Where's the ROI in User Adoption? / Karoliina Kettukari / European SharePoint, Office 365 & Azure Conference ESPC19 / 5.12.2019

1. Where’s the ROI in User Adoption?
Karoliina Kettukari
@kettukari
User Adoption & Change Management Consultant
Helsinki, Finland

3. KAROLIINA KETTUKARI
• Office 365 & Teams
• User Adoption & Change
Management
• @kettukari
• kettukari.com

4. What is Teams?
One place for all your knowledge work
Every Office 365 App and hundreds more
EVERYTHING

5. HOW DO YOU COPE WITH
EVERYTHING?
USER
ADOPTION
CHANGE
MANAGEMENT

6. I’ve got some explaining to do
USER
ADOPTION
CHANGE
MANAGEMENT
RETURN ON
INVESTMENT

7. CHANGE IS SLOW
I don’t care about these
Office 365 tools. What
added value those bring to
our company? Our core
business is not to use Teams
and make presentations! Our goal is that no one has
private documents anymore,
because collaboration is
effective. Documents are in
Teams and available for
everyone.
CEO, April 2019
CEO, August 2019

8. FIGHT THE
HOOK ISTANCE
WITH
WHAT’S IN IT FOR ME?
HOOK OF RESISTANCE

9. Why are companies implementing Office 365?
New ways of
working
Licencing costs &
moving to cloud Gartner 2019
70%
19%

10. Meetings each week
Time saved every week by improved
collaboration and communication
2 710 000 $ Overall net benefit over three years
-18,9%
-4 h
88%
”Having all of our solutions in one place
saves time” 1 to 8 hours per week
Forrester 2019

11. Why are companies implementing Office 365?
70%
19%
Technical trainings 70% User adoption 19%

12. 0
-100
+100
With user adoption and
change management

13. What to measure?
MAU

14. 0%
20%
40%
60%
80%
100%
0
1 000
2018/05 2018/06 2018/07 2018/08 2018/09 2018/10 2018/11 2018/12 2019/01 2019/02 2019/03 2019/04 2019/05
Active users Licenced users Active users %
Monthly Active Users

15. SO IT’S ALL
ABOUT THE
NUMBERS?

16. What do you do with all the money and time you save?

17. WHAT IF WE DON’T?
HOW MUCH?

18. Opportunity costs
“It is not the strongest of
the species that survives,
nor the most intelligent
that survives. It is the one
that is the most
adaptable to change.”
Charles Darwin

19. DON’T LET
CHANGE MANAGEMENT
BECOME
DAMAGE CONTROL

21. Step 1.
USER ADOPTION
& CHANGE
MANAGEMENT
Step 2.
BETTER
EMPLOYEE
EXPERIENCE
???? PROFIT!!!

22. GOODIE BAG

23. THANK YOU @kettukari

24. Source code
• Forrester 2019
• The Total Economic Impact™ Of Microsoft Teams
• Gartner 2019
• Implementing Office 365
• McKinsey Global Institute 2012
• The social economy: Unlocking value and productivity through social
technologies
• Dr. Michael Parker / London Business School 2019
• New research reveals a surprising link between the workplace and business
success
• Prosci Change Management