Step 1: Define adoption archetypes#
Segment your workforce into personas that reflect job context rather than demographics:
- Customer-facing operators: Support agents, account managers, field service teams.
- Knowledge synthesizers: Analysts, consultants, product strategists.
- Technical builders: Engineers, data scientists, automation specialists.
- Operational enablers: HR, finance, legal, procurement roles ensuring compliance and governance.
Each persona has different success indicators. A single adoption number is misleading.
Step 2: Map usage intentions#
Identify the primary jobs to be done for each persona. Examples: drafting correspondence, researching policies, coding prototypes, preparing compliance reports. Align survey questions and telemetry to these intentions.
Step 3: Pair quantitative telemetry with surveys#
- Telemetry: Session counts, active minutes, tasks completed, escalation rates, reliance on legacy tools.
- Surveys: Self-reported frequency, satisfaction, perceived risk, and skill confidence. Keep surveys anonymous to encourage honest feedback.