When it comes to technical teams, skepticism is ingrained in their nature. They are constantly dealing with the inner workings of ever-evolving software, diving deep into code and tools that come in all shapes and sizes. So, why should they take a moment to consider implementing a digital adoption platform (DAP)?
Well, a DAP actually offers unique business value to organizations. It has the ability to overlay all of an enterprise’s applications, automating tasks and providing employees with direct, real-time guidance on how to utilize those applications to their fullest potential. Additionally, a DAP can do the same for external-facing systems, benefiting partners and customers as well.
Signs that a DAP is Necessary
DAPs analyze widespread usage patterns, specific environments, and end user behaviors. They address employee dissatisfaction with inconsistent and confusing technology interfaces, ultimately reducing digital friction and enhancing productivity.
Many companies waste significant amounts of money each year on underutilized software that was meant to solve important issues. However, enterprise software systems are often complex and non-intuitive, causing users to struggle with navigation. Unlike user-friendly consumer apps, enterprise systems can be overwhelming with buttons and menus everywhere. If users are unable to effectively utilize a system, the initial problem remains unsolved, leading to further financial losses for the company. A DAP acts as a form of digital transformation insurance, automating tasks, enhancing user experience, guiding users through system features, and providing valuable analytics for improvement.
Executives often question why they can’t use existing resources to address these issues. If they can accurately and instantly answer questions about their technical stack, employee application usage, AI utilization, shadow IT, and shadow AI without experiencing productivity drains, then a DAP may not be necessary.
Understanding DAP Architecture and Deployment
The architecture of a DAP may vary depending on the provider, but a common setup involves three basic layers. These include a content creation layer where content is generated, an overlay visible to end users containing published content, and an analytics layer for measuring business value.
A typical DAP is hosted on major cloud providers like AWS or Azure. Content created by administrators is saved and published in a local editor, then sent as a static JavaScript file to the cloud for distribution via a secure content delivery network (CDN) like Akamai. End users accessing applications will have the DAP extension on their browsers, deployed through the company’s IT policy. The DAP content guides users through workflows within applications.
Analytics data collected from user interactions with the DAP overlay is sent to a cloud-based analytics server for further analysis. It’s essential to anonymize analytics data by default for security and privacy reasons. Some DAP providers may offer additional features, so IT leaders should inquire about specific functionalities.
While this setup is common, there are alternative configurations and advanced modules available for specific enterprise needs. For instance, organizations can set up a proxy for enhanced security or opt for self-hosting content files on their own servers. A robust DAP should also offer APIs for seamless integration with other applications.
DAPs can be accessed via web browsers, mobile devices, or desktops, with specialized modules available for various industries like banking, healthcare, and government.
Essential DAP Integrations and Security Measures
A crucial integration for enterprises is with identity providers (IdPs) like Okta. IdPs manage digital identities, allowing organizations to control access and privileges while maintaining high security standards. This integration enhances content segmentation capabilities and provides insights into user behavior.
Security features of a DAP include advanced access controls, API permissions, security and privacy measures, advanced censorship controls, and vertical-specific certifications like FedRAMP for public sector organizations. Data collected by a DAP should be minimal and anonymized to ensure operational efficiency and security.
When onboarding an organization, minimal technical requirements are needed. The DAP team will collaborate with the organization’s IT team to ensure readiness and stability of website environments, access to sandbox and production environments, and data availability for relevant processes.
AI Capabilities for Dynamic Applications
One of the standout features of a cutting-edge DAP is its ability to adapt to fast-changing application interfaces through AI-driven element recognition. This technology enables the DAP to understand and adjust to UI changes in real-time, eliminating the need for manual updates. It also allows for continuous improvement through analytics-driven learning.
Technical teams should expect intelligent automation and AI assistants in a DAP that streamline workflow tasks, provide user guidance, and enhance digital adoption processes. These features ensure seamless integration and efficient utilization of applications.
As technology leaders navigate the AI era, investing in major technology solutions requires careful consideration. Complex applications that drive business growth can also hinder productivity if not effectively adopted. A well-designed DAP that continuously learns and adapts offers the necessary support for enterprises to stay on course and achieve their digital transformation goals.
KJ Kusch is global field CTO at WalkMe.
—
New Tech Forum provides a venue for technology leaders—including vendors and other outside contributors—to explore and discuss emerging enterprise technology in unprecedented depth and breadth. The selection is subjective, based on our pick of the technologies we believe to be important and of greatest interest to InfoWorld readers. InfoWorld does not accept marketing collateral for publication and reserves the right to edit all contributed content. Send all inquiries to doug_dineley@foundryco.com.
