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