Monday, September 5, 2016

Digital Transformation: What Does Success Look Like?

You are about to embark on a journey to redefine the digital experience within your company. Most likely you will be impacting all employees at some level and have key stakeholders looking to see that your project has some sort of ROI. Not to mention, you would like to understand what success can look like to evolve against your goals. This is a common story from a lot of our clients.

While there are a number of ways to measure the success of a project, I like to look at what matters, is actually possible from a metrics and tools perspective, and can be measured over time. Below are some recommended baseline tactics to measure the success of your project.

1) General employee engagement factors: This is especially important if your company does an employee engagement survey. You can easily link your project goals with a specific question or goal from the survey to see how you are moving the needle. For example, we generally look at measures in communications, ease of access and use of work tools, effective collaboration between teams and employees who understand their role in the company strategy. If you do not run any form of engagement survey, I would suggest leveraging your digital tools to implement a regular survey to start measuring engagement before the project launches. That way you have a baseline to compare at launch and beyond.

2) Use of the tool: Sometimes it’s as simple as making sure employees are using the tool. I can’t think of an easier metric to begin with, or measure (most tools have basic usage data). Some examples to consider in measuring usage include: 60% engagement of organizational login or usage within the first month, 80% profile updates within first month, 90% of executives engaged in the tool once a week. I recommend taking a look at your baseline and set a realistic goal of change that you would like to see at launch. Check in every quarter to see how you are progressing and share the results with interested parties.

3) Project alignment: I think it’s important to track key measures linked to your project. For example, maybe you are looking to save money, impact your NPS score or increase collaboration between departments. Discover ways to measure these goals effectively within your organization and stay on top of it. Post launch, you can look at the percentage to completion against your goals to track success. I would also recommend reporting on progress to your key stakeholders to keep them engaged and invested in continued growth. 

4) Key stakeholder goals: In some projects, specific stakeholder groups will have a clear need to measure their own path to success. I believe it is then important to set specific goals with these audiences to ensure they are getting what they wanted out of the project (and potentially their investment). Similar to the project alignment goals, sit down with these audiences to design SMART goals and a way to measure them. I would also recommend setting a standard as to when you will meet with the audiences on their progress, that way you can keep them engaged in owning their success.

While these measurement tactics are not all inclusive, it should give you a first solid step into understanding what success will look like for your project. Remember to keep it simple, and continue to ask what will be meaningful to share and track as the project progresses. Measurement can be used to report both on project success, but also leveraged to drive your growth strategy. Either way, it is great that you are asking “what does success look like” as it will be key element to engage your project sponsors and key stakeholders.