{"id":10231,"date":"2023-05-16T09:00:27","date_gmt":"2023-05-16T16:00:27","guid":{"rendered":"https:\/\/www.microsoft.com\/insidetrack\/blog\/?p=10231"},"modified":"2026-06-02T10:46:28","modified_gmt":"2026-06-02T17:46:28","slug":"revolutionizing-the-rollout-using-product-adoption-data-to-streamline-deployments","status":"publish","type":"post","link":"https:\/\/www.microsoft.com\/insidetrack\/blog\/revolutionizing-the-rollout-using-product-adoption-data-to-streamline-deployments\/","title":{"rendered":"Revolutionizing the rollout: Using product adoption data to streamline deployments"},"content":{"rendered":"<p><em>We periodically update our stories, but we can\u2019t verify that they represent the full picture of our current situation at Microsoft. We leave them on the site so you can see what our thinking and experience was at the time.<\/em><\/p>\n<p>How do you turn data into knowledge? Once you have it, how to you turn that knowledge into action?<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignright wp-image-7436 size-medium\" style=\"margin-top: 0px;\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2021\/10\/ms-digital-stories-300x122.png\" alt=\"Microsoft Digital stories\" width=\"300\" height=\"122\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2021\/10\/ms-digital-stories-300x122.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2021\/10\/ms-digital-stories.png 400w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/>Adopting a new product across an organization as large as Microsoft is an enormous task, and we\u2019re always expanding our knowledge about how to roll out a new tool or platform more effectively. Product adoption data is at the core of how we build that knowledge \u2014 and how we implement the strategy that goes along with it.<\/p>\n<p>\u201cWhen it comes to driving adoption, the key to success is to identify the insights we need to deliver success upfront,\u201d says Nathalie D\u2019Hers, corporate vice president of employee experience at Microsoft. \u201cWe define those success measures then ensure we have the right data to meet our objectives.\u201d<\/p>\n<figure id=\"attachment_10245\" aria-describedby=\"caption-attachment-10245\" style=\"width: 214px\" class=\"wp-caption alignright\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-10245 size-medium\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_image002-214x300.jpg\" alt=\"D\u2019Hers poses for a portrait photo.\" width=\"214\" height=\"300\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_image002-214x300.jpg 214w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_image002-731x1024.jpg 731w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_image002-768x1075.jpg 768w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_image002-771x1080.jpg 771w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_image002.jpg 1000w\" sizes=\"auto, (max-width: 214px) 100vw, 214px\" \/><figcaption id=\"caption-attachment-10245\" class=\"wp-caption-text\">\u201cWhen it comes to driving adoption, the key to success is to identify the insights we need to deliver success upfront. We define those success measures then ensure we have the right data to meet our objectives,\u201d says Nathalie D\u2019Hers, corporate vice president of employee experience at Microsoft.<\/figcaption><\/figure>\n<h2><strong>The discipline of deployment<\/strong><\/h2>\n<p>The transition to a modern, hybrid workplace has introduced new challenges into the product adoption process.<\/p>\n<p>\u201cThe first challenge in a remote or hybrid environment is awareness because it&#8217;s really difficult to get users\u2019 attention,\u201d says Amy Ceurvorst, senior business program manager and adoption specialist with Microsoft Digital. \u201cNow you&#8217;re competing against messages, chats, and emails to grab your employees\u2019 attention, so we&#8217;ve had to try a bunch of different strategies to help users engage with a new product.&#8221;<\/p>\n<p>Over time, we\u2019ve learned some key lessons about driving effective adoption:<\/p>\n<ul class=\"c-list\">\n<li><strong>Change doesn\u2019t happen automatically. <\/strong>Employees need encouragement and guidance, or they\u2019ll simply stick with existing technology.<\/li>\n<li><strong>Buy-in from leadership matters. <\/strong>Engaged executives are effective champions for wide-reaching rollouts.<\/li>\n<li><strong>Targets need to be measurable. <\/strong>If it doesn\u2019t get measured, it won\u2019t get done.<\/li>\n<li><strong>Learn from the process and each other. <\/strong>Every adoption is an opportunity to build knowledge and improve processes, and collaboration provides valuable insights.<\/li>\n<\/ul>\n<p>These principles have helped us build out an adoption process that flows naturally through envisioning, onboarding, and driving value by measuring success. Each stage of that journey involves thoughtful consideration, collaboration, and preparation.<\/p>\n<figure id=\"attachment_10300\" aria-describedby=\"caption-attachment-10300\" style=\"width: 1500px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-10300 size-full\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_graphicv2.jpg\" alt=\"The product adoption process at Microsoft, including three steps: envision, onboard, and drive value.\" width=\"1500\" height=\"655\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_graphicv2.jpg 1500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_graphicv2-300x131.jpg 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_graphicv2-1024x447.jpg 1024w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_graphicv2-768x335.jpg 768w\" sizes=\"auto, (max-width: 1500px) 100vw, 1500px\" \/><figcaption id=\"caption-attachment-10300\" class=\"wp-caption-text\">Product adoption at Microsoft breaks down into three key processes: envisioning, onboarding, and driving value.<\/figcaption><\/figure>\n<h2><strong>Capturing the right data<\/strong><\/h2>\n<p>But how do we ensure we\u2019re making the most of the adoption journey? The answer is in the data.<\/p>\n<p>The first challenge is securing the right data to meet our goals for each stage of the adoption journey, whether we\u2019re building out our vision for a new tool, generating buy-in from executive sponsors, or demonstrating the success of a rollout.<\/p>\n<p>That\u2019s where our Employee Experience Insights team comes in. They\u2019re responsible for looking at the experiences we support at Microsoft and collecting that data. Through collaboration with technical teams and change managers, they source and collocate the information we need to inform our deployments.<\/p>\n<p>\u201cWe start with operational data from different sources, including services, applications, and devices,\u201d says Miguel Uribe, principal product manager for Employee Experience Insights. \u201cWe put that together with enterprise data like employee profiles, support tickets, and survey results, and then use it to discover knowledge about how the user is perceiving the experience.&#8221;<\/p>\n<p>Turning subjective, written responses into useful data can be a challenge, but Miguel\u2019s team leverages machine learning and natural language processing to summarize and aggregate large swathes of feedback into sentiment scores and other useful information.<\/p>\n<p>To protect employee privacy and ensure compliance with confidentiality standards, our data professionals work with our Human Resources and Privacy teams as well as our Corporate, External, and Legal Affairs team. They provide the guidance to ensure that user data is anonymized and aggregated so it doesn\u2019t violate our employees\u2019 privacy.<\/p>\n<blockquote class=\"quote-body\"><p>You need to give leaders a reason to buy into a tool\u2019s value, articulate how you\u2019ll measure success, develop targets to track against, and provide specific actions they can take to be successful.<\/p>\n<p class=\"source\">\u2014Marcus Young, employee experience director, Microsoft Digital<\/p>\n<\/blockquote>\n<p>The goal is to enable a HEART analytics model that provides insights across five aspects of usage: happiness, engagement, adoption, retention, and task value. All of that data provides rich context, not just for guiding future rollouts, but for engaging sponsors throughout the ongoing adoption. The HEART framework is a set of user-centered metrics used to evaluate the quality of a user experience and to help measure the impact of UX changes.<\/p>\n<h2>Inspiring sponsors to drive Microsoft Viva adoption<\/h2>\n<p>Our recent <a href=\"https:\/\/www.microsoft.com\/en-us\/microsoft-viva\" target=\"_blank\" rel=\"noopener\">Microsoft Viva rollout<\/a> is a powerful example of good data\u2019s effect on executive sponsorship. When Viva became available, Microsoft Digital led the platform\u2019s adoption across our more than 200,000 employees. <a href=\"https:\/\/adoption.microsoft.com\/files\/viva\/Driving-adoption-of-Microsoft-Viva.pdf\" target=\"_blank\" rel=\"noopener\">Check out our Microsoft Viva adoption guide to get tips for deploying Viva at your company.<\/a><\/p>\n<p>\u201cWe knew from experience that active and visible sponsorship is the number one factor for success when you roll out a change,\u201d says Marcus Young, employee experience director with Microsoft Digital. \u201cYou need to give leaders a reason to buy into a tool\u2019s value, articulate how you\u2019ll measure success, develop targets to track against, and provide specific actions they can take to be successful.\u201d<\/p>\n<p>To meet these needs, the team combined usage data with gamification, automated recommendations, and a stylish user interface to let leaders know where their organizations stand within our Microsoft Viva rollout. We called it the Microsoft Viva Leader Index (VLI).<\/p>\n<figure id=\"attachment_10241\" aria-describedby=\"caption-attachment-10241\" style=\"width: 1500px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-10241 size-full\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_image004.png\" alt=\"The Viva Leader Index, featuring an individual leader\u2019s scorecard for the adoption of different Microsoft Viva modules.\" width=\"1500\" height=\"1133\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_image004.png 1500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_image004-300x227.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_image004-1024x773.png 1024w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_image004-768x580.png 768w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_image004-1430x1080.png 1430w\" sizes=\"auto, (max-width: 1500px) 100vw, 1500px\" \/><figcaption id=\"caption-attachment-10241\" class=\"wp-caption-text\">The Microsoft Viva Leader Index helped drive Microsoft Viva adoption by gamifying usage and providing recommendations to deepen employee engagement.<\/figcaption><\/figure>\n<p>Through this tool, any leader managing more than 20 people can navigate to an internal website that automatically detects their role and organization. The VLI then delivers an all-up view of Microsoft Viva usage across that leader\u2019s team, including information about individual modules, how their team stacks up against their peers and the entire organization, and automated recommendations for how they can advance adoption.<\/p>\n<p>This simple and engaging tool provides everything a leader needs to gauge their organization\u2019s adoption success and work toward their goals. It\u2019s a powerful example of what data can do when paired with purpose and personalization.<\/p>\n<h2>Measuring impact and managing knowledge<\/h2>\n<p>All throughout the rollout process, adoption specialists from our Employee Experience Success team actively consider the cycle of envisioning, onboarding, and driving value. As a deployment matures, they can use data to inform the process of their next rollout.<\/p>\n<figure id=\"attachment_10301\" aria-describedby=\"caption-attachment-10301\" style=\"width: 450px\" class=\"wp-caption alignright\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-10301\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_image001v2-300x106.png\" alt=\"Ceurvorst, Young, and Uribe pose for portraits in this composite image.\" width=\"450\" height=\"158\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_image001v2-300x106.png 300w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_image001v2-768x270.png 768w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/10488_image001v2.png 1000w\" sizes=\"auto, (max-width: 450px) 100vw, 450px\" \/><figcaption id=\"caption-attachment-10301\" class=\"wp-caption-text\">Amy Ceurvorst (left), Marcus Young, and Miguel Uribe are part of a cross-team effort to leverage the power of product adoption data to enhance rollouts at Microsoft.<\/figcaption><\/figure>\n<p>The Employee Experience Insights team collaborates with change management practitioners to incorporate adoption activities like localized comms, office hours, or sponsor influencing through our Early Adopter Program. That way, they can find correlations between adoption activities and spikes in usage to identify which methods drive the best results.<\/p>\n<p>In Microsoft Viva\u2019s case, we discovered that attention-grabbing, one-minute demos and direct-to-employee communications through Microsoft Teams were the most effective ways to boost adoption. Insights from this test-and-learn process mean our adoption specialists will be more prepared to support the next rollout.<\/p>\n<p>\u201cIt\u2019s hard to compete for people\u2019s time,\u201d Ceurvorst says. \u201cSo we\u2019ve learned that we need to work hard to get into the sessions and spaces where they already work.\u201d<\/p>\n<p>On the product side, getting granular also supports a better development process and user experience moving forward. That depends on asking the right questions.<\/p>\n<p>\u201cIs there something happening making usage surge, or do we have significant drop-offs at certain times of year?\u201d Ceurvorst says. \u201cThere&#8217;s so much value in data from feature requests, bugs, and anonymized usage behaviors, and it helps us come up with insights we can share back to product groups.\u201d<\/p>\n<p>When our teams work together to capture effective adoption data, it produces meaningful impacts on the employee experience \u2014 from change management best practices to executive sponsorship, right through to product development. That means being intentional about the kind of information we capture and how we put it into action for ongoing and future adoption programs.<\/p>\n<p>It\u2019s all about creating a virtuous cycle, driven by data.<\/p>\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"74\" class=\"wp-image-7448\" style=\"width: 300px;\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2021\/10\/key-takeaways.png\" alt=\"Key Takeaways\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2021\/10\/key-takeaways.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2021\/10\/key-takeaways-300x74.png 300w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/figure>\n<p>Here are some tips that you can use to build a plan for driving Microsoft Viva adoption at your company:<\/p>\n<ul class=\"c-list\">\n<li>Identify what success looks like, how to quantify it, and how to distribute accountability for that success to your leaders.<\/li>\n<li>Prioritize having the right data, because it makes ROI powerfully tangible.<\/li>\n<li>Be diligent about advocating for your data desires to your data team.<\/li>\n<li>Deliver data with a human touch to energize sponsors and stakeholders.<\/li>\n<li>Ensure there is a plan and resourcing for collecting high-quality data signals.<\/li>\n<li>Work with legal professionals to understand the security and privacy rules and regulations around data.<\/li>\n<li>Identify who the primary users of your success-measurement reporting will be, such as adoption specialists, and partner with them to define and design reports.<\/li>\n<\/ul>\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"81\" class=\"wp-image-7482\" style=\"width: 300px;\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2021\/10\/related_links.png\" alt=\"Related links\" srcset=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2021\/10\/related_links.png 500w, https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2021\/10\/related_links-300x81.png 300w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/figure>\n<ul class=\"c-list\">\n<li><a href=\"https:\/\/adoption.microsoft.com\/files\/viva\/Driving-adoption-of-Microsoft-Viva.pdf\" target=\"_blank\" rel=\"noopener\">Check out our Microsoft Viva adoption guide.<\/a><\/li>\n<li><a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/accelerating-our-cultural-transformation-at-microsoft-with-viva-and-ai\/\">See how we&#8217;re accelerating cultural transformation internally with Microsoft Viva and AI.<\/a><\/li>\n<li><a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/the-future-of-work-is-here-transforming-our-employee-experience-with-ai\/\">Learn how we\u2019re transforming the employee experience at Microsoft with AI.<\/a><\/li>\n<li><a href=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/helping-microsoft-employees-understand-their-value-with-the-total-rewards-portal\/\">Read more about helping Microsoft employees understand their value with the Total Rewards Portal.<\/a><\/li>\n<\/ul>\n<figure class=\"wp-block-image size-large is-resized\"><img decoding=\"async\" style=\"width: 580px;\" src=\"https:\/\/www.microsoft.com\/insidetrack\/blog\/uploads\/prod\/2023\/05\/Customer-Survey-580x85-1.png\" alt=\"We'd like to hear from you!\" \/><\/figure>\n<p><a href=\"mailto:msitstaff@microsoft.com\">Want more information? Email us and include a link to this story and we\u2019ll get back to you.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>We periodically update our stories, but we can\u2019t verify that they represent the full picture of our current situation at Microsoft. We leave them on the site so you can see what our thinking and experience was at the time. How do you turn data into knowledge? Once you have it, how to you turn [&hellip;]<\/p>\n","protected":false},"author":21,"featured_media":10233,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_hide_featured_on_single":false,"_show_featured_caption_on_single":true,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[1],"tags":[331,89,115,621,849],"coauthors":[138],"class_list":["post-10231","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-data-and-ai","tag-digital-transformation","tag-microsoft-azure","tag-microsoft-viva","tag-network-and-infrastructure","program-ms-digital-stories","m-blog-post"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - 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