Lucy Adoption Toolkit

Elements of the User Adoption Toolkit

  • Executive Leadership
  • Email Onboarding
  • Hero Stories
  • Gamification
  • Engagement Campaign
  • Curated Content

Editable Lucy User Adoption Toolkit Deck (Client shareable presentation of the elements of user adoption)


Executive leadership can have a profound impact on new technology adoption. When leadership is engaged, it increases the stakes and need for the team to participate. 

Your Lucy Customer Success Manager can help by crafting communications tailored to your audience so you can easily get the message out to your team.

  • Email Messages, Social Channels & Onboarding Guide
  • Generate & Share Hero Stories
  • Gamification with Scavenger Hunts & Contests
  • Communications for busy leaders to share directly with users.

Example - General Template

We provide customers with emails with helpful tips, a portal of training videos, Lucy Knows to share examples of usage and emails with latest news for new features and capabilities.

Lucy can send email campaigns direct to users OR we can provide content that can be sent by the customer through their systems.

Onboarding Email Flow:

  • These emails are Lucy branded and this will need to be considered while offering to customer who have rebranded instances.
  • The content of the emails can be shared as HTML or plain text for repurposing.

Examples - Lucy Onboarding Branded Email Flow

* Remember to push for executive leadership  

Find hero stories, promote them and edify the behavior. As we find early examples of beneficial usage, we have the opportunity to promote these success stories out to all users. Success breeds success and these stories can inspire other users to try new systems to achieve similar benefits. Further, edification of the early heroes rewards those that are trailblazers for their effort to experiment with and adopt the new technology.

How to gather hero stories:

  • When users report saving time, reach out from your email (not http://customer.io) using the following template
  • Initial direct active user outreach - Example
    • Reach out to users who have asked a question from your email to see what they think so far and if they need anything. 
  • CSAT Survey in platform micro surveys via Chameleon - Example
    • Ask users how the onboarding and initial experience is going with an option to add any feedback
    • Display positive feedback to admins and address any negative feedback or questions directly with the user
  • Hero Story Broadcast Email - Example
  • Hero Story Broadcast Email From Leader/Executive - Example

We have found that gamification can be a fun and productive means of follow up training after initial on-boarding. You can create content with special tags or medals in it that can only be found by properly searching via Lucy.  We can assist you in setting up the hunt and success should require use of multiple features of Lucy so the users develop a comfort and proficiency in search while participating in the hunt.  

  1. Usage Contest
    • We can also simply create a contest and direct users to ask unique questions, provide feedback, indicate time saved and share answers. We can track results in a leaderboard, identify and reward users who have excelled in these key areas.
      • Discuss customer gifting policy to determine if a gift card and logo swag can be given out, if not a simple pro badge can be generated for users who complete all tasks.
  2. Scavenger Hunts- Chameleon Tour Based

To encourage usage and expand engagement during onboarding, the following communications will be rolled out to encourage adoption of the Lucy platform for the customers community.

  1. Leaderboard
  2. Incentives
    • Pro badges - Reach out to Cole, who will walk you through the setup. Find high-level steps below:
      • At the end of the engagement campaign grab the list of users that completed all of the actions for the duration of the campaign and create a segment with instance ID and a within email list that contains the list of users who completed all activities
      • Create a copy of the following campaign and update the segment to be the one you just created - Chameleon Tooltip 
      • Adjust colors in Chameleon if need be
      • Turn live
    • Lucy / Capacity Stickers
    • Lucy / Capacity Sweatshirts / Swag

Training campaign in announcement example:


One of the best ways to drive adoption is to have content that is only available via Lucy. Many customers are using the Lucy CMS as a way to make Dashboards, Leadership Communications, Bulletins, Price List or other valuable content available only via the Lucy interface. Driving users to Lucy for mundane, everyday task and / or for critical communications makes Lucy’s capability more present and available to users every day.

  • Client examples to help build templates
    • Playbooks
    • Event Promotion
    • Newsletter
    • Conversation with client “Do you have any of these examples that you could use?”
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