A digital adoption platform (DAP) is a software layer integrated on top of another software application or website to guide users through tasks and functions. Digital adoption platforms aim to help new users quickly learn how to interact with a website or application or assist returning users in learning newly added functionality. This improves onboarding for new users and drives the adoption of new features that may otherwise go ignored.

These tools are also commonly used to train new employees on software used in-house. Some DAP offerings are made specifically for other popular software applications, with companies making multiple DAPs tailored for certain products. However, many digital adoption platforms are customizable and can integrate over any application necessary. Because of this, digital adoption platforms are also a popular customer self-service software option.

Joining us today on PodChats for FutureCIO is Vivek Behl, digital adoption officer from WalkMe to share his perspective on Overcoming resistance to digital transformation adoption.

Vivek, welcome to PodChats for FutureCIO.

1.       Organisations going through digital transformation are not necessarily achieving desired outcomes, with some unwilling to adopt a new way of doing work. What's the rationale for that? 

2.      Can a digital adoption platform be applied to greenfield applications and existing applications?

3.      In your experience, what drives an organisation to incorporate a DAP into its tech stack? Is it the organisation’s intention to digitally transform, or is it implemented upon hindsight when organisations realise that both existing and new employees are not adapting to their existing work applications?

4.      In implementing a DAP, we're effectively introducing a new layer of software on top, doesn't that introduce latency in terms of how the application performs and the backend? 

5.      Identify some of the most common challenges in terms of matching expectations with the realities when it comes to implementing the DAP and executing the digital adoption plan.  

6.      Beyond the alignment session that you mentioned as part of the process for onboarding the digital adoption platform. Can you name any other best practices for ensuring a successful adoption of the DAP?

7.      For CIOs trying to decide on the digital solution or approach to take, what questions should they be asking?