Your journey starts with laying the foundation for making user analytics an integral part of your business. Focus on business processes, functions, and units that can benefit from the unique insights empowered by user analytics. Recruit user experience champions who can take these insights and make actionable changes for your organization.
Understand the Technology
There are plenty of tools in the market today that support user analytics in some way. Not all tools are created equal. Do your homework to evaluate them based on certain important criteria: range of business use cases they address, level of effort to implement them, resolution of data they provide, extensibility options to meet new business requirements.
Find an Executive Sponsor
Find an influencer or decision maker who can act as a sponsor for user analytics across the business. To help measure the success of user analytics, consider developing a set of KPIs that can be shared with management on a regular basis to justify the ongoing need for user analytics.
Before going big, start with a proof of concept or a Pilot. Look for areas of the business where user analytics will have an immediate impact. A project-based pilot is a great way for management to see the immediate value such a solution can bring to the organization, unlocking the potential for benefits in other areas of your business.
Build a Championship Team
A successful POC won’t always guarantee that the practice of user analytics will flourish in your organization. People are key to turning these analytics into actionable insights. Start by identifying ‘user analytics champions’ – people who can leverage the data to advance initiatives meant to improve user experience and productivity across the organization.
Build your Roadmap
Once you’ve successfully completed the proof of concept and identified your champions, start building a roadmap for future opportunities. Look for projects, programs, or business areas that will benefit from using user analytics in their day-today tasks: your support desk, your change management office, your user onboarding program, and so on. Once you have some items in your roadmap, look to prioritize them based on expected impact to the business, as well as readiness to embrace a new tool.
Grow and Expand throughout the Business
In this stage, you’ll focus on expanding the role of user analytics across the organization, deploying it at scale and fundamentally changing how your company operates. Over time, as you bring new roles and skills into your organization, you’ll unlock the true potential of user analytics to transform your business.
Have a Plan to Scale
You’ll need a plan for implementing and scaling the technology across the organization. In many cases this requires coordination across several teams (IT, Security, Business Functions, PMO/CoE, etc.). Take your learnings from the pilot phase to determine where potential bottlenecks may be.
Start small, but aim big. Big does not always mean scale but can mean big opportunity to drive change, make improvements, or provide new insights into the employee experience. Look for areas of the business that are data-driven, where user analytics may complement existing practices, or where they can have a transformative effect on existing processes. For instance, turn your Help Desk operations from a reactive support model to a proactive support model.
Expand Your Skill Set
As you continue to scale the use of user analytics in your company, you’ll find new use cases and practical applications. With that, comes an ability to adapt, to explore, to go beyond the standard. The more people in the organization are exposed to user analytics, the more innovation you can spur based on this data.
Build a Center of Excellence
To expand and sustain your ability to capture day-to-day opportunities, build a Center of Excellence for User Experience, focused on your employees, your most important organizational asset. This gives you the opportunity to bring user analytics to every functional group in the organization, from IT project teams and user support teams, to training, help desk, line of business managers and even superusers.
Make User Analytics Part of the Decision
As the new user analytics practice expands across the business, start building it into the decision-making process and the overall culture of the company. As your organization looks at new projects or initiatives, use this data set to focus the teams on how actual users are impacted and how to ensure they have a positive experience.
Don’t Do it Alone
As you go through this transformative journey, you don’t need to do it alone. Knoa and its partner network can help you along the way.
Whether you are implementing Knoa on-premise or in the cloud, our network of global and local implementation partners can help you get started with your Knoa solution. Knoa’s certified implementation partners offer end-to-end implementations services from the planning phases through launch and enablement.
Education and Enablement
Our consulting partners offer a wide range of capabilities and service options to empower you to maximize the benefits of using Knoa UEM, achieve excellence in end-user experience management and realize the full value of your enterprise software investment. Education services are typically tailored to specific industry verticals and functional roles, such as Training, Help Desk, Application Support, User Support, etc.
Knoa’s consulting partners offer a comprehensive library of solutions for multiple practice areas, including S/4HANA migrations, UX design and development, change management, user adoption and enablement, business process optimization, and so on.
The Knoa UEM analytical platform can be extended with custom analytics and reporting, as well as monitoring of any other browser-based applications, beyond those supported out of the box through our standard products. Certified Knoa development partners can help you build platform extensions based on your specific business requirements.
Learn more about Knoa Consulting Partners.