Building User Adoption Into Your Enterprise Software

Nathan Pfrimmer | OpenTextPhil Volpe | ANCILE10.20.2015

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Agenda

• Introduction

• OpenText Learning Services

• User Adoption, Its Importance, Moments of Need

• OpenText’s approach to performance support – OpenText Personalized Help

• Demonstration

• Partnering for Success with ANCILE

• Q&A

Who is OpenText?

OpenText is a leader in Enterprise Information Management, helping companies manage information for improved productivity, competitiveness and customer experiences

Trading Partners

Employees

TransactionsManagedAnnually

Users

GlobalRevenue

Customers

Supported

Around theGlobe

1

120Offices

100million

100K

600K

16billion

$1.6billion

#1in EIM

8500

141Countries

NASDAQ: OTEX, TSX: OTC

Worldwide Leadership

Pharmaceutical

Automotive

Mining

Oil & Gas

Aerospace

Finance

Retail

Food & Beverage

10 of the top 10

10 of the top 10

7 of the top 10

29 of the top 50

8 of the top 10

14 of the top 20

7 of the top 10

9 of the top 10

Realizing the Digital-First Enterprise

Content Suite

Experience Suite

Process Suite

IX Suite

Discovery Suite

EIM SUITES

EIM for

EIM for

EIM for

OpenText Cloud

ECOSYSTEM SUITES

appworksDEVELOPER TOOLS

MANAGED SERVICES

OpenText Enterprise Information Management

Education Consulting

Adoption Strategy &

Assessments

Needs Assessments

& Planning

Custom Curriculum

Instructor-Led

Training

On-site

Virtual Classroom

Public classes

Self-paced eLearning

(CBT)

Hosted

Customer LMS

Custom, Localized

User Performance Support

OpenText Personalize

d Help

Quick Reference

Guides, Job Aids

Learning-as-a-Service

Subscriptions

Open University

eLearning

OpenText Learning Services

Building the Right Program for your EIM Community

Education Consulting

Adoption Strategy &

Assessments

Needs Assessments

& Planning

Custom Curriculum

Instructor-Led

Training

On-site

Virtual Classroom

Public classes

Self-paced eLearning

(CBT)

Hosted

Customer LMS

Custom, Localized

User Performance Support

OpenText Personalize

d Help

Quick Reference

Guides, Job Aids

Learning-as-a-Service

Subscriptions

Open University

eLearning

OpenText Learning Services

Building the Right Program for your EIM Community

Business Challenges in Software Training• Shifting focus from Formal to In-Formal

Learning

• Transition of traditional instructor-led to self-service and learning-on-demand

• Market pressures on the time and costs of instructor-led training

• Realization of the challenges of knowledge and skill retention

• Challenge to maintain high levels of usage and proficiency (# of users, and usage of increased functionality)

• Increased focus on tailored training for business users

User Performance Support is learning at the moment of Apply

Source: Innovative Performance Support, 2010 (Gottfredson, Mosher)

Traditional Training User Performance Support

Why is User Adoption both important yet challenging?

Most Important Factor in Realizing Value in Enterprise Software

11

0%

10%

20%

30%

40%

50%

60%

70%

80%

Effective UserAdoption

SoftwareFunctionality

OrganizationalChange

ProcessAlignment

Source: Achieving Enterprise Software Success, SandHill.com

Source: Thalheimer, W. (2006, February). Spacing Learning Events Over Time: What the Research Says

“40% of executives worry that their organizations will not keep pace with technology change and lose their competitive edge” –McKinsey study, 2013

Project Sustainment

Quantifiable value of increasing and maintaining user adoption throughout the software life cycle

Forgetting Curve

Learning Curve

User Application Proficiency

Time

The Value of User Proficiency & Adoption is Real

0

25

50

75

100

Organizational Capability: Essential Over the Long Term

Skill wanes• People move• Processes change• Technology

changes• New hires know

“less”Impact is dramatic • Between 10–30%

capability per year

Team Skill

Source: IDC, The Silent Killer: Knowledge Leakage and the Impact on Technical Skills, 2012

Replacement workers trained to 60%

91

71

5341

78

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Team skill @ 30% leakageTeam skill @ 10% leakage

Goal — 100%

By year 6 — it has only 24%

Year 3 — organization has 41%

of its original capability

Knowledge Leakage: Skills degrade over

time

Year 3 Year 6Year 1

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Understanding

ProficiencyAdoption

Provide knowledge at moments of need to build to user proficiency

Culmination of knowledge and skills that lead to functional use of the application

Reaching the level of mastery that maximizes user effectiveness of the application in completing the job

Time to software adoption directly impacts return on technology investment

User Success

Return on Technology Investment (RTI)

Enable Understanding to climb the Adoption Realization Curve

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15

“Automaticity is the ability to do things without occupying the mind with the low-level details required, allowing it to become an automatic response pattern or habit. It is usually the result of learning, repetition, and practice.”

i.e. examples of automaticity are common activities such as walking, speaking, bicycle-riding, assembly-line work, and driving a car

Source: https://en.wikipedia.org/wiki/Automaticity

Our Approach – OpenText Personalized Help

Key Design Criteria

• Seamless user experience from within the application, to help full the “Moment of Apply” needs

• Role-based filtering of content• Seamless bridge to “Learn More” • Ability to rapidly update and maintain content to reflect client’s

look-and-feel, taxonomy, configuration, business processes, etc• Work with many different applications• Work with both On-premise and Cloud deployments

OpenText Personalized Help

Rapid Capture and Authoring

Simulations

Guided Help

Job Aids

Cue Cards

Quick References

ConfigurationInformation

Training Material

Exercises

Test Scripts

• Rapidly create documents, simulations and eLearning courses

• Capture screens, actions and data• Create multiple output types and formats from

single recording• Record any standard Windows or web-based

application• Ensure consistent outputs across authors

with templates• Convert content to multiple languages• Learning Management System (LMS) and HP

Quality Center integration supported• Web Portal to facilitate “Learn More”

scenarios self-service

Personalized Help for OpenText ECM

Personalized Help for OpenText ECM

Personalized Help for OpenText ECM

Job Aid appears based on: What the user is doing User’s role / language Where the user is working

in the system

Personalized Help for OpenText SAP Solutions

1

2

3 Custom Job Aid Appears

Job Aid appears based on:1. Transaction code / page2. User’s role / language

OpenText Personalized Help

Personalized Help Platform• Publishing application server• Rapid recorder and authoring

client

Deployment Services• Design | Build | Enable• Context-Sensitive Help set-up

Starter Kits of Content: • Content modules: Content

Server ECM, Extended ECM for SAP, Vendor Invoice Management

Content Tailoring Services• Template design• Custom Job Aid development

OpenText Personalized Help Demonstration

Solution for the Entire Project Lifecycle

Plan Design Deliver SupportDevelop Train Improve

Testing Procedures& Exercises

SimulationsConfiguration OnlineHelp

OpenText Professional Services Benefits• Increase customer satisfaction

– Make their daily work easier by providing intelligent context-sensitive help for users that reflects their system, their taxonomy, their business processes, and is available on a self-service basis

• Rapidly capture/create, publish and re-use deliverables such as design documentation, build books and UAT scripts

• Facilitates deployments and upgrades• Provide “insurance policy” for software adoption and ROI

Workflow key to keep content fresh

Management Dashboard

Enterprise Value of Personalized HelpFor CIO

Provides significant savings in documentation and training costs Reduces timelines for project documentation and training Reduces web site design and development costs Reduces help desk support costs

For Project Sponsors Provides consistency and standardization Provides control on documentation process Supports quality management goals Means acceleration for the project

For Business Users Higher Confidence and Efficiency Greater productivity, less errors Higher Satisfaction

For Content Authors, Coaches, Trainers, SMEs Simplifies distribution of latest information Produces consistent, high-quality output in less time Simplifies document maintenance

Partnering for Success with ANCILE

Adoption Fuels Revenue Growth

GrowRevenue

& Profitability

Sales and Renewals

• New Market: Custom Help Services for “Non-Expert” End-Users

• Improve renewal rates

Development

• Guide New Product Functionality (and Ensure Usage)

Professional Services

• Custom Content

• Deeper Integrations

• Advanced Usage

Customer Support

• Reduce Support Calls

• Rapidly decrease time to create Guidance Content by SME

SAP Productivity Pak

HP ART

EMC STaRT

BMC ESA

OpenText Personalized

Help

solutions

The world’s leading software companies

drive user adoption with ANCILE technology

4,400customers worldwide

Includinghalf of the

Fortune

100

and

19 millionend users

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Enterprise Scenarios

Managing an upgrade

employees

continents

time zones

stakeholders

assignment groups

integrations & simultaneous deployment

18,0005

247,000

14,00033

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Enterprise Scenarios – Delivering Success

“…an absolutely phenomenal enabling tool, which cut our training costs by 90% and upped our adoption from the typical 40% for new applications to 95%. 6,500 people trained, less than 200 service calls and less than 1/3rd of those were training related.” “Huge Increase in Performance. No need for a training environment  - people learned by show me/try me (simulations).”

Global Roll out: 18,000 employees, 24 time zones, 7,000 stakeholders

5 continents, 14,000 assignment groups

33 integrations and simultaneous deployment

Created performance support materials available on demand, within the application and in formats that fit the learning styles of users.

Questions and Answers

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Our Approach and Results

Strategy Performance Support

Partnership, software

license solution

Flexible for content

development

Design In-Application Help

User Experience

Build Prototype Productize

Market Organizational Readiness

Prioritize Customer Segments

Customer Awareness &

Campaign

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Key Considerations

Focus – where will you make the biggest impact?• i.e. applications with the most users or those that need to most help

Organizational alignment – do your stakeholders understand user adoption and are they measured on it?

Establish executive sponsorship and clear revenue ownership and objectives

Document and communicate success stories

Contact Information

Nathan PfrimmerDirector, OpenText Learning Servicesnathanp@opentext.com613-238-1761 x2214

Phil VolpeDirector, Strategic Alliancesphil.volpe@ancile.com613-614-6148

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