Enterprise Tech Adoption
At a Glance:
Client: Fortune 500 national healthcare enterprise
Challenge: Adopt enterprise-wide tech product amid market-level nuance and low change capability
Approach: Use design thinking to redefine readiness, cultivate nuanced understanding, and drive market-specific adoption of data intake tool
Challenge
As part of a multi-year initiative to standardize and simplify provider data management, the client wanted to retire several intake channels and implement on single data portal.
If implemented, this new portal system would:
Reduce roster processing time
Increase data accuracy
Improve the provider experience
However, several factors challenged client readiness and threatened provider adoption:
A lack of an enterprise mindset limited collaboration between key organizations and truncated the provider data journey
Early-stage change, learning, and comms capabilities lacked capacity to support the full scope of training and activation needs
Market-level variation in technological capability and regulatory restrictions complicated adoption of standard, out-of-box product
The client partnered with TSI to provide embedded change leadership support and drive enterprise-wide adoption with market-level nuance.
Approach
Talent Solutions used design thinking to strengthen enterprise collaboration and readiness, cultivate understanding of the future state, and drive market-specific adoption of the new data intake tools.
To improve the client’s enterprise mindset and streamline the provider data journey, we facilitated regular touchpoints between product and market organizations to discuss the changes in the future state. These mediated discussions gave both organizations the opportunity to voice concerns, negotiate ownership of key milestones, and strategize as partners.
At the same time, we supplemented the client’s change leadership team with embedded comms, training, and activation support. In this role, we:
Redesigned L&D site and materials from the end-user POV to clarify provider understanding of the coming changes
Conducted weekly office hours to uncover and investigate nuances in market-level adoption capabilities
Created a high-level adoption funnel that clarified possible paths to adoption for markets with significant technology gaps and/or regulatory limitations
For associates and employees, these user-centered materials built stronger awareness and understanding of the future state. For client leaders, office hours and training provided vital market feedback that paved the way for critical strategic adjustments.
Not every market had the technological capability or regulatory clearance to adopt the new data upload product by the client’s deadline. With this in mind, we helped the client build these market-level restrictions into their enterprise-wide change and measurement strategy. With our guidance and input, client leaders created an adoption tracking dashboard that measured progress on both enterprise and market levels. This more nuanced view, combined with increased awareness of market limitations, helped leaders clarify the reasons for delayed adoption and build targeted strategies to address them.
Value
Our work supporting the client’s tech product adoption:
Improved the relationship between product and market organizations
Prevented significant provider abrasion, internal swirl, and inefficiency
Cultivated trust in provider-centered training and office hours
Calibrated the out-of-box enterprise product with market-level variations in adoption capability