Measuring Digital Adoption Maturity
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.
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)
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
- Assess Current State: Where are you now and why?
- 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?
- Prioritize: Which of the five process areas do you want to focus on?
- Define Future State: Given risks and competing priorities, where can you reasonably expect to be in 1 year? 2 years?
Step 2: Identify actions
Plan out steps you can take, to elevate your maturity in each dimension.
Step 3: Prioritize actions
For each dimension, what are the specific activities that will advance your maturity? (See Formalizing Your Digital Adoption Strategy for recommended activities to move from the Emerging stage to Formalizing stage).
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 4: Take action
Use a cost/benefit approach:
- Which activities will advance maturity more than others, with the lowest cost and/or lowest risk?
Step 4: Operationalize how you use the matrix
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
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