Build It and They Won’t Come: How to Bring Technology to Users

December 12th, 2019

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:

  1. The solution is for a specific role with a specific problem
  2. There is a workflow that drives how the person in the role does their job
  3. 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.

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Collections: Embed a capability where your users are working

A few years ago, I helped produce a capability that engaged with both knowledge teams and end users to collect and curate the best information and share it with others. This was a general use capability not tied to any specific process. Within weeks of the launch hundreds of collections were created. Over months it became thousands. Not only were they created, but access to information in these Collections went through the roof. All this despite little communications or training. What was the secret?

  1. We spent a lot of time designing a solution that was intuitive and attractive
  2. While we did create a home page for Collections we had no intent to push people to go there.

Part of the success was providing a simpler and superior mechanism for collecting and sharing information. But making that information available to users where they were already searching for information was critical – especially for consumption. Because we made it easy to embed Collections where end users would most benefit – within other topic-based web pages as well as in search results – they started appearing and our end users found them useful

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I have only scratched the surface on approaches to integrate knowledge into the flow of work. How have you improved performance by integrating into an existing process or workflow?

Please reach out and share an experience you have had – or created - integrating knowledge access or sharing into the flow of work. Use the comments section on my LinkedIn post to share your story.

Would you like to learn more about Keeeb? Send me a note.
Tom@Keeeb.com

Keeeb’s Enterprise Intelligence Platform

Keeeb’s Enterprise IP enables organizations for the first time to establish one continuous workflow for finding, curating, creating, and collaborating knowledge:

  • Bundle data repositories in one unified platform (e.g. Salesforce, SharePoint, OneDrive, Box, Office 365, Confluence, third-party knowledge providers, and enterprise systems): For the first time organizations can transform a simple Google search into a complex universal search that yields not only public knowledge, but private, professional, and people knowledge that was previously beyond the reach of browsers.
  • Discover knowledge intuitively: Organizations will turn the cumbersome search process into an intuitive, automated knowledge discovery flow initiated directly at the point of application where people are used to search.
  • Collect, curate, and create knowledge efficiently: Any kind of content can be collected, curated, and synthesized into a dynamic, engaging research package accessible directly in your everyday productivity applications.
  • Share and collaborate on knowledge with no detours: By making sharing and collaborating on knowledge easier and faster than ever before, organizations can significantly enhance their productivity and profitability.

Keeeb

"A personal Google for everyone" – The Wall Street Journal

Keeeb‘s Enterprise Intelligence Platform unleashes enterprise intelligence by maximizing the productivity and performance of employees, revolutionizing digital engagement with information, and accelerating the commercial, social, and personal progress of organizations.

To this end, Keeeb connects all existing knowledge from public, private, people, and professional sources in one unified platform, transforms the manual search into an intuitive, automated discovery by integrating knowledge into familiar digital environments presenting it at the point of application, and enhances workflow productivity by making collecting, curating, sharing, and collaborating knowledge easier and faster than ever before.

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