DAPs: Sector By Sector — Part 1

Healthcare ✺ Finance & Risk Management ✺ Retail ✺ Manufacturing

We’ve talked before about the general benefits of using a DAP to help train staff and onboard both internal and external customers. Let’s take a closer look at how DAPs are taking the lead in increasing user adoption in specific sectors. As you go through the real-world case studies, you’ll see that the customization and flexibility available in the DAP industry is simply amazing. DAP providers are incredibly creative at creating tailored solutions that answer needs that you may not have realized you even had.

Companies are constantly implementing new technologies to stay competitive and improve efficiency. But the success of these digital initiatives often hinges on one crucial factor: user adoption. In an earlier post we talked about the concept of SaaS Sprawl, or to put it simply—spending a lot of money on cool technology that ends up (metaphorically) gathering dust on a shelf somewhere because nobody could figure out how to use it.

Let’s look at how different players in a wide variety of different industries are using DAPs to solve the problem.

But First…

A quick recap of what exactly Digital Adoption Platforms are, and what they do. They are software solutions designed to guide users through digital processes, providing real-time assistance and training within applications. These platforms overlay on top of existing software, and offer contextual guidance, automated workflows, and analytics to improve user experience and productivity.

Key features of DAPs include:

• In-app guidance
• User analytics
• Onboarding and training tools
• Customizable user experiences

Let’s explore how DAPs are transforming various industries:

Healthcare: EHR for Better Health Outcomes

Improving EHR System Usage

Electronic Health Record (EHR) systems have become an essential part of healthcare delivery, but they are incredibly complex systems, which often leads to adoption challenges. DAPs take on these issues by providing contextual guidance within the EHR user interface.

Benefits of DAPs in EHR adoption:

• Reduced training time
• Decreased user errors
• Improved physician satisfaction
• Enhanced efficiency in patient care

Epic is one of the two biggest EHR systems in the USA. Multiple healthcare organizations have adopted DAPs to improve how they train their employees on Epic and improve their EHR adoption, comfort and overall experience.

Real World:

Baylor Scott & White Health, used a DAP to help users and they rated their EHR experience 12.9 points higher than non-users, the organization also saved 186,000 hours in onboarding time and associated travel costs over two years. Gundersen Health reduced onboarding time for some roles by up to 75% and improved trainer capacity for one-on-one coaching. Aspirus Health scaled training to 2,500 new Epic users without additional staff, while M Health Fairview increased adoption of a new navigation feature from 7% to 87% using embedded micro-learning.

Results:

• Reduction in onboarding time
• Decrease in user errors within the first three months
• Higher employee satisfaction with the EHR system

Patient Website and Portal Adoption

DAPs can significantly improve website and portal usage by providing intuitive guidance for various tasks.

Real World:

Cardinal Health Canada, implemented a DAP to improve user experience and onboarding for its new website and ordering portal. This solution provided 24/7 on-demand support through over 50 interactive walkthroughs, which greatly reduced the number of customer support questions. With 45% of users rating the Self Help feature as excellent, the DAP provided proactive user support, a smooth transition to the new site and higher user adoption.

Results:

• Increased portal and website usage
• Improved patient engagement and satisfaction
• Enhanced communication between patients and healthcare providers
• Decreased tickets and pressure for customer support teams

Finance, Risk and Compliance: Simplified. Efficient.

Leveling Up Customer Onboarding

DAPs offer creative solutions to complicated financial onboarding processes by providing interactive, self-service experiences.

Real World:

ICICI Bank, a leading Indian private-sector bank, implemented a DAP to improve its Corporate Internet Banking (CIB) platform. Facing problems in customer onboarding and engagement, ICICI Bank used the DAP to provide contextual, guided assistance to CIB users. The solution offered interactive walkthroughs, self-help options, and personalized support based on customer types using an on-premise deployment model for enhanced security and control.

Results:

• Successfully sped up customer onboarding time and increased engagement
• 5-point improvement in customer NPS
• 50% reduction in banking portal support questions and tickets

Compliance Training and Updates

DAPs make continuous compliance and other types of training in the financial industry easy and sometimes actually interesting by using targeted, bite-sized learning modules.

Real World:

Arion Bank, implemented a DAP gamification-based training solution to improve employee engagement and learning effectiveness. The system allowed for the rapid creation and easy updating of training content, meeting the bank’s need for agility and flexibility in a dynamic financial environment. The gamified approach led to unprecedented engagement levels.

Results:

• 7.7 repetitions per module and a 95% knowledge gap closure
• Real-world scenario simulations without real-world consequences
• Improved training efficiency and effectiveness
• Reduced costs

Real World:

SAI360, a global risk and compliance solutions provider, implemented Inline Manual to enhance user experience for their BWise risk management software. The company wanted to improve performance in providing efficient, on-demand support and training for end-users. By integrating Inline Manual, SAI360 was able to offer contextual, in-app assistance through features like hotspots, tooltips, walkthroughs, and articles. The solution allowed users to access help without leaving the application, reducing the need for time-consuming and costly traditional training methods. It also reduced support calls, and improved task completion rates.

Results:

• Reduced number of support calls

• Improved task completion rates

• Users able to access help without leaving the application

• Increased overall efficiency

Retail: Better CX and Omnichannel Optimization

DAPs play a crucial role in integrating various retail channels by guiding customers through consistent processes across platforms.

Real World:

Sephora has successfully integrated its retail and online marketing strategies using customer data and technology. The company developed a mobile app that uses a DAP-like system to provide product information, reviews, and virtual try-on features for in-store shoppers who use smartphones while browsing. By merging their digital and physical retail teams, Sephora created a unified approach to track customer journeys across all channels. The company also focuses on creating educational content to build customer confidence and influence sales, addressing common pain points like product fit using online tutorials and videos.

Results:

• Valuable customer behavior data
• Personalized experiences and improved marketing effectiveness
• Analytics delivering higher returns per ad spend.

Sales and Customer Service Training

DAPs provide comprehensive on-the-job training and support for everything from Point Of Sale systems to upselling and customer service:

Real World:

itsu, a fast growing European food retailer, used a DAP to create scalable, consistent, and engaging training content using AI-powered tools. Specialized DAP platforms allowed itsu to create large volumes of training material quickly, including interactive simulations, dialogue, voiceovers, and avatars. The AI solution helped itsu overcome challenges in content creation, and international expansion. It helped them to rapidly translate training materials, saving time and maintaining consistency across different locations. The digital “welcome” onboarding program provided a uniform experience for all employees, regardless of location.

Results:

• Scalable and consistent training content
• Engaging AI-powered training materials
• Consistent employee experience regardless of location
• Improved customer satisfaction scores
• Tracks employee training progress

Manufacturing: Embracing Industry 4.0 Technologies

Digital Adoption Platforms (DAPs) are essential in Industry 4.0, acting as a bridge between advanced technologies and employee understanding. They provide in-app guidance, replacing traditional manuals and improving employee experience while optimizing production and reducing errors. Industry 4.0 innovations include “intelligent IoTs” for supply chain management (as used by NGK Ceramics’pallet tracking), IoT-enabled remote monitoring (implemented by Varoc, achieving a 20% increase in equipment effectiveness), predictive maintenance (exemplified by Gemu’s proactive component replacement), and augmented reality for maintenance tasks (piloted by Festo using Microsoft HoloLens).

Training on Complex Machinery

DAPs offer immersive, interactive training experiences that enhance learning outcomes for complex machinery operation along with many other industrial and administrative applications.

Real World:

Continental AG successfully implemented a DAP across various strategic projects, demonstrating its versatility and impact. In the tire business unit alone, between 2020 and 2021, the platform supported four major projects: implementing new manufacturing instructions for global tire production, rolling out a central ERP solution for European retail operations, deploying an IT service management system, and providing process-oriented support for the Central Order Desk. These projects collectively impacted thousands of employees across different functions.

What’s Coming Next?

That wraps up Part 1 of our exploration of how DAPs are changing the way that major sectors of our economy are training employees and welcoming new customers. In Part 2, we’re going to take a look at 4 more critical sectors: Marketing Tech (Martech), Construction, Education, and Government. The creativity and ingenuity of both the DAP creators and their customers in all four of the sectors we’ve looked at in this post are inspiring. Working together, they’ve come up with incredibly interesting and useful applications of a technology that is quickly becoming indispensable. And the next four sectors in Part 2 are just as interesting!

If Part 1 has inspired you to explore the topic a little more, a great place to start is by checking out our own Inline Manual DAP solution. We offer a comprehensive DAP designed to improve user experience and success across various applications. There are a range of features including interactive walkthroughs, tooltips, and in-app help centers, which can be used for multiple purposes such as user onboarding, employee education, in-app guidance, and feature announcements. The platform also supports feedback collection, customization options, targeted content delivery, and multilingual support. You can sign up for a free trial, a personalized walkthrough or we can even arrange a Proof of Concept based on your own requirements. Just let us know and we’ll set everything up for you!