There are many different theories and models that attempt to explain the complex riddle of how and why users adopt technology. One of the best known is the Unified Theory of Acceptance and Use of Technology (“UTAUT”) established by Viswanath Venkatesh and others (and built upon many earlier studies). This model identifies four main factors that influence the likelihood of user adoption of a new technology:
- Perceived usefulness: how helpful the system will be to complete work assignments.
- Perceived ease-of-use: how easy the system is to use.
- Social influence: the level of importance an individual user’s adoption is to people of influence.
- Facilitating conditions: the perceived level of organizational and infrastructure support that exists for the technology.
The model also includes four considerations that overlay the above factors: A user’s gender, age, experience, and the level of mandate or “voluntariness” that is associated with the technology.
While the practical use of the UTAUT during an ePayables deployment is unlikely to bear much fruit, the model’s factors are worth understanding, influencing, and above all else, communicating. For example: a system that accurately automates the key steps of a process with limited clicks and robust features may be perceived as both useful and easy to use, but, when an AP director or Head of Shared Services sends out a weekly staff technology usage report, it is clear that adoption is important to the executive team. When online training, help desk support, and a team of “local” power users accompany a new technology rollout, the users see the support available and have more confidence in trying the new solution. When bonuses and promotions are tied to technology usage, the numbers are also sure to rise.
As the challenges of the work-from-home and remote work models have shown, AP and financial agility are dependent upon a technology infrastructure that enables scale and flexibility. Launching systems within the AP department and across the enterprise takes an investment of time, money, commitment, and resources, as well as a strong focus and an ability to manage projects. But while launching a solution successfully is important, it is but one piece of a larger process. User adoption is another fundamental determinant in the overall success of a technology initiative and an area worthy of examination because when ePayables adoption numbers rise, so, too, does AP performance and its’ overall value to the greater enterprise.
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