Best Practices For Maximizing The Value Of Your Digital Adoption Platform

The focus of this discussion centers around digital adoption, which they define as technology that assists users in accomplishing tasks in their moment of need. Kerri explains that Boston Scientific was prompted to explore digital adoption due to the complexity of their global operations and the need to comply with diverse laws and regulations in over 130 countries.Their digital adoption implementation aims to remove barriers for users, improve efficiency, and enhance the quality of their processes. They measure success through both quantitative and qualitative methods, including time savings in performing tasks and reducing the need for support tickets. Additionally, they've seen significant reductions in error rates and a boost in user satisfaction.One interesting aspect of their digital adoption strategy is the creation of a persona named "Nimble," a cute robot that engages users and enhances their experience within the system. Nimble has been instrumental in building a connection with users and driving engagement.Nick commends Kerri's team for effectively communicating the value of digital adoption within just 18 months of implementation, which is commendable given the challenge faced by many companies in conveying the benefits of software investments.The discussion highlights the importance of building a skilled and dedicated team for the project, as well as the need for flexibility and adaptability during the implementation process. Kerri shares how her team spent time learning the tool and understanding their system and users, which proved vital for a smooth and effective deployment of digital adoption.The success of their digital adoption initiative is measured through various quantitative and qualitative metrics, including time savings in performing tasks and reducing error rates. Kerri emphasizes the significance of engaging with the user community to gather feedback and insights, ensuring that the content and tools provided meet their needs effectively.Furthermore, they touch upon the rising profession of digital adoption and how organizations are increasingly investing in this technology. As an early adopter, Kerri provides valuable advice for those starting their first digital adoption project. She encourages them to be creative, open to change, and seek user feedback actively to drive successful implementation.On a lighter note, they share personal experiences with ChatGPT, using it for planning vacations and exploring the fun possibilities the technology brings. The conversation concludes with enthusiasm for the future potential of digital adoption as it continues to evolve and positively impact various domains. Kerri's journey with digital adoption exemplifies the transformative power of this technology in optimizing processes and enhancing user experiences.Overall, the conversation showcases the practical application of digital adoption in a real-world scenario, highlighting its positive impact on user experience, efficiency, and quality in a complex global environment.