Why it matters
Initial value is not sufficient on its own. Ongoing adoption provides evidence that the product is useful in real customer behaviour and that its value extends beyond onboarding or initial experimentation.
Pillar 1 · Focus area 3 of 4
Ongoing Usage
Assess whether customers adopt the product capabilities that create value and incorporate them into their expected workflows or behaviours.
This focus area belongs to the Coppice Labs Audit for digital-product exit readiness. It sits within Customer Value, Pillar 1 of 5.
The conclusion we need
Determine whether target customers meaningfully and repeatedly adopt the product capabilities that create value, with credible evidence of the prevalence, consistency, breadth, workflow integration, variation and causes of strong or weak ongoing usage.
What we examine
The questions we will answer
- What behaviours and product capabilities constitute meaningful ongoing adoption for each target customer, and how is that definition validated?
- What proportion of activated target customers demonstrate meaningful ongoing adoption?
- How consistently and extensively do adopted customers use the capabilities that create value?
- How do customers incorporate the product into their normal workflows, and what prevents or weakens that use?
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