Customer Success

Adoption Hacks

Adoption hacks are little tips and tricks you can use to stimulate adoption of technology. Actions that can include any number of activities, all designed to get users learning about, understanding and using features of a technology to get new value from it.

Activities can be anything from communication, learning components, social proof (showing how others are getting value) all the way to mandating something. All is fair when it comes to adoption hacks :)

I’ll start documenting what I am doing and what I learn about from others in the way of adoption hacks in posts like these.

At the moment, at Microsoft, I am focusing heavily on Microsoft Teams adoption. Teams is is seen as a platform play because it is the front end to a lot of other tools in the Office 365 technology stack as well as those outside through various integrations.

Teams is extensible and customisable so that you can reach users in their chats, channels, notifications and personal workspaces. A single app can provide one or more capabilities.

They enable users to make decisions and take action faster. They reduce context switching on important tasks. They create opportunities for collaboration around external content. They make for the perfect adoption hacking tools in other words 😁

Teams apps come from different publishers. 1st party apps are developed by Microsoft for Office 365 or Office workloads as mentioned and enable better together scenarios. 2nd party apps are those not built by Microsoft and are popular work applications enabled in a central location (the store you can access in Teams). Custom apps are built by your organisation to meet specif business needs. Just some examples below:

  • Bots help users get tasks done in conversations. I’m using https://zoom.ai/ a lot at the moment in Team channels and in direct conversation with the Bot and its great for things like setting reminders to follow up on actions that stem from conversations.
  • Tabs surface rich content within Teams. For example, O365 activity usage reports from PowerBI that can be discussed and actioned right from within Teams
  • Connectors allow you to post rich updates from activity in other applications into your Team feeds.
  • Actionable messaging adds rich interaction to your connector cards so you can act on new information you receive from ☝
  • Compose extensions allow you to query and share rich cards in conversations.

Conversational AI and the new dynamics of computer assisted collaboration and automation to aid adoption

One key learning we’ve had at Microsoft is that Bots, custom line of business applications that integrate business processes, and ‘ready to use’ applications integrated into Teams = stickiness and relevance that keeps users coming back every day and drive company-wide adoption.

One very specific example of this I am making use of with my customers to support end users is combining Teams and the Microsoft Bot framework to create Q&A Bots. Users can query the Bot and get answers to questions on Teams as well as other applications. In my case I am focusing on other O365 related applications but it could be used for any.

Here is documentation on some Bot service templates which can be used to get started building Bots and includes one on to build a Q&A Bot.

Dentsu Aegis Network have done a great job with this and you can read this article to find out more: Dentsu Aegis Network (DAN) builds Teams chatbot to drive internal adoption of new technologies.

This is such a great example of using new technology to support adoption of technology which I am hugely motivated by. I’ll be sharing more as I learn in this super interesting space.

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