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?
Upcoming large scale changes to how all Red Hat associates would handle their HR related responsibilities (employee information, PTO, timesheets, performance and development, etc.), as well as a rapidly developing landscape of digital enterprise solutions made it clear that a larger strategy to help with this transformation was needed. Other large digital changes within specific Red Hat organizations also called attention to the need to focus on how associates were made aware of and enabled to use functionality within new platforms such as a quoting solution, professional services automation solution, and other sales related solutions. This strategy would greatly improve the associate experience, help Red Hat as a whole scale and help associates be more efficient by deflecting support needs through on screen guidance and automation, as well as compound the value of corporate investments on digital solutions by increasing feature/toolset awareness and utilization. Within Red Hat we consistently strive to continually improve the associate experience across their entire journey — a digital adoption strategy is a critical part of ensuring that journey is as successful as possible.
How did you use WalkMe among other strategies to address your challenges?
WalkMe has been identified as our Red Hat IT digital adoption enterprise solution to help ensure associates are efficiently and effectively leveraging our digital tools to their full extent. We are implementing WalkMe on a variety of digital platforms where we feel there are clear connections to our strategic focus areas:
- Improve associate experience and engagement by enabling associates to seamlessly do their work and focus on meaningful work, and by reducing change fatigue that can be a result of rapid digital transformation.
- Enable/drive/support Red Hat growth and change by scaling the efficiency of existing Red Hatters, streamlining enablement of new Red Hatters, and facilitating change for all Red Hatters.
- Maximize ROI of Red Hat systems, initiatives, and investments by ensuring enterprise application features are used to their full potential, aligning to business process, and by compounding the goals of other enterprise initiatives. In some cases we are implementing WalkMe on screen guided content as the tier-0 training and enablement model for newly launched enterprise applications such as Workday, Apttus, and FinancialForce, and in others we are implementing WalkMe to alleviate common causes of support requests on existing enterprise applications.
How does your digital adoption strategy, especially in regards to WalkMe, impact or benefit your end-users?
On our newly launched PSA platform, with a simple series of auto-clicks triggered by 1 user click, we have reduced the number of clicks required to add 3 rows (each with several consistently set fields) to a new consulting project from 15 down to 1 — at 93% reduction in clicks for these business process mandated fields for each and every new consulting project. In the case of our yet to launch Workday platform, users will be welcomed to the system with a guided homepage tour so they immediately know the most important elements available to them without stumbling into a new system. Over 15,000 Red Hat associates across the globe will be required to interact with Workday within 2 weeks of the system launch — WalkMe content will be in place across every function within the system to assist associates as they need help completing their tasks. Content will be available in 9 languages and be tested for compatibility with screen readers to ensure we are available to every Red Hatter.
How does your digital adoption strategy, especially in regards to WalkMe, impact or benefit your team?
Our team is designed to be a center of excellence: we enable platform/business teams with best practices and we provide the service of WalkMe for those teams to implement in order to achieve the strategic focus areas we have outlined as well as compound the benefits of their own initiatives through the lens of digital adoption. We are developing our own expertise in this field in order to be the stewards of excellent digital adoption across Red Hat. We are working to mature a citizen developer model to enable other teams within Red Hat to do their own WalkMe implementations following our guidelines and suggestions, and making ourselves available for consultation as needed. We will proactively assess Insights data in order to be thought leaders for the other teams in how they can continue to build on and improve their WalkMe implementations. This model allows our team to be subject matter experts while fostering an increased scale of digital adoption practices across Red Hat: a win-win!
How has your digital adoption strategy, especially in regards to WalkMe, helped your organization better achieve its mission goals / values?
Red Hat IT’s purpose statement is to empower Red Hatters to be Effective, Productive, Innovative, and Collaborative (“EPIC!”). Our digital adoption focus areas are easily and meaningfully tied with increasing effectiveness and productivity by ensuring Red Hatters have the most relevant guided content readily accessible at their fingertips. Helping associates feel confident and understand how to correctly complete a workflow goes a long way towards increasing their overall experience, effectiveness, and productivity. This effect can also lead to more capacity for innovation and collaboration — focus on meaningful work without getting caught up in complex/confusing workflows. Our SalesOps team decided to use WalkMe within Salesforce to request feedback from busy sales associates that might not take the time to respond to surveys sent via email. Embedding surveys directly in SFDC dramatically increased response rates, key info to drive changes and decisions to help those same associates!
How has the success of your digital adoption strategy helped to change the perceptions or attitudes of your stakeholders?
Stakeholders of our Workday implementation project are seeing digital adoption as a modern complement to traditional training/enablement formats. A digital solution in a web platform to enable/onboard users in real time without the need for time consuming, off-the-job training is a benefit for associates and change readiness teams. Focusing on developing WalkMe content first allows for reference material to be more easily assembled when needed, and with WalkMe the additional reference material is readily available to users directly via the system they are using without having to find it elsewhere. The discovery/design process for each process which guided content is implemented causes platform owners more carefully consider users’ perspectives, leading to an improved experience built into the underlying platform and elevated by overlaid WalkMe content. Part of our mission is to continue encouraging stakeholders to consider digital adoption up front instead of an afterthought.
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