TECHNOLOGY IMPACT ON USER ADOPTION

Presenter: Beth Spriggs BETH SPRIGGS, PMP Vice President, Technology Leadership for Educational Equity Objectives

1. Identify technology trends that influence user adoption, how it’s influenced, and the impact of those trends on our work

2. Discuss how we can adjust our current work practices, factoring in current tech trends, such that we’re more effective

3. Walk away with immediately applicable tips What to Expect

• Not about tech tools

• Will examine technology trends, influences to our work, and how to approach our work differently User Adoption & Change Management What is Change Management?

1. A project management process wherein changes to the scope of a project are formally introduced and approved

2. The process, tools and techniques to manage the people-side of change to achieve the required business outcome

3. An approach to transitioning individuals, teams, and organizations to a desired future state

4. The management of change within a business Technology Changes Rapidly

• The technology we use in our daily lives changes rapidly

• We have to deal with this constant change Technology Changes Rapidly

Think of sites and apps you use frequently (banking, credit card, shopping, work)

When was the last time you saw a change to any site or app that you frequent? for example: different interface, different options or features History of Technology in TV

999 Late 1920’s –––First TV

1930

1940

Late 1940’s – Cable TV 1950 60 Years 1960

1963 – Comcast Founded

1970

1972 – Comcast introduced HBO

1976 – Satellite TV

1980 – Dish Network 1990 – Sky TV

1994 - DirecTV

1997 – Netflix Founded

1997 – Comcast Digital TV

1997 – Bell Satellite TV

1999 – DVR’s

1999 – Netflix launched subscription service

1999 – TiVo 20 Years

2000

2002 – Comcast HDTV

2003 – Comcast Video on Demand

2003 – Comcast DVR

2004 – DD Free Dish

2005 – Verizon Fios TV

2006 – Amazon Unbox

2007 – Netflix streaming content

2007 – Freeview & Freesat launched

2007 – Hulu Founded

2008 – Amazon Video on Demand

2009 – Comcast Fancast XFINITY TV 2010 ––– Comcast Mobile App

2010 - Comcast xfinityTV.com

2010 - Comcast Xfinity Mobile app

2010 - Netflix is available on the Apple iPad, iPhone and iPod Touch, the Nintendo Wii

2010 - Amazon Studios created which develops TV shows and movies 2011 - 3D TVs 4 Years 2011 - Comcast Video Streaming

2011 - Comcast Xfinity 3D

2011 - Comcast and NBCUniversal launched dynamic ad insertion in On Demand programming

2011 - Amazon Instant Video

2012 - Comcast and Skype launched new HD video calling to the television for Xfinity

2012 - Comcast launched X1, cloud-enabled TV

2012 – Comcast launched the X1 Remote Control app

2012 - Comcast launched Xfinity Streampix

2012 - Netflix first original programming

2013 - Comcast launched Parental Controls website to manage what kids are watching on TV, online and on mobile devices

2013 - Comcast launched Xfinity Home Control

2013 - Comcast launched Xfinity TV Go app

2014 - Comcast launched Xfinity On Campus Pace of Change

• The pace of change has accelerated.

• We live with an unmeasurable degree of change.

How many mobile tech devices are in your household?

Think about smart phones, tablets, mp3 players, mifi / hotspot devices, bluetooth headsets and devices, gps devices, etc. Did You Know…

• 91% of all people on earth have a mobile phone Time it took to reach 50 Million • 67% of cell owners find Users (Years) themselves checking their phone for messages, alerts, or calls – even when they don’t notice their phone is ringing Radio TV • 44% of cell owners have slept with their phone next to their Internet bed because they wanted to make sure they didn’t miss any Facebook calls, text messages, or other updates during the night Draw Something App 50 Days • 80% of time on mobile is spent 0 10 20 30 40 inside apps Pace of Change

• The pace of change has accelerated.

• We live with an unmeasurable degree of change.

• We are saturated with change in every aspect of our lives. Pace of Change

• The pace of change has accelerated.

• We live with an unmeasurable degree of change.

• We are saturated with change in every aspect of our lives.

• Driven by competition. Pace of Change

New Technologies Competition Pace of Change

Pace New Technologies OfOfOf Competition Change Pace of Change

Pace New Technologies OfOfOf Competition Change Pace of Change

Pace New Technologies OfOfOf Competition Change Pace of Change

Pace New Technologies OfOfOf Competition Change

Consumer Expectations Pace of Change

Pace New Technologies OfOfOf Competition Change

Consumer Expectations Expectation Inflation

Story: The Midnight Email

Date: 5/19/2015 12:04 AM Subject: Can we do this?

http://www.worldofwatches.com/wowtv Our new site will do this, right? Expectation Inflation Definition

Expectation Inflation is when stakeholders make assumptions or hold expectations that are not realistic to your project.

Expectation Inflation

Scope Creep Expectation Inflation

Examples: 1. Seeing something new and assuming it is already included or at the least can be easily added on to your project.

2. Somebody sees something new or uses a technology in their personal life and makes the “logical” leap that your company already does or should deliver similar capabilities with minimal or no additional resources or time Expectation Inflation

Have you seen an increase in expectation inflation impacting your work over the years? One More Thing on Change

Apple Store, Regent Street, London

New iPhone Day Line… New iPhone Day Line New iPhone Day Line New iPhone Day Line New iPhone Day Line New iPhone Day Line New iPhone Day Line Technology Dichotomy

Technology has done two things:

1. We are saturated with change 2. We expect things to change Principles of Change Management & User Adoption

1. Complete a Change Assessment - measuring your organization’s change tolerance Principles of Change Management & User Adoption

1. Complete a Change Assessment - measuring your organization’s change tolerance everybody is already saturated with change Principles of Change Management & User Adoption

1. Complete a Change Assessment - measuring your organization’s change tolerance everybody is already saturated with change

2. Change Agent / Champion Principles of Change Management & User Adoption

1. Complete a Change Assessment - measuring your organization’s change tolerance everybody is already saturated with change

2. Change Agent / Champion what if our agents or ourselves are already saturated with change? Principles of Change Management & User Adoption

1. Complete a Change Assessment - measuring your organization’s change tolerance everybody is already saturated with change

2. Change Agent / Champion what if our agents or ourselves are already saturated with change?

3. Buy-in From the Top Principles of Change Management & User Adoption

1. Complete a Change Assessment - measuring your organization’s change tolerance everybody is already saturated with change

2. Change Agent / Champion what if our agents or ourselves are already saturated with change?

3. Buy-in From the Top Expectation Inflation Principles of Change Management & User Adoption

1. Complete a Change Assessment - measuring your organization’s change tolerance everybody is already saturated with change

2. Change Agent / Champion what if our agents or ourselves are already saturated with change?

3. Buy-in From the Top Expectation Inflation

4. Solid Communication Plan Principles of Change Management & User Adoption

1. Complete a Change Assessment - measuring your organization’s change tolerance everybody is already saturated with change

2. Change Agent / Champion what if our agents or ourselves are already saturated with change?

3. Buy-in From the Top Expectation Inflation

4. Solid Communication Plan people don’t read instructions… or emails, or documentation, or communication plans Now What? User Adoption vs. User Adaptability

Adoption: taking on something completely new

Adapting: adjusting to shifting conditions of things we already know 2010 ––– Comcast Mobile App

2010 - Comcast xfinityTV.com

2010 - Comcast Xfinity Mobile app

2010 - Netflix is available on the Apple iPad, iPhone and iPod Touch, the Nintendo Wii

2010 - Amazon Studios created which develops TV shows and movies 2011 - 3D TVs 4 Years 2011 - Comcast Video Streaming

2011 - Comcast Xfinity 3D

2011 - Comcast and NBCUniversal launched dynamic ad insertion in On Demand programming

2011 - Amazon Instant Video

2012 - Comcast and Skype launched new HD video calling to the television for Xfinity

2012 - Comcast launched X1, cloud-enabled TV

2012 – Comcast launched the X1 Remote Control app

2012 - Comcast launched Xfinity Streampix

2012 - Netflix first original programming

2013 - Comcast launched Parental Controls website to manage what kids are watching on TV, online and on mobile devices

2013 - Comcast launched Xfinity Home Control

2013 - Comcast launched Xfinity TV Go app

2014 - Comcast launched Xfinity On Campus User Adoption vs. User Adaptability

Adoption: taking on something completely new

Adapting: adjusting to shifting conditions of things we already know 1. Assume Change Saturation

Don’t need a Change Tolerance Assessment User Adaptability Principles 1. Assume Change Saturation 2. Assume Expectations of Change

We don’t want to drag people through the change, User Adaptability we want them to line up for the change. Principles

If the change is small enough – Just do it. 1. Assume Change Every time an app or website changes, do you Saturation get a communication and instructions? 2. Assume Expectations of This idea hinges on principle #6… Change 3. Assume Expectation Inflation

Stakeholders will make assumptions or hold User Adaptability expectations that are not realistic to your project. Principles

Know it. Name it. Address it. 1. Assume Change Saturation 2. Assume Expectations of Change 3. Expectation Inflation 4. Deliver High Quality

User Adaptability Be better than good. Principles

Your project team should have a brand, and that 1. Assume brand should equate to high quality. Change Saturation 2. Assume Expectations of Change 3. Expectation Inflation 4. Deliver High Quality 5. Build Anticipation

User Adaptability Principles 1. Assume Change Saturation 2. Assume Expectations of Remember in Principle #2 when I said the idea Change hinges on principle #6? 3. Expectation Inflation 4. Deliver High Quality 5. Build Anticipation 6. Objective of No Training Required

User Adaptability It’s something to strive for. Principles You might not get 100% there, but by taking this 1. Assume approach you’ll get a lot closer. Change Saturation 2. Assume Expectations of Change 3. Expectation Inflation 4. Deliver High Quality 5. Build Anticipation 6. Objective of No Training User Adaptability Principles

1. Assume Change Saturation

2. Assume Expectations of Change

3. Expectation Inflation

4. Deliver High Quality

5. Build Anticipation

6. Objective of No Training TECHNOLOGY IMPACT ON USER ADOPTION

THANK YOU

Beth Spriggs @@SpriggsBethSpriggsBeth

https://www.linkedin.co www.BethSpriggs.com m/in/bethspriggs [email protected]