Increasing adoption using human-centered design

This new e-book explores the most common adoption-related problems from Salesforce’s customers, and the user-centric approaches Salesforce uses to partner with IT leaders to quickly get to the root cause and find the right solution.

Have you ever tried a new product and thought to yourself “clearly the person who designed this has never done my job before!”

It happens all too often. A need is identified. A feasible solution is built. But, users are underwhelmed. Usage is stagnant. Adoption is low, and growth and innovation remain an unachieved, future goal.

The demands on IT leaders, and the expectations of technology, are more intense than ever. The number and range of applications that users can quickly set up and easily begin to use has made the average end-user more sophisticated. Employees expect internal applications to work as seamlessly as apps on their phones, and customers expect consistent brand experiences across devices.

So, what is adoption and how do we influence it? In simple terms, adoption means that the function of the app matches the needs of the user so well that the user regularly and consistently uses the app. The successful adoption of your application depends on delivering what your users need. This new e-book explores the most common adoption-related problems we hear from our customers, and the five user-centred approaches we use to partner with IT leaders and their teams to quickly get to the root cause and find the right solution for increasing adoption.

I hear that “user experience” is important for adoption, but I don’t know where to start?

People expect applications to be intuitive and simple. The same way that consumers are able to use a smartphone with no training, employees expect the same from enterprise applications. So where do I start to build an enterprise solution that people want to use?

Success starts with people. They are the front line. They absorb all of the changes by working in new ways. And if they refuse to engage, the solution will not be a success, and your business will fail to transform.

Understanding why is Adoption Low?

We break this down into five problem statements:

  • People need training!
  • The user interface is not intuitive.
  • I know what my users need, but I can’t visualize it.
  • Usage is declining! People find this hard to use.
  • We put data in but get nothing in return.

And five solution areas:

  • Expert review
  • Rapid prototyping
  • UI enhancement
  • Usability testing
  • User needs discovery

Please download Salesforce Success Cloud ebook and learn more!

Originally published at


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