What was the business problem(s) that your organization / project was facing, and why did you choose a digital adoption strategy to help you solve it?
Modernizing Medicine® was founded on the guiding principle of using technology to improve the lives of physicians, staff and patients. We accomplish this by focusing on creating efficiencies, innovation and improving patient outcomes. Our challenge was to continue to succeed in our mission while technology advances and user expectations Increase. The more systems a medical practice introduces, the more disruption is created, resulting in lost productivity. Ultimately, this affects patient care and contributes to physician burnout. Our goal with introducing a digital adoption strategy was for our clients to have the ability to use our software to its fullest potential while remaining successful as their businesses grow and our products expand. Investing in WalkMe and other tools geared toward automation provides more self service, fewer support inquiries, increased feature adoption and improved operational efficiencies. Implementing a digital adoption strategy was essential in supplementing our great team and culture.
How did you use WalkMe among other strategies to address your challenges?
Our initial strategy was to implement WalkMe into our Practice Management (PM) product, which supported ~20,000 users at the end of 2018. When we went live with WalkMe, the content consisted predominantly of general apps, such as WalkThroughs and SmartTips. In 2018, the adoption, engagement and satisfaction metrics were impressive with 76% of users leveraging the tool and 96% of those users interacting with WalkMe more than once. In addition to WalkMe’s native reports for goal completion and failed search terms, we adopted the recommended best practice to incorporate surveys following walkthrough interactions. In 2018, surveys had a 60% response rate, with 72% of users reporting that the content was helpful. The success of WalkMe in PM led us to expand to our flagship product, EMA®, our electronic health record (EHR) system, supported on Web browsers and native mobile applications. This increased our active user count to ~68,000 users in 2019, an increase of 240% year over year. Despite the massive growth in users, our survey response rate remained stable, with 55% survey response rate and 72% of users reporting the content was helpful. We have also leveraged WalkMe’s expansion into mobile, automation, insights and session playbacks to help take our digital adoption program to the next level.
How does your digital adoption strategy, especially in regards to WalkMe, impact or benefit your end-users?
During the design and development process, we completed a series of user experience testing to validate the benefits of WalkMe for our clients. The feedback received during testing coincides with surveys and indirect sentiment from users. Each end user persona responded with different benefits to WalkMe. With new or inexperienced users, the feedback was that the tool was intuitive, convenient, and allowed them to learn without the fear of being judged by their peers or managers. Experienced users gained the most benefit from being notified and educated on new functionalities that benefited their role or practice. Finally, with the availability of WalkMe’s automation and Actionbot features, we identified opportunities with enterprise and strategic accounts allowing for streamlined workflows and creating operational efficiencies. Ultimately, it was reported that benefits for each persona results in more time for the practice to focus on patient care.
How does your digital adoption strategy, especially in regards to WalkMe, impact or benefit your team?
The data and tooling that these WalkMe’s advanced features provide helps our Product and Customer Success teams to create amazing user experience and customer experience (UX and CX) by allowing the teams to review user behavior and automate key processes in our applications.
How has the success of your digital adoption strategy helped to change the perceptions or attitudes of your stakeholders?
It may seem unorthodox, but one of the ways that our digital adoption strategy has been successful has come from the emergence of Digital Adoption Platform as a new category of technology. Champions within our organization have been evangelists for WalkMe before it was as relevant and essential as it is today. WalkMe and Modernizing Medicine’s goals align with the goal of digital transformation, both within our organization and our clientele in the healthcare industry. Internally, the capabilities of WalkMe have helped spark a change in our Product and Development teams’ approach design, usability and productivity. WalkMe’s simple content development interface and ability to add complex conditional logic without R&D effort is incredibly beneficial. Our clients’ experiences are positive and thus it helps create customer delight. When a system can dynamically and contextually provide guidance, awareness and automation, everyone wins.
More about Modernizing Medicine
Modernizing Medicine is transforming how healthcare information is created, consumed and utilized in order to increase practice efficiency and improve patient outcomes. Our specialty-specific, data-driven and cloud-based electronic health records (EHR) and practice management (PM) systems were built by specialty physicians and practice management professionals. Our suite of products and services is designed to transform the clinical, financial and operational aspects of medical practices.
