A digital adoption platform (DAP) is a software layer integrated on top of another software application or website to guide users through tasks and functions. These platforms help businesses onboard new users by providing in-app guidance and tutorials for company-specific tools, software, and workflows.
DAPs ensure employees learn to use necessary software and internal systems quickly, reducing the time needed for formal training programs. These platforms also help raise users’ awareness of new functionalities in a product. DAPs are also used in customer-facing software to guide users through the self-service process, such as completing forms, troubleshooting issues, or accessing knowledge bases, enhancing the customer experience.
DAPs are used by product managers, customer support specialists, and onboarding teams to streamline software rollouts, identify user pain points, and drive efficient adoption across the organization.
Some DAP offerings are made specifically for other popular software applications, with companies creating multiple DAPs tailored to certain products. However, many DAPs are customizable and can integrate with any application necessary. DAPs are commonly integrated into product analytics software, customer self-service tools, survey software, and knowledge base solutions.
To qualify for inclusion in the Digital Adoption Platform category, a product must:
Integrate on top of a web-based software, website, or software application
Offer cued prompts, messages, tooltips, smart tips, spotlights, notifications, pulses, modals, and tutorials to assist and guide users
Collect and analyze user behavior data to improve the user experience
