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The Digital Adoption Platform Professional: A Rising Role in Leading Companies

The Digital Adoption Platform Professional: A Rising Role in Leading Companies

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By Shoshana Friedman

Business needs are quickly evolving, and through these changes, a new role for the 21st century has emerged: the Digital Adoption Platform (DAP) Professional.

Every day, more and more enterprise companies are implementing digital adoption solutions to accelerate their digital transformations. But to get the most out of any digital adoption platform, there needs to be trained people on the ground leading the charge within enterprise companies.

Let’s delve into this exciting new position to understand how it works, hear real-life examples of digital adoption professionals, and coming up on July 28-29th, join us for WalkMe Elevate, an event celebrating DAP professionals worldwide. 

Why is a digital adoption platform necessary? 

As we enter into the Next Normal, many companies are moving fast to ensure their digital operations are up-to-date and can accommodate today’s new reality. Part of expediting digital processes includes understanding your company’s base-line needs and making sound investments.

Oftentimes expensive software is purchased, but it is not being fully adopted, resulting in a low ROI on software investment.  WalkMe recently collected data on company software usage and digital adoption and found that 60% of companies do not have any insights into how employees use their entire software stack. 

Using a digital adoption platform (DAP) is a solution that many companies are turning to for insights and visibility into their software usage, as well as DAP’s ability to increase efficiency through automated processes, and improve user adoption through guided navigation and contextual learning. 

What is a DAP professional? 

A DAP professional is someone within an organization who owns and manages WalkMe across the software ecosystem. While no two DAP professionals’ journey to the role is exactly the same, as the business case increases for more WalkMe at the organization, the DAP professional grows to have more ownership over the implementation and roadmap.

Who are DAP professionals?

We’d like to introduce you to two DAP professionals to better understand the scope of their work and how they came to assume their multi-faceted roles.

Steffaney Zohrabyan

Senior Technology Learning Programs Designer at T-Mobile

How did you become a DAP Professional?

I first learned about Walkme while I was completing my master’s degree in Learning and Technology early in 2018. At that time I was working in the translation industry and trying to help onboard translators to machine translation software, instead of using more rudimentary methods of translation, Walkme was the perfect solution!

This brief experience led me to my first role as a DAP manager. The company had a fantastic field training program, but they were migrating from Salesforce Classic to Salesforce Lightning and moving a lot of their functionality and workflow. It was a big company-wide change that required a lot of heavy lifting and a lot of training. As a DAP manager, a big part of it was creating awareness: sending shoutouts to let our 10,000+ Salesforce users know about updates and new Salesforce Lightning features, as well as training and best practices, to help the users acclimatize to the new features and how they fit into their workflow.

What have been the greatest successes in implementation and DAP usage at your company?

The greatest success in implementation was right after our merge with Sprint. The Salesforce data from our two companies had merged overnight and accounts that were overlapped between the two accounts were considered “co-owned.” The company had done a great job getting as much communication out about these co-owned accounts in meetings and emails, but I knew that nothing was as important as getting them alerts right on their screen. We were able to use WalkMe to autoplay shoutouts when a user was on an account that was considered “co-owned.” This shoutout let them know it was co-owned, what that meant for them as a seller, and gave them a short walk-thru to help them find the contact information of the co-owner at Sprint. 

Not only did we have 100% engagement with the shoutouts, but we had nearly 100% engagement with the users following the walk-thru to find the account co-owner. This saved our sales manager and our sales teams a lot of time and confusion and really let our sales managers know that WalkMe was more than just a training tool, but strategic software to help their sales teams in real-time.

How do you rally people in the company around digital adoption?

I actively search for initiatives and new programs in my company that WalkMe can be helpful for. For example, I knew another instructional designer was working on a training for a Salesforce Plug-in, ZoomInfo. She did an amazing job with the training, but I knew that having a tool inside Salesforce to engage users right when and where they needed was invaluable. Even though nobody asked me, I built out the WalkMe content to not only get a user prospecting with ZoomInfo, but I automated steps for them along the way, taking away clicks and making the tool seem even more intuitive and easier than it was.

Employee engagement and usage increased by 30% within a week, in comparison to the initial launch where it took several weeks to reach 30% usage with just the standard training and communication solutions.

Are you learning a lot on the job, how often are you enriching your DAP knowledge?

I’m constantly on the WalkMe Community page. They created a fun and competitive culture within their DAP community and I’m so here for it! Every DAP professional wants to come up with the coolest and most innovative solutions, and I’m able to learn so much from other builders. 

Also, I think a big positive of the current situation has been the different WalkMe webinars that highlight WalkMe customers and discuss how their solutions are helping them during this time. Hearing how industry leaders and executives are helping their teams and customers succeed with WalkMe is a huge inspiration and has helped as my own team pivots to the new normal. 

Martin Bowman  

Business Change Trainer, Business Operations at Sage

How did you become a DAP professional? 

I’m a trainer in our Global Business Change team. Our VP had used WalkMe in a previous company and was in the early stages of introducing WalkMe to Sage, setting up a proof of concept in our internal procurement app.

I had just delivered classroom training to an early-adopter pilot team for our CRM migration to Salesforce. I was asked to look at WalkMe and help identify any immediate benefits we could find within Salesforce to support the wider rollout. I loved it. We set up an editor and I just started trying different things to see what worked and how far I could push it.

My goal for Salesforce was to reduce the impact of classroom training and give our colleagues more support in real-time through WalkMe. And it did exactly that. We reduced classroom training from 5 hours to 3.5 hours across our entire UKI Customer Services organization. The time saving was incredible.

WalkMe is a key part of supporting colleagues with adoption, consistency, and confidence in our new global processes.

What have been the greatest successes in implementation and DAP usage at your company?

Our biggest success has been within Salesforce. We see an average of 12,777 walkthrough plays every day. We save hundreds of hours of colleague time each month through automation. When it comes to feedback; 80% of colleagues have voted that the content has helped them complete their tasks. We’re thrilled with how well it’s been received! And this is just one example. 

Through other apps we’ve reduced the number of Service Now tickets submitted, reduced the number of errors made in webforms, and increased visibility of tasks to meet business deadlines. The success of WalkMe is the sum of all the small improvements and efficiency savings we see in every system.

How do you rally people in the company around digital adoption?

I’m part of a dedicated Change Management team who was asked to support the launch of WalkMe at Sage. We have a DAP Manager, a Salesforce DAP Specialist, and a team of content builders to drive our delivery and maintenance of WalkMe.

We first branded it as In-App Support, powered by WalkMe. We wanted to give it a name to reflect what is in it for our colleagues. We created an internal microsite with FAQs to be a central point of information. We created branded merchandise, such as hoodies, which we’d wear around the building and encourage people to ask us about it.

But the easiest way to generate interest in WalkMe is to just deploy good content which makes people’s jobs just a little bit easier. Once people feel the benefits for themselves, that’s it – they’re sold.

From a change management point of view, and in my role as a trainer, we also review every new product/system for its suitability to deploy WalkMe. We’ll make recommendations to product managers on what more we can accomplish using WalkMe’s functionality. People are often pleasantly surprised when you explain what you could achieve in their application.

Are you learning a lot on the job, how often are you enriching your DAP knowledge?

I learn a lot on the job. I’m a trainer, but going against everything I preach, I’m the kind of person who learns more from just diving in and giving it a go before properly learning how things work. To be honest, I learned the basics of WalkMe through trial and error before I looked at the WalkMe University content. It’s a little backward, but it works for me and WalkMe was intuitive enough to let me do this.

I also get inspiration from how others have used WalkMe and I’ll run off to replicate what they’ve done in my own editors. At Sage, the builders actually get together often to review each others’ work and share best practices. It’s a great approach that works well for us.

Introducing DAP Professionals Day

As you have read in this article, DAP professionals play a really interesting and dynamic role in their companies. This field is steadily growing as more than 1,800 enterprise companies use WalkMe. 

As part of WalkMe Elevate, the DAP professionals event, the inaugural DAP Professionals Day will be celebrated on July 29th as a way to recognize and celebrate the work of DAP professionals globally.

Celebrate DAP Professionals Day

DAP professionals work behind the scenes to enable digital transformation and ensure the success of your digital investments. Say “thank you” to your DAP professional! You can treat them to a coffee (if you’re remote, there’s always a gift card), recognize them in a company meeting, or say your thanks publicly on Twitter or Linkedin with the hashtag #DAPProfessionals (remember to tag your team members!) As an essential employee of the Next Normal, be sure to thank them for all the work that they do!

A growing field of DAP professionals

With digital adoption on the rise, a new profession of DAP professionals is flourishing. This unique role is continuously changing and is instrumental to a company’s digital growth and transformation.

 In the near future, the skills required to own and implement digital adoption solutions throughout a company will become more highly sought after. WalkMe recognizes that and is intent on pioneering this new field to give more professionals exciting new work opportunities. We invite you to learn more about what it means to be a DAP professional and join us in celebrating the hard work and accomplishments of dedicated DAP professionals worldwide. 

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Shoshana Friedman
Shoshana's background in product and user experience gives her writing a focus on the human aspect of the business and technology landscapes. Her unique UX angle allows her to assess the digital era in a way that is both practical and insightful.