Thomas Ove Rasmussen &
Cecilie Caroline Falch
CEO & Founder,
Adoption Intelligence Lead & Research Strategist
@ Evonate
Presentation - English
The Illusion of Success: Measuring Adoption When Usage Is Mandatory
Everyone is using the system. But does that mean it is successful? In mandatory enterprise software, usage can create an illusion of success. Employees may log in and complete workflows because they have to — while frustration, workarounds and unrealized business value remain largely invisible.
This session challenges how we design for, measure, manage and evaluate enterprise software success. Drawing on industrial PhD research and real enterprise cases, we introduce FARO: a practical model connecting what the system shows, what employees experience, and whether intended benefits are actually being realized.
You’ll leave able to:
Distinguish usage from meaningful adoption
Recognize hidden adoption failure
Look beyond logins and activity metrics
Connect UX, usage and business outcomes
Ask better questions about digital product success
For UX, product and transformation professionals who want evidence — not assumptions.
About Thomas
Thomas Ove Rasmussen has spent more than two decades at the intersection of enterprise technology, product design and business value. Today, as founder of Evonate and industrial PhD supervisor, his work focuses on a deceptively simple question: How do we know whether enterprise software actually delivers the benefits it was designed to create? A former Chief Innovation Officer at Trifork, entrepreneur, enterprise architect and SAP Innovation Award winner, Thomas brings together research and hands-on experience to rethink how organizations design for, measure, manage and evaluate digital product success.
About Cecile
Cecilie Caroline Falch is an adoption researcher and practitioner exploring what really happens after enterprise software goes live. Her industrial PhD investigated the “black box” of mandatory software use: how organizations can distinguish system usage from meaningful adoption and understand whether digital products actually create value. Today, as Adoption Intelligence Lead & Research Strategist at Evonate, Cecilie turns that research into practical ways for organizations to measure what matters and make better evidence-informed decisions about their digital products.