Brief Overview
The following is a playbook to evolve your Digital Adoption Maturity from Emerging to Formalizing across the five dimensions of the Maturity Matrix: Business Impact, Executive Sponsorship, Program Governance, Solution Maturity, and Product Adoption.
Visit the Download Templates & Examples section below for a downloadable version of the Maturity Matrix.
Each dimension has the following:
- Recommended action item(s)
- Estimated level of effort (Low/Medium/High) - Estimated relative to other action items on this list, use to prioritize
- Links to best practices, tools, checklists, and frameworks to execute
- Discovery questions
- Why? The most successful Digital Adoption Programs are embedded within the business ecosystem. Your organization has taken a formalized, programmatic approach to other initiatives before Digital Adoption - it's your job to learn from your company's past and current processes as you navigate Digital Adoption process development.
Linked resources for each action item are sourced from the following toolkits:
- DAP Blueprint - WalkMe's self-service playbook for best practices and activities to scale your Digital Adoption strategy.
- Champion Toolkit - Partner to the DAP Blueprint - place for downloadable slide deck templates, examples, calculators and more
- Tip Tuesday Tutorials - Best practices from expert DAP Professionals
Business Impact
See below for recommended tasks and level of effort for each. Click to expand and access resources to take action.
Task 1. Identify relevant data points - e.g. through Insights reports, business data, or system data.
Configure WalkMe Reports to look at metrics such as solution engagement and user behavior analytics. This data should be used along with business metrics to tell a holistic value story.
Level of Effort: Low
Task 2. Build out value narrative for 1-2 key use-cases in partnership with key stakeholders
Use the Four Pillars framework (Define the Problem, Possible WalkMe solutions, Probable forecasted benefits, and Provable outcomes).
Effort: High
Be best in class - ask these discovery questions
Use the following discovery questions to learn about your company's past and current processes as you navigate developing a standard way of approaching WalkMe's impact on your business.
- What was the biggest recent initiative that impacted a large group at the company that you had a major part in? What are the metrics that you used to measure success of this initiative?
- Was the team able to obtain baselines? If so, how? If not, how did they navigate the impact conversation?
- What tools are typically used to collect and visualize data? Do we have access to those teams and people?
Task 1. Identify 1-2 Executive Sponsors and evaluate with sponsorship rubric
Perhaps you have executive sponsors identified, but are they supporting you in the right ways?
Effort: Medium
Task 2. Set up Executive Sponsor communication cadence
Improve accountability and visibility with your key senior leaders.
Effort: Medium
Be best in class - ask these discovery questions
Use the following discovery questions to gain insight into how value and approval works with your senior leadership groups.
- What was the biggest recent initiative that impacted a large group at the company that you had a major part in? Who was responsible for defining success metrics for that initiative? What are the metrics that you used to measure success of this initiative?
- Was it difficult to find baselines and show clear ROI?
- What department/positions were responsible for justifying the ROI of the initiative, and what did their process look like?
Program Governance
Task 1. Map a process for maintaining Content Function with upcoming product releases
Understand the amount of effort it'd take to maintain your solutions. Work towards a more informed resourcing strategy for your DAP team.
Effort: Medium
Task 2. Develop a process to manage and prioritize project requests
Make sure the projects your DAP team is taking on, are worth their time.
Effort: Medium
Task 3. Write out responsibilities of each member of the DAP team
Improve clarity, accountability, and collaboration.
Effort: Low
Task 4. Create a source of truth for your team's DAP processes & documentation
Scale knowledge and align to a source of truth. Create a gallery of solutions to accelerate conversations with prospective internal stakeholders.
Effort: Medium
Be best in class - ask these discovery questions
Use the following discovery questions to learn about your company's past and current approach to cross-department collaboration, project management and product development methodologies, and more.
- Are there processes or initiatives where a group gets incoming and provides output to and from multiple departments? Which group and processes come to mind for this question?
- How closely are functional departments aligned with Information Systems around scope of releases? Can you give me an example of how IS/functional departments worked together on a recent release?
- Does your Product team (or other teams) work in Agile and/or SCRUM methodology? What parts of the methodology do they most closely adhere to?
- What QA/UAT process does your Product team follow?
- How does your Product team deliver projects? Is it called a sprint or delivery team?
- What software do you use (JIRA, etc) to manage and deliver projects?
- How does your Product team currently manage demand? If there are two tasks estimated to be the same level of effort, how does your Product team decide which goes into a sprint? Do you use story points to estimate effort?
- Do large-scale projects typically bring in the role of a SCRUM Master?
- Do you have a Project Management Office (PMO)? If so, is the PMO more supportive, controlling, or directive? Is the PMO federated or decentralized?
- What software do you use for a central knowledge base? Who manages that knowledge base?
- Are there size limitations in your knowledge base?
- Who do we need approval from to create a WalkMe area of the base?
Resource Capacity
Task 1. At least 1 Builder/1 Project Lead have completed the recommended Enablement Path
Level-up your core DAP team skills.
Effort: High
Task 2. Develop a process for how you'll name and organize content in the Editor
Improve Builder efficiency by reducing time to find items and mitigating risk of duplicating efforts.
Effort: Low
Task 3. Complete 2-3 project lifecycles including using Insights for post go-live data review
Improve clarity and DAP team collaboration by knowing where you are in the project lifecycle, at all times.
Effort: High
Be best in class - ask these discovery questions
Note: Part of evolving Technical Capacity is understanding how resource allocation works at your business, so you can keep the resources you have, and plan for future growth.
- What was your company's process for securing the current internal resources you have dedicated or partially dedicated to WalkMe? (If you don't currently have dedicated resources, think about a recent cross-functional initiative that had to secure headcount)?
- Was the process streamlined or difficult?
- What formal documentation did you need to go through?
- Who approved the additional headcount?
- Where did the budgeting come from?
- What partners does your company currently contract with? What was the last large-scale initiative they supported?
Product Adoption
Task 1. Achieve WalkMe's recommended standards for Solution Engagement and Product Usage
Standards:
- > 40 deployables live with more than 5 users
- At least 2 Smart Walk-Thrus with Automation in Production
- At least 2 Smart Walk-Thru with Goals in Production
- At least 7 SmartTips, 5 Launchers, and 3 Tracked Events published
How to achieve these standards:
The following resources to improve these Product Adoption criteria are from our Tip Tuesday and WatchMe Build series. Subscribe to WalkMe Community Events for regular programming on improving adoption.
Effort: Medium
Be best in class - ask these discovery questions
- How do we define adoption? Where did that definition come from?
- How are we currently making decisions about what WalkMe solutions to build?
- Are the solutions we're building, addressing the real user problem?
- Do we know what the real problem is?
Download the Maturity Workbook
Digital Adoption Maturity Matrix Workbook
Use this workbook to self-assess your digital adoption maturity and create a path forward.
Download here.
