Pijnacker-Nootdorp success overview

Key outcomes

  • Reduced demand for support with a 70% utilization rate of process guidance
  • Lessened user confusion with a 75% manual open rate of in-app support

“Adopt detects where users are in the process and shows them the guidance they need at the exact point they need it.”

Martijn Meinetten, Senior Consultant at Pijnacker-Nootdorp

The objective

Pijnacker-Nootdorp is a municipality in the southern part of the Netherlands. It services over 50,000 inhabitants, with housing permits, driving licenses, taxes, healthcare and other regional services.

The municipality uses a custom-made application built on Microsoft Power Apps, which allows their employees to resolve many administrative tasks and handle thousands of enquiries, tickets and inputs.

This volume and variety meant their administrative processes were often more complicated and time-consuming than they had to be. In addition, many of the tasks included optional inputs which influenced the decision-making process and required additional clarity.

Despite Power Apps being a highly customizable application, employees were getting tangled up in the different processes—and this was only more difficult for new employees.

To address this challenge, their team went looking for ways to improve the experience and effectiveness of the system. After discussing options with Solviteers, a specialist IT services provider, they decided to implement AppLearn Adopt.

The solution

Working with Solviteers and AppLearn, the Pijnacker-Nootdorp team agreed the key goals of the project were to:

  • Decrease the onboarding time of new employee
  • Lessen user confusion during difficult processes
  • Boost newcomers’ effectiveness and productivity
  • Reduce the support time needed from colleagues
  • Improve first impressions with the application

With this foundation in place, we initially focused on the implementation of a solution for the time-consuming, personnel-demanding process of training new employees. Working in close collaboration, we picked specific use cases for in-app guidance and, after a couple of Adopt training sessions, Pijnacker-Nootdorp were soon able to create their own onboarding support.

Following this, working through the other goals meant the guidance also had to cover the complex optional steps for all employees. In these instances, users wouldn’t benefit from being forced to go through all the guidance from the beginning. Instead, Adopt detected where the users were in the process and started the relevant guidance from the exact point where it was needed.

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The outcomes

From the first month of being implemented, Pijnacker-Nootdorp employees were immediately more effective and productive.

Some of the guides quickly reached a 70% utilization rate. On top of that, some guides reached a 75% manual start rate within 3 months, showing users had both excellent engagement with the wider project but also the initiative to learn relevant processes.

By improving the onboarding experience and ongoing support, system newcomers could quickly get up to speed. This not only improved new starter productivity but freed up the more experienced users who were all helping out with support and workload.

For Pijnacker-Nootdorp, the Adopt digital adoption platform not only proved to be an effective solution for training new hires quickly and effectively, but for helping existing employees handle a large volume and variety of tasks.

Image credit FaceMePLS, CC BY 2.0, via Wikimedia Commons