Track User Adoption
Measuring adoption of the service by users is critical, both immediately after go-live and over time.
Your organization must:
- Have a plan to manage user adoption.
- Support new business users in the production environment with training, communication, and issue resolution through your support team.
- Set up usage reports and use adoption dashboards to track progress.
- Consult the standard metrics that include the daily, weekly, and monthly active users, number of logins, and frequently accessed visualizations.
- Boost user retention by providing valuable content, building strong relationships, and creating a positive user experience.
- Create individualized user experience to drive adoption.
- Recognize users and offer rewards and incentives for usage and adoption.
- Solicit user feedback.
- Set up feedback mechanisms with the users to retain them. Ask what they want to see next to enhance their productivity and the data-driven culture in the organization.
- As part of soliciting feedback, iterate and make improvements that improve reports, customizations, additional data, etc.
- Provide internal “Office Hours” where success and new knowledge are demonstrated.
This task requires:
- Functional Administrators
- Training Leaders
- Power Users
- User Retention Team
- Support Leaders
- Project Managers
- Technical Administrators
Use the checklist to confirm that the action items are planned for. See Track User Adoption Checklist.