Background:
As a Business Analyst, I was tasked with leading the Adoption and Deployment efforts of a key automated workflow development project. This initiative was part of a larger strategic goal to transition the Opportunity to Implementation value stream from manual Excel-based processes to a transparent, measurable system powered by PEGA. The key user personas in this workflow were bid managers and solution designers, responsible for guiding opportunities from bid to order. Despite the significance of this tool, adoption wasn’t mandatory, and no hard deadlines were in place for switching from legacy processes.
Challenge:
Despite the strategic importance, the initial adoption rate post-MVP launch was only 14%. Without a mandate or a clear cut-over point, our team faced a significant challenge—how to encourage voluntary adoption of PEGA without disrupting day-to-day operations or compromising on user needs. The only solution was to demonstrate the value of the new workflow by delivering a seamless user experience that addressed every requirement.
Solution:
- Comprehensive Adoption Plan and Regular Communication 📈:
To drive user engagement, my team implemented a detailed adoption plan, complemented by regular communication. We began hosting weekly steering committee (steerco) sessions to update key stakeholders on adoption progress, present reports with background information, and share user feedback. These sessions were crucial in securing executive support for areas requiring intervention. - Proactive Monitoring and Engagement 🔍:
I recognized that understanding key workflow inputs and trigger points would help boost adoption. By monitoring the Salesforce opportunity queue, we identified qualified deals and proactively engaged bid managers. My team reached out to individual users, guiding them to use the PEGA workflow, which increased adoption and generated valuable feedback for continuous improvements. - Building a Knowledge Base and User Support 📚:
I collaborated with the SharePoint team to build a knowledge base, featuring a user guide, an automated change request form, and a service request process for issue escalation. This support infrastructure empowered users to get assistance quickly, which reduced friction and encouraged greater engagement. - Focused Approach with High-Potential Teams 🎯:
One breakthrough came from focusing on the security bid team—a smaller, high-volume group struggling with multiple spreadsheets and transparency issues. Recognizing their pain points, we engaged in dedicated feedback sessions and developed a personalized backlog process. This collaborative effort helped prioritize their user stories, ensuring the workflow addressed their specific needs. Their active involvement in user testing and feedback loops ensured they stayed engaged and provided insights for further improvements.
Results:
Our targeted efforts resulted in a 21% increase in the adoption rate within just two months. The security bid team’s enthusiastic participation created a positive feedback loop, enhancing the workflow’s functionality and encouraging other teams to follow suit. 🌟
Takeaway for Clients:
The key to increasing adoption lies in a tailored approach—one that combines clear communication, proactive engagement, and personalized support. By addressing user needs head-on and fostering a culture of feedback, we were able to transform a low-adoption scenario into a success story, demonstrating the power of collaboration and user-centric development. 💡
Let’s work together to achieve similar success in your organization—where adoption rates rise, processes become seamless, and your teams can fully embrace the tools designed to help them succeed.
