At Dimension Data, we don’t think advice about anything is worth taking if the givers of the advice aren’t willing to follow it themselves. That also counts for business advice … if not more so! We’ve said many things over the years about how important it is to include user adoption in your overall visual communications strategy, and how best to go about it. Without a sound adoption-boosting plan, beware the white elephant of expensive unused equipment, we said. But we’ve also gone ahead and tested our own tips to prove that it wasn’t just idle talk.
Dimension Data Europe decided to pursue visual communications in a big way, and wanted to achieve an ambitious adoption rate across the region and reduce travel. Besides installing the technology, the team spent the most time ensuring the end-user experience was right. They had a few battles on their hands in making the infrastructure user-friendly, ensuring the right level of quality, providing an easy-to-use directory and standardising the equipment and processes across geographies. But eventually, the region tasted success by focusing on a few key areas:
- ensuring equipment was easy to use and controls were recognisable; for example, a green button to call and a red button to stop the call
- controlling endpoints centrally, thereby preventing users from being able to change the configuration on individual end units
- from the start, involving people from across a pool of potential users and selecting ‘champions’ to test the solutions before rolling them out
- driving the project from the top of the organisation and, as an example, linking the achievement of a reduction in travel costs to conditions of receiving bonuses
- continual tracking of usage and measurement of actual cost base to prove the reduction in travel cost and resultant return on investment
- providing the appropriate support staff to help users
By doing all of this and ensuring users adopted the new infrastructure, the region managed to reduce travel by the senior management team alone by no less than 20%.
Do you want more advice about how you can do the same in your business? Read this latest thinking article.