Adoption after go-live
PatternLaunchM3M6M9M12
Digital adoption platform consulting
Adoption is not a training problem.
Users don't abandon a system because nobody showed them. They abandon it because the work is faster the old way. We build the in-application guidance, automation and governance that closes that gap — on WalkMe and Whatfix, across SAP and Salesforce estates.
We'll build a working proof of concept on your own environment before you commit to anything. Not a slide deck, and not a recorded demo of someone else's system.
Where support volume goes
Flat, not down
The same twenty questions, asked by people who were trained months before they needed the answer.
Illustrative of the pattern we're called into — not client data.
Certified in both platforms
- WalkMe Builder I & II
- WalkMe Project Lead
- Whatfix Digital Adoption Specialist
- Whatfix Content Specialist
- Certified Scrum Product Owner
Practitioner certifications, not a reseller agreement — we hold no commercial relationship with either vendor.
The pattern
The system went live. The usage didn't follow.
Every stalled rollout we're called into looks different on the surface and identical underneath. Three failure modes account for almost all of it.
01
Silent workarounds
People don't file a ticket when a process is confusing. They find a route around it — a spreadsheet, an email to someone who knows, an offline approval. The programme reports green while the actual work moves somewhere you can't see.
02
Support volume that never falls
The ticket curve was supposed to drop three months after launch. It flattened instead. Most of what arrives isn't a defect; it's the same twenty questions, asked by people who had the answer in a training session months before they needed it.
03
Reporting built on bad input
Free-text where a picklist was intended. Steps completed out of order. Mandatory fields satisfied with placeholder values. The data problem you're fixing downstream was created upstream, by users doing their best with an interface that never told them what good looked like.
See the work
This is what we build. Try it.
A purchase requisition, mid-process, on a system nobody enjoys using. Step through the guidance the way one of your users would — including the Deciding which users see which guidance, based on attributes like role, tenure, region or licence type. Get it wrong and everyone sees everything, which is how guidance becomes noise. decision that keeps it from annoying everyone else.
my-company.s4hana.ondemand.com
Create Purchase Requisition
General information
CC-4420-EU
Select…
Search supplier…
14.09.2026
Items
Save as draftSubmit for approval
1/4
Start where the work stalls
The requisition form is where users abandon. Guidance opens on the field that causes it, not on a welcome message nobody reads.
2/4
Validate before submission, not after
A guardrail overlay checks the cost centre against the account assignment while the user is still in the field. The data problem is prevented, not reported.
3/4
Automate the lookup
Rather than sending the user to a second system for the supplier code, an ActionBot retrieves it from the backend and writes it into the field.
4/4
Segment who sees this
This flow targets requisitioners in their first 90 days. Experienced users see a Smart Tip instead — the same content, a tenth of the interruption.
- 01
Start where the work stalls
The requisition form is where users abandon. Guidance opens on the field that causes it, not on a welcome message nobody reads.
- 02
Validate before submission, not after
A guardrail overlay checks the cost centre against the account assignment while the user is still in the field. The data problem is prevented, not reported.
- 03
Automate the lookup
Rather than sending the user to a second system for the supplier code, an ActionBot retrieves it from the backend and writes it into the field.
- 04
Segment who sees this
This flow targets requisitioners in their first 90 days. Experienced users see a Smart Tip instead — the same content, a tenth of the interruption.
The full vocabulary
- Smart Walk-ThruSequenced
- Smart TipContextual
- LauncherEntry point
- ShoutOutAnnouncement
- ActionBotAutomation
- GuardrailValidation
Choosing correctly between these is most of the craft. A walk-through where a tip would do is an interruption; a tip where a guardrail is needed is a data problem you'll meet again downstream.
Architecture
One account across the estate.
Guidance that doesn't understand the underlying application is a tooltip. We run the account as a single multi-system deployment so How the platform recognises who a user is — role, tenure, region, licence. If it can't do that consistently across systems, segmentation is guesswork and the analytics are unusable. stays consistent and the analytics from every application can actually be compared.
Platforms
Two platforms, one engineering standard.
We're certified in both and we don't have a house preference. The right platform depends on your estate, your content model, and who's going to own it after we leave.
WalkMe
Multi-system enterprise deployments, ActionBots and agentic workflows, WalkMe X AI, and the governance that keeps a large account from becoming an unmaintainable one.
Explore the WalkMe practice →Whatfix
Flows, Self Help and Task Lists built on a content model that survives contact with a real release cycle. Identification and segmentation designed once, properly, so it doesn't need rebuilding in month six.
Explore the Whatfix practice →Haven't chosen yet? Independent DAP selection →
Method
Four stages. The fourth is the one that matters.
01
Discovery and intake
We start with where the work actually stalls, not with a content inventory. Usually that means sitting with the analytics and the support queue before anyone opens an editor.
02
Solution design
Injection method per application, end-user identification, cross-domain behaviour, environment and release strategy. Decided and written down before the first item is built.
03
Build
Walk-throughs, process automation, bots, tips, launchers and guardrail overlays — themed to each application's native design language so guidance doesn't look bolted on.
04
Publish, govern, measure
Intake, build, UAT and publish run as a cycle rather than a project. Naming conventions, versioning and technical review on every item — this is the stage most implementations skip, and the reason accounts become unmaintainable.
Bring us a system that isn't being used.
Send us the application and the problem. We'll build a working proof of concept on your real screens and walk you through how it was built. No charge, no obligation.