Stop swapping your software in an attempt to fix poor user adoption

Blog article | By Anthony Wolny, January 9, 2019

We see it time-and-time again, businesses struggle to capitalize on the benefits of their digital transformation (DX) once in the Post-Go-Live stage of the project.


“75% of DX projects don’t deliver their intended value.”

Gartner stated this in their 2015 study, Future Trends: Future Look at SaaS in the Application Markets


Organizations usually believe the fault lies in the technology.

In an attempt to resolve their issues the software is simply swapped out for a competitor, organizations expect this change to resolve all their existing issues.

But, the reality of onboarding thousands of users does not change along with the software.

Why does this viewpoint exist?

When a digital transformation project is struggling, often the blame falls on the software.

However, we found from our years of experience that the software is not causing the issues, rather employees lack the correct support.


“When it’s a change management effort, the technology part is the easy part, it’s the people piece that becomes the more challenging part.”

Matt Burns, Global HR Executive


Employees either struggle to adopt the new technology or simply choose not to use it.

Now, do organizations address the adoption issue? In most cases, no, instead the software is simply replaced.


 “Businesses believe they can fix their user adoption issues by switching their software.”

Mary McGuire, Change Consultant


By just replacing the software the same issues will repeat themselves.

The perception of expecting a different software to fix all the pre-existing problems is costing businesses billions.

In 2018 alone businesses spent $1.3 Trillion on digital transformation, and out of that investment 70% has been lost resulting in $900 Billion of wasted investment.

How can the problem be fixed?

First and foremost a mindset shift must occur.

The software is not causing poor user adoption.

IDC found in a recent study that the software was the least important barrier to a successful digital transformation project.

To ensure success, place a greater focus on the changes in strategy, culture, behavior, processes, and skills.

You must overhaul your entire support network rather than purely focusing on the software.

What focus is needed to ensure a successful project?

Strategy: Is your digital transformation project a change in strategy for the organization and the employees interacting with them?

Culture: Does the digital transformation change the way things have always been done?

Behavior: Are you implementing a digital technology that will require people to behave differently?

Process: Will the digital transformation require an amendment to existing processes or introduction of new processes?

Skills: Does the transformation require your employees to adopt new skills to execute tasks?

By putting your focus on supporting these points, you’ll find that your user adoption and ROI will improve.

The key takeaway to remember is that technology is only one small part of a digital transformation, therefore simply swapping software will not solve your issues.

Do not continue to make the same mistake, to create a successful enterprise-wide change you must support all the affected areas.


For more information on how you can maximize the value from your transformation, view our podcast below.

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