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To help colleagues within a complex healthcare organization find their way around their digital work environment quickly and intuitively, Espria chose SelfGuide. By offering instructions and training centrally and visually, the organization increases the self-reliance of colleagues and makes knowledge sharing easier. The next step is to further distribute SelfGuide within all affiliated healthcare organizations.
Espria is a healthcare institution that supports various healthcare organizations in the Netherlands, including Icare, GGZ Drenthe, Evean and Zorggroep Meander. With around 14,000 colleagues, Espria facilitates ICT services for these organizations, among other things. By merging multiple ICT departments into one central organization, a uniform and future-proof digital work environment has been achieved.
An important step in this was the transition from a Citrix environment to a modern Microsoft cloud workplace. This transition also meant the need for an effective and scalable way to support colleagues in using new applications.
Previously, instructions were primarily provided via Word documents, PDF manuals, and intranet pages, which was time-consuming and difficult to maintain. Moreover, these static tools did not always meet the needs of healthcare professionals, who often prefer visual and practical support.
During the adoption process of the new digital work environment, SelfGuide came to attention after several healthcare institutions within the Espria group had already successfully deployed the solution. This led to a wider implementation within Espria.
“I used to make tutorials in Word and export them to PDF. That took a long time. With SelfGuide, I can create and update instructions much faster.”
Dusty Assen, DigiTrainer
Espria has chosen separate SelfGuide environments for each healthcare institution because of their different applications and processes. Functional administrators create customized instructions, while the Digital Work Environment (DWO) department creates instructions for Office365 applications. Instructional materials created within SelfGuide are managed by Service Desk colleagues, DigiTrainers and functional administrators to keep instructions up to date and promote knowledge sharing.
To increase the use of SelfGuide, Espria is actively focusing on internal communication and integration within existing channels. SelfGuide instructions are accessible via the intranet (EspriaNet). In addition, weekly “Digitips” are shared, which support practical tips about the digital work environment with SelfGuide instructions. A DWO group with almost 1000 members is active on the Espria intranet, sharing these tips, training courses and news.
The service point also plays an important role in stimulating self-reliance. When dealing with reports, colleagues regularly receive a link to relevant instructions, so that they can find solutions independently more quickly in the future. Although the effect on the number of service desk queries is difficult to measure exactly, Espria sees a clear growth in the use of SelfGuide and increasing awareness within the organization.
SelfGuide fits well with the needs of healthcare professionals, many of whom are less digitally savvy. Visual, step-by-step instructions help them work faster and more independently with applications such as Microsoft 365 and other organization-wide applications.
“Users don't just want to read text, they want to see where to click. SelfGuide makes that possible and lowers the threshold for using new software.”
Dusty Assen, DigiTrainer
In addition to instructions, SelfGuide is also used for Office365 training courses. After a classroom training, colleagues receive a link to the associated SelfGuide training so that they can easily repeat what they have learned. This creates a learning environment where formal training and on-the-job support come together.
Since the introduction of SelfGuide, Espria has achieved a strong growth in the number of users. More and more departments are discovering the benefits of the tool and are asking for access to create instructions themselves. This organic growth is in line with Espria's vision to allow adoption to take place gradually and without obligation.
The cooperation with SelfGuide is seen as positive by Espria. Regular contact with the Customer Success Manager helps optimize usage and explore new opportunities. At the same time, Espria sees opportunities for further development and transparency in the product roadmap, so that future functionalities can be better included in SelfGuide's internal roadmap.
For the future, the focus is on further increasing the awareness and use of SelfGuide within all affiliated healthcare institutions. In addition, Espria is exploring opportunities for deeper integration with the intranet, so that colleagues can have even easier access to relevant instructions.
The ambition is for SelfGuide to become the first point of contact for user questions, with colleagues first looking for a solution independently before contacting the service point. As Robert Busscher, Product Owner Digital Work Environment (DWO) at Espria, says: “The best thing would be if colleagues first look into SelfGuide and only then call the service point. That's the next step in our digital adoption.”
To organizations that are considering starting with SelfGuide, Espria sends a clear message: just start and let usage grow organically. According to Robert Busscher, the strength of the solution lies primarily in its simplicity and accessibility: “SelfGuide is accessible and easy to use. If you're still working with PDFs or explainer videos, this is a logical next step.”
