It is generally agreed that the best route to user adoption is integrating into the flow of work. If you don’t integrate, then you have to convince your audience to use a new tool. Making that happen can feel like climbing a mountain. But how do you build products that integrate with established workflows and achieve adoption? This is best accomplished when your solutions check these three boxes:
- The solution is for a specific role with a specific problem
- There is a workflow that drives how the person in the role does their job
- An accepted tool is in place to drive that workflow
An excellent example is Epic’s Health Information System (HIS) where my doctor now keeps records. The HIS solves the specific problem of accessing and recording medical information, exists within an existing workflow, and replaces the previous tool (paper records) while providing ready access to my history and relevant information for diagnosis. Another great example is the support system for help centers that routes calls to the right support resource and equips those resources with needed information to provide relevant guidance.
Unfortunately, it is rarely straight forward to hit all three boxes to achieve that high level of integration and adoption. Many problems are not confined to a specific role, task, or workflow. For example, researchers go fluidly between searching for information, conducting analysis, creating reports, and responding to requests. And as for standard tools, it is rare to find two researchers who use the exact same toolkit, even if the exact same tools are available to both.
Here are a couple approaches to use when your situation doesn’t hit the three boxes above – and yes, Keeeb’s capabilities are designed to help!
Discovery: Bring information to your audiences where they already search and work!
I spent years leading a knowledge team for a large professional services company. One of our biggest objectives was generating user adoption of our internal knowledge search. A comment we often heard was, “Why can’t it be as easy as Google.” That inspired us to make many improvements to our search – most of which were very effective. Yet, our users were never really satisfied. On top of it, I am confident that most of our users still used Google first – and many didn’t even know about our internal search. Why fight your users? How about integrating the internal search into Google? This is the philosophy we’ve taken at Keeeb. Stop fighting what works and start surfacing the internal knowledge search in Google - where users are already searching! And then go to the next step – make the search smart – adjusting itself to the specific needs of the user. But that is a topic for another blog.