I deliberately use the term user “adoption” as opposed to user “acceptance”. Acceptance is a passive reaction. A person assents to something. User acceptance tests ascertain whether business requirements have been met in the implemented software. Adoption, however, is less passive. It implies embracing the change and owning it. When new software has been adopted, this means not only that the users have accepted it but also that they are actively using it. User acceptance tests being successful therefore do not imply that the user adoption has been successful.

User adoption means users want to use the new system; it means they understand how it works; they are happy with how it works and they agree that it works at least as well as the legacy system or they know that it will as steps have been taken to ensure this.

The user adoption measurement framework provides objective data for the users when evaluating the new system and comparing it with the legacy version. The measurement framework is only one measure to be taken to improve adoption. Others include involving key users in the early testing of the system as well as a lot of communication, training and hands-on events.