to a dizzying pace of updated functionality that an average employee needs to learn to reach full digital adoption. All of this coupled with inadequate training leads to disaster.


How Does DAS Help Create a Seamless Digital Transformation Process?

With several failed digital transformation initiatives across multiple industries, professionals have learned how to create a people-centric and successful digital transformation process by leveraging a new category of solutions.

Digital Adoption Solutions puts the focus on human adoption of workplace technological changes. They run as interfaces that overlay the technology and intuitively guide new users through the learning process by providing in-app, contextual, real-time information to boost adoption.

Instead of setting traditional training courses, giving employees a manual, and hoping for the best, DASs solve the real problem. In fact, this technology is even capable of automating certain repeated functionalities of a certain software, which further eases the headache of running daily mundane tasks.

Power Your Digital Transformation With the Human Touch

A transformational process that lacks considering the human element is setting the organization up for a massive downfall. You don’t want to put your company in the situation where they are enabled with the right tools just to get frustrated on how to go about using them to their full potential.

DASs consider various learning styles and provide employees with the ongoing support they need to be successful using new technology in their everyday work processes.

To learn more about how DASs enhance employee learning and elevate employee experience, please visit Whatfix or check out a demo at ATD TechKnowledge 2020.

About the Author

Gary Malhotra is a full-stack product marketing leader with experience steering 12 SaaS products to market leadership. He heads the product marketing team at Whatfix and spends his time constantly creating, planning, and implementing innovative and exciting product marketing strategies.

1 Comment
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Efficiency is achieved by cancelling out the risk of error. This risk is significantly high for dull repetitive tasks performed by humans, which gives automation a chance to improve many of the current aspects of a business.We at CiGen (an Australian pure-play RPA specialist) believe that automation is a key tool to assist digital transformation, and implemented correctly, within a company culture that encourages people to adopt automation in a gentle way, it can propel a company to the top.
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