This document outlines 5 common ways that user adoption of new technologies can fail. They are: 1) Not doing any adoption at all and just focusing on technical implementation. 2) Doing the wrong project that does not actually address user needs. 3) Mistaking training for adoption by only providing technical trainings. 4) Having no internal ownership so no one is responsible for the adoption. 5) Trying to implement the whole change at once like "eating the whole cake" instead of taking a continuous, iterative approach. The document recommends focusing on the human side of change, utilizing service design to identify real needs, creating a vision and roadmap, training within work contexts, assigning internal ownership, and taking a plan-do-check-

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How to fail in user adoption:
5 steps to mess it all up
Karoliina Kettukari
Microsoft MVP
Modern Work Lead @ Meltlake
Sponsored by
Microsoft Teams Microsoft Tech Community
fail

2. Karoliina Kettukari
Modern Work Lead @ Meltlake
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@kettukari

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4. You are not doing any adoption at all
5.

5. What happens?
Organisations focus on the technical implementation
project and forget the human side of change
Why it happens?
How to avoid it?
The consultants sell what the customer wants
• Sell right
• Buy right
You are not doing
any adoption at all

6. You are doing a wrong project
4.

7. What happens?
The project may be a success, but nothing changes in the long run
Why it happens?
How to avoid it?
The customer has no idea what they really need
• Utilise service design to discover and prioritise the challenges
• Create a Modern Work Vision and a Modern Work roadmap
You are doing
a wrong project

8. You mistake training for adoption
3.

9. What happens?
Organisations are happy when they focus on user adoption by offering
technical trainings – but no one seems to learn anything
Why it happens?
How to avoid it?
Customers are used to buying trainings – but we’re living in ‘22!
• Train within a work context
• Plan for support
You mistake training
for adoption

10. There is no internal ownership
2.

11. What happens?
No one is responsible for developing Modern Work and thus
only the minimum technical development is happening, user
adoption is sporadical or it may even be overlapping.
Why it happens?
How to avoid it?
Customers are too siloed to form a cross-functional role
• Consultants can help to drive the change
• Organisations need to own the change
There is no
internal ownership

12. You are trying to eat the whole cake
1.

13. What happens?
Project done and dusted. Thank you. Next.
Why it happens?
How to avoid it?
Customers think user adoption as a project
• Use that Modern Work Roadmap
• Continuous development: Plan, Do, Check, Act
You are trying to eat
the whole cake

14. Bonus
0.

15. How to succeed in user adoption?
See the big picture and plan accordingly
Customer: Own it!
Consultant: Support it!
Think of user adoption as continuous development

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