Management wants an adoption percentage. What should I measure?

Ambiguous adoption metric

Define adoption as successful use of the intended workflow by the relevant population, not merely account creation or logins. Combine usage with task completion, outcomes, and justified exceptions. State the denominator and observation period so the number can be interpreted.

What to do now

Define the intended behavior and population
Select task-based measures and exceptions
Check data quality and user context
Report progress with barriers and next actions

Recommended action flow for ambiguous adoption metric: Define the intended behavior and population then Select task-based measures and exceptions then Check data quality and user context then Report progress with barriers and next actions. Escalate when a misleading measure would trigger a consequential rollout or staffing decision.

When to escalate

Escalate when

A misleading measure would trigger a consequential rollout or staffing decision.

Who decides

The business process owner and change sponsor

Example

The team measures completed approved requests per eligible department instead of total registered accounts.

Mistake to avoid

Calling every account with one login an active adopter.

Prevent a repeat

Measure successful use of the intended workflow and resolve recurring barriers instead of relying only on attendance or logins.

Suggested ApprovedFlow setup

Tasks
Documents
Resources

Assign role-specific readiness and feedback actions, keep reviewed job aids with the project, and record accepted operating responsibilities. See the platform