We could invent flying cars, but we did even better – inventing Digital Adoption Platforms

Written by Lucia Manetti

What do digital adoption platforms and flying cars have in common? They both come by the desire to be faster and powerful, but where flying cars are still a dream, DAP are already a concrete reality.

How many times did you get crazy in trying to make your stuff done on a website or a web-app? Especially in the working sphere, nobody is safe from that: human beings will never be completely ready for the technology they invented. Think that half of the world is even completely out of the digital landscape, and those who have digital skills can obviously not know every tool there is out there.

This is the reason why the power of technology should fill the gap and enable humans to overcome their limits.

What are Digital Adoption Platforms?

Digital adoption platforms are key players in this process. Like an intelligent layer over your software, they float within the user’s eyes and the screen, providing all information right when it is needed.

There are different DAP vendors in the market, with different options and peculiarities, but the main goal of a DAP applies to all of them. DAPs are among us to guide users through any task and procedure: flying cars on your platform, to reach faster whatever you want.

Some examples:

Want to do a bank transfer? Ask the DAP.

Want to change your phone operator? Ask the DAP.

Want to start using the new CRM in 1 day? Ask the DAP.

Ever-changing processes? Ask the DAP.

How to onboard new hires? Ask the DAP.

And I can go on.

In all those cases, you’ll have a process that could be divided into micro-tasks: where “doing the money transfer” is the process, “insert the amount of money” is a micro-task, such as “insert the name of the beneficiary” or “write your account number”.

Here at Newired, we call the whole process a Journey and the micro-task Steps, but it’s just a matter of vocabulary.

How does a Digital Adoption Platform work?

Let’s take the case of a medium company spending a lot in customer care for its e-commerce application/portal.

The support is split into multiple channels and phases, managed by different people or teams. Everytime a user needs to have an answer about the portal, he could do that in multiple ways, but in all cases he will be addressed to someone in the customer care department. As you know, web portals, in particular in the case of banks and insurance companies, need to be continuously updated and optimized, due to security and standard reasons.

As something changes in the online purchasing process, the support center is typically overwhelmed by tons of lost users. Apparently, there are not many options for the company but to grit its teeth and dealing with it.

Here comes the DAP power. With a DAP portal users would be enabled to get the answers to their questions by themselves, just by clicking on the DAP launcher. In the Newired products, it is a little icon in the bottom right of the screen, but it is usually customizable.

Once the DAP is launched, it will offer guidance for any possible process, from the beginning to the end, or just a slice of it.

We had a great experience with a customer last year, who reduced the number of calls to the support center of 54% by using our DAP. This would mean a lot of time and money savings for the company of the example as well.

What is the DAP fuel?

As flying cars and ordinary cars, also to the DAP needs some fuel to work fine. Could you guess what it is? Creativity and experience.

Yes, humans have great skills that even the most advanced Artificial Intelligence (AI) is not able to replicate. In this case, we should come closer to technology and give a help.

Someone who is a real expert on the processes that should be stored into the DAP should create the micro-tasks and save them (just one time, it lasts forever). Normally, different people are experts on different processes. We call them the “Journeys authors”, masters of creativity and experience.

Buying a Digital Adoption Platform is like buying a car: you absolutely need it, but how difficult is it to make a good choice?

So, which are the options in the market and what they offer?

Even if the market is young, there are already a lot of vendors. Our advice is to try them all, also the most unexpected ones. There are DAPs to suit all budgets, but before making a choice, consider what kind of DAP fits the needs of your company.

A good idea is keeping focused on the delivery model you need. In general, there are at least two possibilities: Cloud and On-site installation, and each of these options has other subcategories (not that crystal clear in some cases).

I will go deeper on delivery models in our next articles, if you are interested, you can’t miss them 😉

Now you have everything you need to start a new user journey on those fast flying cars, get ready for a test drive with us!