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Make Your Investment CountLeveraging the Deltek Learning Zone to Increase

Product Adoption and User Fluency

PCW-01 | Monday, Oct. 23

9:00 am – 12:00 pm

© Deltek, Inc. All Rights Reserved. 2

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Session Agenda

• Welcome & Introduction

• Video: Understanding the Consumer Adoption Process

• How to ensure strong User Adoption?

• Pair Activity: Getting it Done!

• How does the DLZ help?

• Let’s Experience It Together! 2.0 LIVE DEMO

• How to know adoption is happening: Measure It!


Who are you?Geography | Product Family | # Time at Insight


First-timer?

2 – 5 years?

6 – 10 years?

10+ years?

Who am I…by the Numbers

94 8 5 44 3

I graduated from

Va Tech in 1994 with

course concentration

in Education and

Computer Science.

Blacksburg, VA native

& 3rd Gen Hokie

Industries I have

worked & trained in

over past 23 years:

Hospitality, Education,

Real Estate,

Government

Contracting, Non

Profit, Consulting,

Finance, and Software

We’re a family of 5

with 3 kids ages 9 to

15 and we live in

Fairfax County, VA

just 10 miles from

Deltek’s Global HQ in

Herndon, VA. We just

celebrated our 21st

year of marriage

Times the company I

work for has either

purchased another

company or been

purchased!

Coincidentally, one

for every year I’ve

been alive!

This is both my third

time attending and

presenting at our

Insight Conference –

It is also how many

years I have worked

for Deltek


Nashville, TN

Washington, DC

Nashville, TN

Understanding the Consumer Adoption

Process | 4:30 min video


Insert Screenshot

http://study.com/academy/lesson/understanding-the-consumer-adoption-process.html



01

User Adoption #UA


• Align key stakeholders, leadership and project team on

vision, assumptions, goals and project expectations – what

does “done” look like?

• Identify key business process changes, impacts,

expectations and role changes early in the project to support

project success

• Leverage a unified communication plan to align and facilitate

end-user acceptance and adoption of changes

Purpose of User Adoption

9

• Ensure communication and training follow the project life-

cycle

• Build and implement role-specific engagements and training

• Tailored training approach based on retained and changing

processes

Purpose of User Adoption (continued)

10

User Adoption Management

Sample Execution Schedule

12

Design CompleteOCM Review #2

OCM Review #3Kick OffProgram

Level

Milestones

OCM

Activities

Comms

Activities

Training

Activities

Requirements

Gathering

Stakeholde

r Analysis

OCM

PlanOCM Engagement Activities (brown bags)

Post Go-Live

Assessment

On-going Requirement Gathering and

Impact Analysis

Comms

Plan

Communications Development & Dissemination

Communications Plan Refinement

Training Req.

Analysis/Design

Trainin

g Plan

Team

Trainin

g

Training

Content

Development End User

Training

Training

Assessmen

t

Training Logistics

OCM Review #1

Future Arm (Prepare) Support Transition

Train the

Trainer

Readiness

Assessment

Readiness

Assessmen

t

OCM Review #4

Your Change Strategy provides dedicated, programmatic

support to facilitate user adoption of the new systems,

business processes, and policies by various stakeholders

User Adoption (UA) Strategy Overview

13

It integrates three core drivers of user adoption: Change Management, Communications, and Training to deliver an approach to managing change that will:

» Allow consistent, aligned stakeholder engagement

» Enable holistic understanding of change efforts

» Provide deep visibility into comprehensive view of impacts

» Support alignment/targeting of communications to various stakeholders

» Prevent the adoption of individualized change perspectives (not unified)

User Adoption (UA) Strategy Overview

14

User Adoption Strategic Pillars

15

The UA Strategy is built on three fundamental pillars of interrelated activities

Understand the Impacts

Stakeholder Analysis

Organizational

Readiness Survey

Business Impact

Assessment

Educate the Organization

Training Requirements

Analysis

Training Strategy

Training Curriculum

Training Materials

Engage the Stakeholders

OCM Plan

Comms Strategy &

Plan

Stakeholder

Engagement Activities

Deltek’s OCM Methodology - FAST

16

• Change Strategy

• Stakeholder Analysis

• Business Impact

Analysis (BIA)

• Leadership

Alignment/Sponsorship

• Organizational

Readiness

• Business Performance

Monitoring

• Lessons Learned Capture

• Focus Groups Facilitation

• Change Adoption Evaluation

• Business Process

Simulations

• Start-Stop-Continue

Guides

• Business Readiness

• Training

Change Analysis and Assessment

Change Planning Change Execution Change Realization

• Stakeholder

Involvement Design &

Implementation

• OCM Engagement Plan

• Change Adoption

Metrics Definition

FUTURE ARM/PREPARE SUPPORT TRANSITION

The OCM Strategy and pillars are applied using the FAST change methodology to deliver phased

and targeted change activities in order to drive user adoption

Increasing Change Acceptance and Adoption

Pair Exercise: Get it Done FAST!

Setting & Managing Expectations

– Mitigate risk of project failure

– Reduce the turmoil to minimize productivity drops, increasing employee

acceptance and reduce negative impact on external parties

– Ensure awareness of change and development of effective new skills

– Improve organizational capability to drive anticipated ROI

Communication Responsibility

– Create an internal team that is responsible for all internal communication

– Have a strategy and a plan for what needs to be communicated, to whom and

when

– Engage internal executives and project team

Internal Communications

® Deltek, Inc. - All Rights Reserved 18

Internal Communications

® Deltek, Inc. - All Rights Reserved 19

Training Discussion

20

A Training plan is a key component of any significant change…

• Who will be trained?

• Are they a key stakeholder or someone whose role will change significantly?

• When will they be trained (at implementation kick off, before go live,

after go live, in the future)?

• What will they be trained on (what’s essential to their business function)?

• How will they be trained (self-study, remote, 1:1, onsite)?

• What method will be best for your users (video, manuals, in person)?

• How will you re-inforce?

02

The Deltek Learning Zone #DLZ


How does DLZ help users?


100+ 1,000+75+ 100+ 5 - 12

DLZ drives user adoption with:

Online Learning | 24 x 7 x 365

Brief Virtual Live

Classes each month:

Most are 1 – 2 hours

with a Live Deltek

Instructor; some are

even hands-on

How-to Videos: Like

YouTube for Deltek

Products: Most are

3-5 min each

Recorded Sessions: so you can listen when you need to & start and stop anytime

Infographics and

ClickGuides for quick

reference: Most can

be downloaded and

printed

Custom Learning

Paths for each Deltek

Product, organized

by either workflow or

job function (Persona)


Costpoint Vision DPS Ajera Talent

What’s New in the DLZ Since Insight 2016

34 New VLCs (9 series)

5 Self-paced Learning assets

31 Recorded Sessions

20 Infographics

Certification Exams (5)

30 VLCs

2 Self-paced

Learning assets

16 Recorded

Sessions

10 Infographics

Certification Exams

(3)

34 VLCs

21 Recorded

Sessions

34 Infographics

14 VLCs

3 Recorded Sessions

34 VLCs

27 Infographics

CONFIDENTIAL © Deltek, Inc. All Rights Reserved. 24

PIM TrafficLIVE PPM Maconomy

What’s New in the DLZ Since Insight 2016, cont.

200+ Short Videos

12 Recorded

Sessions

1 Self-paced Course

Transitioned from

PIM to the DLZ

3 Self-paced

Learning assets

6 Infographics/

Clickguides

3 VLCs – wInsight

3 VLCs – Cobra

Fundamentals

EVM Self-paced

course (coming soon)

2 Infographics

7 Clickguides


Master + 5 New Costpoint Certification Exams


Master + 3 New Costpoint Certification Exams


Learning Path-based Training

• This version of the DLZ is currently in Pilot and will be rolled out to all DLZ Subscribers on Jan. 9, 2018.

• You are getting the very first look at it – here at Insight, in this very session!

• We are vastly improving the user experience based upon feedback provided to us in our DLZ User Experience Survey we conducted earlier this year.

• We have added a TON of new content and even a few new product areas as well!


Measure It!

Defining and Measuring User Adoption

#AdoptMore


User Adoption Metric Definition Process

Brainstorming

• Ask the appropriate questions to guide determining user adoption metrics?

Identification

• Identify desired outcomes or anticipated behaviors as a result of the change and ensure to link the overall business objectives and goals of the program

Agreement

•Obtain Program team consensus on user adoption metrics

Alignment

•Confirm Sponsor and Steering Committee buy-in for user adoption metrics

Measurement

•Begin measurement of user adoption

31

User Adoption Measurement Areas

3

2

Organizational Impact System Quality

Individual Impact Information Quality

Satisfaction(User & Stakeholder)

Change Adoption MetricsStakeholder and User Satisfaction

33

Key Question Purpose of question How to use response

Overall, how satisfied are you with the new system and the

implementation process?

• To determine overall level of

satisfaction

• Incorporate into change

activity, provide actionable

feedback to project team

What was good / what was bad about the way the change

was managed?

Main problem areas / main successful contributions (e.g.

miscommunication, implementation speed, culture

mismatches, poor training, lack of management support, too

many concurrent initiatives…)

• To determine why change was

successful or unsuccessful

• Gauge how much

additional change

management activity

required

Based on your past experience, what suggestions do you

have for future change management actions?

• To identify other major changes

currently affecting impacted

groups

• Potential impacts of other

local changes on the

program

(Are there any other issues we need to be sensitive to?) • To surface other/additional issues

or information

• Examine for trends of

critical issues to respond

to

Change Adoption MetricsOrganizational Impact

34

Key Question/Data Area Purpose of question How to use response

What are the top three business goal/objectives that are

impacted by the system?

• To determine business level

success measures

• Set as top level guidance

for subsequent data

gathering

What organizational activities have the greatest impact

on accomplishing these objectives?

• To determine connection to

individual level activity

• Identify critical functions

for change measure

What are the top three metrics that these objectives

should be measured by?

• To identify the measures that

indicate success

• Collect top three

What key impacts will/has the system had on these

objectives?

• To link the business metrics to

system impacts

• Associate business

metrics to system impacts

Change Adoption MetricsIndividual Impact

35


What are top three objectives of the role?

How do these objectives relate to the overall business

objectives?

• To determine critical individual

objectives

• Establish top line

measures

How does the system support these objectives? • To determine the system linkage

to these objectives

• Represent links to system

support

What activities or behaviors are essential to successfully

accomplishing the stated objectives?

• To identify critical behaviors • Highlight key actions that

relate to objectives

How does the system support these activities? • To identify key system function in

support of activity

• Connect system function

to activity

Change Adoption MetricsSystem Quality

36


How is system use going to be measured? • To define user metrics (how many log-ins,

concurrent users, time on system, etc.)

to optimize system management

• Establish system

administration strategies

and dedication of

resources

How will system reliability be measured? • To determine critical system measures

(uptime, latency, etc.)

• Establish system reliability

metrics and at what point

specific actions need to be

taken (i.e. ticket,

escalation)

How is user understanding and support measured? • To gauge user interaction ability at the

system level (help desk calls, etc.)

• Establish baseline

measures for user

knowledge and support

Change Adoption MetricsInformation (Data) Quality

3

7


In considering the business and individual objectives, what

are the top three information resources do you require

from the system to be successful?

• To determine critical information

resources

• Establish key information

sources

How easy (or difficult) is it for you to get these? • To assess the ability of the user to

access information

• Establish ease of use for

information access

How reliable is the information you access? • To gauge user confidence in the

information

• Combine with other

metrics

How well does the information you access satisfy your

requirements?

• To assess the ability of the user to

access information

• Combine with other

metrics, compare to

individual success metrics.

Take it Home!

• Note 3 things you learned from this session that you can take back to

your firm:

– What adoption really is and how to measure it?

– A specific metric that would really help drive success in your

organization?

– Something about the DLZ and/ or Learning Paths?

– A fresh insight you had or someone in the group shared?

– Something else?

© 2016 Deltek, Inc. All Rights Reserved 38


Friend. Follow. Post. Watch. | Get More out of Insight 2017!

Share a pic/ post of what you learn from this session using

#DLZMoreWhat will you post? #DLZMore

Questions?


If you have any questions or need further

information regarding the DLZ and User

Adoption:

Visit DLZ Booth at Expo Hall this week

[email protected]

Session Speaker | Learning Solutions

Architect and Business Development

[email protected]

Head of Deltek University | Author of

Deltek’s FAST Methodology

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