While having your 4 or 5-year-old laptop replaced by a modern laptop or tablet like a Surface Pro 4 is a positive enough experience, in this scenario the CIO wanted to ensure that his most influential users had a positive experience as they on-boarded onto the devices. More importantly, it was clear that the newly elected officials needed some guidance as they started to explore some of the new behaviours required to maximise the value they could unlock from the device and Office 365.
The council turned to Adopt & Embrace to deliver its Executive / VIP “White Glove” on-boarding experience. Over three days we worked with each Councillor to introduce them to their new devices and cloud-based services. Then leveraging Adopt & Embrace’s Lean User Adoption process, we explored a number of the key business processes that they carry out regularly. For example, how they capture feedback from constituents when out in public. Then we looked at how the technology can be used to streamline or improve those experiences for the public. In this example,
we took a paper-based process that involved Councillors personally delivering the feedback to the chambers which in some cases could take up to a week in duration… down to real-time submission Click To Tweet,
This new process provided a platform where the Councillor could provide a reference number to the concerned citizen straight away. This was achieved using a combination of OneNote and OneDrive for Business – enabling Councillors to take photos, audio and more to capture public feedback as richly as possible.
By focusing on processes that the VIPs were familiar with, we were able to successfully onboard each in the context of their work, focus on the things they needed to know (and not everything they could know) and ultimately ensure sustainable adoption of the technology in the long term.