Measuring Digital Adoption Maturity

Last Updated December 28, 2023

Brief Overview

The Digital Adoption Maturity Matrix is a self-assessment tool to help understand, measure, and plan how to achieve excellence in your Digital Adoption program. Use it to set goals and evaluate priorities, guide/organize improvement efforts, and communicate progress of your scaling DAP strategy. 

Industry trend: Using Maturity Models

Executives are leaning into maturity models as a competitive differentiator. Read more here.

The Digital Adoption Maturity Matrix contains the following elements:

  • Stages: The measurement of maturity from Emerging to Transformational
  • Categories: The grouping of dimensions by type into strategic, tactical, or technical
  • Dimensions: The focus areas relevant for scaling Digital Adoption (for example, executive sponsorship)

Tip: Pitch this to leadership

WalkMe recommends the Digital Adoption Maturity Matrix as a framework and a communication tool – but it’s only as useful if it resonates with your leadership.

  • Work with your Customer Success Manager to integrate it into an already-scheduled conversation, such as a quarterly business review or strategic planning session
  • Pitch the industry trend of executives using maturity models as a competitive differentiator 
  • Offer the Maturity Matrix as a Best in Class example of a digital adoption-specific maturity model that can help with regulard strategic planning and alignment

Using the Digital Adoption Maturity Matrix

Start with the Maturity Matrix. Then, move into defining, prioritizing, and executing on key activities related to each dimension. Finally, decide how you’ll incorporate the Matrix into the set of governance tools you’ll use on a recurring basis.

Step 1: Self-Assess

  1. Assess Current State: Where are you now and why?
  2. Define Key Opportunities and Key Threats: Evaluate your company’s environmental factors. Where is the easiest to move the needle? Where is the most difficult? 
  3. Prioritize: Which of the five process areas do you want to focus on?
  4. Define Future State: Given risks and competing priorities, where can you reasonably expect to be in 1 year? 2 years? 
Tip: Prioritize Executive Sponsorship

Due to resource constraints, it’s likely not all dimensions will be prioritized every year. The Executive Sponsorship dimension is an important focus early-on to build advocacy and internal visibility around the program.

Digital Adoption Maturity Matrix

Step 2: Define the Activities

For each Dimension, what are the specific activities that will advance your maturity?

For each activity:

  • What is the scope of the activity? 
  • What is the “definition of done”?
  • What resources/bandwidth are needed to complete this? 
  • What are the risks associated with completion of this activity? 
  • What are the dependencies for this activity? Is there a risk of dependencies delaying this activity? 
  • If completed successfully, what impact will this activity have (relative to others brainstormed) on advancing maturity? 

Step 3: Prioritize the Activities & Execute 

Use a cost/benefit approach:

  • Which activities will advance maturity more than others, with the lowest cost and/or lowest risk? 

“Cost” here might include WalkMe Professional Services, partners, contracted employees, internal hires, etc. Lean on your WalkMe team for scoping support here.

Step 4: Operationalize

A maturity model must be accompanied by an assessment protocol to ensure credibility, repeatability, and accountability of Digital Adoption Program Managers

Incorporate this matrix into a status meeting (recommended bi-annually) and consider the following: 

Align on definitions.

  • Have a “definition slide” handy for each Focus Area
  • Have it up on the screen to reorient leadership as they only see this slide 2-4x per year

Use it as a career development opportunity!

  • Invite individual contributors to “showcase” accomplishments 1-2 highlighted activities in front of executive leadership

Be open to change.

  • Don’t assume the prioritized focus areas from the initial assessment are still all correct
  • Ask, confirm, and adjust as-necessary

Get Started

Additional Resources & Peer Connections

Visit  the WalkMe Community to put this knowledge into practice alongside your peers – 

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