The objective

After years of using Quick Reference Guides and links to external resources to deliver their employee training, this organization made the decision to invest in delivering a better experience in the Cornerstone LMS.

As part of this implementation, the team wanted to drive digital adoption and do everything they could to help users and admins adapt to the change. They wanted their new set up to support people on-page, where they could get the most help, but also measure the improvements to adoption, employee experience and associated admin.

They soon identified AppLearn as their solution of choice, with our Cornerstone partner status, analytical capabilities and self-service functionality key factors in the decision.

“We were trying to drive a new culture, not just launch a new tool. AppLearn really helped with this.

 

The solution

During the first phase of the implementation, the organization used the full range of our digital adoption platform’s in-app guidance capabilities to ease the transition to a new LMS and training approach.

Working with our team, they implemented a blend of pop-up, side-panel and in-process support through our Smart Pages, Split Screen and Trails modules—all designed to engage, train and support users from within the system.

Following a friction-free launch, the company used phase 2 to use our digital adoption analytics to inform on uptake, as well as guide future interventions and instructor training. To do this and ensure the full utilization of Cornerstone, we provided them with insights into where users were spending the most time and their most problematic processes.

“AppLearn are always there to help out and apply their expertise to the platform, providing solutions where needed. They are an extension of the team, driving our success.”

As expected with an implementation linked to both a change of culture and software, employee engagement and communication emerged as a key challenge.

An example of this was found while the organization were introducing a new process around post-work. For read and review type documents, this meant that employees had to mark an assessment as complete in order for the process to be closed. However, as a new requirement in a new system, this crucial step was often missed by users. This caused many task incompletions and significant repeat work was picked up in the analytics.

By using a Smart Page to display pop-up comms within the relevant training assignments, the company ensured employees got the information they needed, right where and when they needed it. This is just one example of how they used Adopt to identify and intervene in order to make their training as effective as possible and eliminate avoidable rework.

 

The outcomes

In the 18 months since launch, Adopt provided in-app guidance to 16,000+ people, with 97% of all LMS users engaging with the in-app support. This engagement led to the average session duration lowering from 30 minutes at launch to 15 minutes following the second phase rollout, and saw user navigation time within the app drop by 50%.

Along with the quantitative outcomes linked to in-app guidance and the ability to insert these interventions themselves, the organization have also benefited from the data revealed by our digital adoption analytics.

The most impactful insights have been linked to where people have been spending the most time, then working out why. Accessing this means the company can then inform in-app guidance and instructor training alike, but also present the steering committee and leadership team with the indisputable value of their investment.

However, the success of the Adopt platform is not only seen in the employee feedback, ticket numbers and the analytics dashboards. By being able to preempt problems using data and act without the need for code or external support, the team can rest assured that they’re realizing the full potential of both their Cornerstone implementation and their change of approach.

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