The Future of Digital Adoption in 2023: Asynchronous Learning, Self-Reliant Users, and End-User Analytics

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In today's fast-paced, interconnected world, staying on top of the latest technology and trends is crucial for businesses and users alike. As we look ahead to the future of digital adoption, it's clear that a few key trends are emerging as driving forces in the way we work and learn.?

From the rise of asynchronous learning, which allows for more flexible and self-paced learning experiences, to the emergence of self-reliant users who take control of their digital journeys, the traditional model of technology adoption is shifting.?

With the increasing importance of end-user analytics, organizations can also gain a deeper understanding of how their employees use technology and make more informed decisions about the tools and platforms they use.?

In this edition, we'll dive deeper into these trends and explore how they're shaping the future of work in the digital age.

1. Asynchronous learning and real-time user support

COVID led to a new way of working. With hybrid and remote work models distributing teams across the globe, traditional instructor-led training is no longer feasible, effective, or realistic.

Employees now rely on asynchronous learning , communication, meetings, and training to help them navigate roadblocks and overcome challenges. All learning and support content is available to them when they need it and is simple to access.

Examples of this include:

• Collaboratively working in a Google doc and tagging co-workers.
• Using project management tools like Asana or Monday.com on large projects.
• Implementing in-app guidance to walk employees step-by-step through onboarding and training.
• Employing tools like Loom to record screencasts and videos to send to co-workers.

In our digital adoption survey, 76% of software users said it’s not easy to access and find software-related training and support resources when needed.

2. Reimagining end-user support for self-reliant software users

Self-reliant software users have evolved tenfold. Customers and software users no longer want to be bogged down by tedious support processes – submitting a support ticket through a chatbot, setting up a time with a customer success manager to understand a concept, answering a support question, or being trained on a new feature. By pure popular demand, the way of the future is self-help channels.

This evolution takes the idea of the FAQ page and customer support center to the next level by embedding self-help directly into an application interface with customer self-service .

These self-help centers connect to a company or product’s LMS, process documentation, FAQs, and training videos to create an interactive resource hub that empowers users to resolve their contextual support questions in the moment of need without having to contact a support agent.

This is also reflected in our data, with users having a variety of self-help mediums for their preferred user support channel.?

3. Data-driven adoption strategies powered by end-user analytics

Data reigns king in 2023 – and that includes digital adoption strategies for both internal and customer-facing applications.?

Organizations and product teams alike can leverage no-code, embeddable product analytic tools like Whatfix to capture explicit user events that reveal how users engage with a product, allowing them to test user flows and fix friction points – all backed by user behavioral data.

Examples include:

• Creating contextual user flows for different end-user segments based on their device, level of use, role, learning preferences, etc.
• Understanding where users fall off on your product and what features are not being adopted.
• Uncovering self-help searches users are looking for that fail to find an answer, allowing you to build new help content.

Whatfix Analytics offers actionable data on user behavior within your applications, consumption of help content, and real-time feedback on in-app experiences.

Whatfix Analytics power intuitive user experiences with:

• Behavioral analytics: Understand key user events and flows within a product that help identify critical fallout spots and adoption issues where users need additional guidance and support.
• Guidance analytics: Analyze how end-users are engaging with your Whatfix in-app content and widgets to understand granular insights like the use of various flows, common self-help searches, and other key metrics.
• User feedback: Collect user feedback in real-time on overall NPS and product experience, as well as on your in-app flows and self-help content. Use this feedback to improve product interfaces and flows, identify gaps, and improve your overall help content.

Read the rest of our blog to explore other key digital adoption trends and their expected impact in 2023.

Does your organization utilize asynchronous learning and real-time support? How have self-help channels impacted your productivity? Let us know in the comments below!