From Use to Value: Monitoring the User Adoption Journey

In the era of hybrid work, collaborative, user-dependent IS like Microsoft 365 have gained popularity, profoundly shaping communication, value co-creation and cooperation within organizations. Recognizing their impact on organizations’ and employee performance, strategic use of these tools is crucial for overall organizational success. This research aims to assess the user adoption journey of employees automatically and objectively, providing a foundation for targeted improvement measures. The central question guiding this investigation is: How can the user adoption of collaboration tools be evaluated both objectively and individually, facilitating tailored recommendations to enhance the user adoption journey? The research employs the Action Design Research approach, integrating current research and practical insights to derive universally applicable conclusions. Initial literature reviews cover system use, technical adoption, innovation adoption, and change management. Expert interviews contribute additional perspectives. Design principles for a ‘User Adoption Monitoring Tool’ are formulated, guiding the development of an initial version. Iterative refinement, interventions, and evaluations involving practical experts enhance the tool, evolving the principles for broader applicability and contributes to current research.