InsTech’s Henry Gale speaks to Claudia Fernandez, Country Manager at Lemon Learning, about challenges with software adoption and Lemon Learning’s work with insurers and technology companies to support successful software implementation.
Henry: What is the history of Lemon Learning and what is your role?
Claudia: Lemon Learning was founded in 2014, in response to the challenge of software adoption in large organisations. The company started in France and now serves customers in the US, UK, Spain, Italy and Germany, with plans to expand across South America and Asia.
As the Country Manager for the US, UK and Latin America, I manage and direct Lemon Learning’s work in those markets. This includes responsibility for brand awareness, marketing and sales.
Henry: Can you describe the problem Lemon Learning was founded to solve in more detail?
Claudia: Companies are reliant on software, but many are unprepared to train people to use the software. According to Dynamic Signal, 36% of employees say they don’t know where to find the information they need to do their jobs.
Lemon Learning’s research suggests that 70% of software implementation processes fail to achieve their success metrics due to challenges with user adoption. Companies introduce new software to make processes more efficient or improve performance, but if users do not understand how to use the software, it becomes an obstacle to the process it was intended to improve.
When clients or users run into these difficulties, all support requests increase, causing an overload in the IT team, which can be easily prevented by placing the answers they’re looking for directly on the target software. Lemon Learning is designed to help organisations succeed in software implementation and increase the value they can gain from any software they use.
Henry: Can you give an insurance-specific example?
Claudia: The insurance industry uses software for many different processes. For example, insurers may internally use enterprise resource planning (ERP) software, such as Oracle, to manage day-to-day operations. ERPs can also be used externally as a platform for insurers’ customer self-service.
Both insurers’ employees and customers may need onboarding or training to use this ERP.
Another example is if an insurer sells policies through its website and allows customers to log in to a portal to update their coverage. It is important to provide digitally inexperienced users with support on demand.
Henry: In the past, how have people learnt how to use these software applications?
Claudia: Historically, organisations used PDF manuals, video demonstrations, live training or PowerPoint presentations to teach their employees, partners and customers to use software.
One problem with these approaches concerns version control. Software is frequently updated but not all users may be using the same version at the same time. As a result, what is shown in a video demonstration, manual or training session may not be the same as what a user sees on their screen.
Another problem is that there is often separation between the learning environment and the tool being learnt. Users must take in information from the video, manual or session and then apply it to the software afterwards; much information can be lost during that gap. Learning to use software is like learning to tie a knot: you learn most effectively while undertaking the task.
Henry: What solution does Lemon Learning provide?
Claudia: Lemon Learning is a layer that can be placed on top of software, designed to help users learn by using the software themselves. It leads users through different processes step by step, guiding them with interactive bubbles on the screen. The bubbles show users what they need to do next and what each option means.
Henry: What sort of applications can Lemon Learning’s solution be used for?
Claudia: Lemon Learning can be used for any web-based software. This includes third-party software, such as Salesforce or Microsoft Dynamics 365, as well as any in-house tools that companies have created. Half of Lemon Learning’s clients use the solution for their own bespoke software.
Henry: Can Lemon Learning’s customers customise their training content, and how?
Claudia: From Lemon Learning’s experience of creating training content, we have a methodology to help customers maximise the value of our tools. The team at Lemon Learning discusses with the customer how the software is being used, the goals for the tool and the challenges the customer is facing.
Lemon Learning helps the customer design the training content. Customers can create and customise the content through Lemon Learning’s no-code platform. It is easy to use Lemon Learning to create bespoke and engaging content, with text, images, videos and hyperlinks.
This includes adapting the content for specific personas. For example, employees in different parts of an organisation will use different features of a customer relationship management (CRM) system such as Salesforce more often. When new employees join, they can receive training content that prioritises the features most important for their role.
Henry: What other features does Lemon Learning offer?
Claudia: Lemon Learning also has an analytics feature. Lemon Learning captures information about how people use the software. By looking at user behaviour, you can see where users missed information, went down the wrong path or abandoned a particular process.
These analytics help Lemon Learning keep its training materials up to date and help customers understand where they should update the training materials they use and where users need extra support. For example, if users are not inputting their email address in the right place, Lemon Learning can add a pop-up to remind them what they need to do.
Henry: What sort of companies in insurance would Lemon Learning be suitable for?
Claudia: Larger enterprises tend to have the greatest challenges with software training and support for their employees and customers. All software - ERPs, CRMs, portals, HR systems - requires training and onboarding. This traditionally has long lead times and can be a substantial cost for IT departments due to associated, often repetitive, support requests.
Insurers and brokers can use Lemon Learning to successfully implement new software by increasing software adoption whilst reducing IT support costs.
Many of Lemon Learning’s customers are also technology companies that produce software used by insurers. Using Lemon Learning’s tools helps drive the adoption of their software by their client’s clients’ employees, which helps make their projects more successful. It can also reduce costs and improve client satisfaction, because they do not need to spend as long training clients.
Henry: What customers is Lemon Learning currently working with?
Claudia: Lemon Learning’s clients include insurers MAPFRE and AXA, as well as many organisations outside insurance such as Renault, Carrefour and Heineken.
MAPFRE introduced Lemon Learning to increase the adoption of a complex ERP. Initially MAPFRE’s ERP was available to employees only, but is now also available to its clients. Before using Lemon Learning, MAPFRE had to back up its ERP data on Excel because of low adoption rates. Now, the ERP has very high rates of adoption.
Henry: Why has Lemon Learning joined InsTech as a corporate member?
Claudia: Lemon Learning has joined InsTech to expand the reach of our mission to improve digital adoption. In particular, Lemon Learning has had success in the European insurance industry and is looking to expand into the UK and other global markets.
Henry: What sort of companies would Lemon Learning like to connect with?
Claudia: Lemon Learning would like to connect with IT directors and software managers of insurance companies looking to accelerate their adoption of software, as well as technology companies that sell software tools to the insurance industry.
Anyone interested should reach out for a presentation demo. During the presentation demo, we will discuss what software adoption challenges you are facing and the types of tools you use. We can demonstrate how Lemon Learning’s features can help tackle those challenges and what deployment looks like in practice.