Intro to Scaling Digital Adoption
Operational excellence in the digital adoption space is the ability to execute a digital adoption strategy consistently and cohesively throughout the business. Operational excellence is the key to scale.
A company that priorities operational excellence focuses on governing a gold standard, elevating their digital adoption professionals, and continuously iterating to strive for maximum efficiency.
To be Best in Class with use of a Digital Adoption Platform, companies should strive for a programmatic approach with governance around operations and stakeholder interactions. For many companies, this means creating a Center of Excellence or Community of Practice.
From Project to Program
Companies typically start by purchasing a Digital Adoption Platform (DAP) for a single application (a “point solution” approach). As the point solution starts providing positive benefits, this singular purchase evolves into a digital adoption strategy across multiple software applications, departments, and even enterprise-wide.
Tools such as the Digital Adoption Maturity Matrix can evaluate the effectiveness of your approach as you scale.
Benefits of Operational Excellence
Though achieving Operational Excellence multi-year initiative, you will start to realize the benefits almost immediately.
Maximized resource utilization
- Economies of scale reduce repetitive tasks and strengthen cost accountability
Optimized end-user experience
- Champions a consistent end-user experience in the consumption of digital adoption content and incorporation of feedback
Empowered Digital Adoption Professionals
- Sets clear expectations for team roles and responsibilities and helps the business case to expand digital adoption team
Accelerated journey to Best in Class
- Improves maturity on the Digital Adoption Maturity Matrix and gives you a competitive edge
Your Operational Excellence Journey
A multi-year journey to Best in Class includes three (3) phases.
Phase 1: Targeted Outputs & Building Digital Adoption Skillsets
- Build precise, point-solution implementations and grow skill of Digital Adoption Team members
Phase 2: Projects at Scale & Operational Dependence
- Improving resource efficiency and stakeholder time to value through digital adoption standards at the implementation level
Phase 3: Maximized Value
- Achieve maximum ROI through standardization that is enterprise-wise, embedded, and programmatic
See the following resources for more information:
- Project Governance vs Program Governance
- Digital Adoption Standard Operating Procedures (SOPs)
- Measuring Digital Adoption Maturity