Success Path
Everything you need to know to upgrade your ThingWorx Platform

Adjust Adoption and Communication Strategy

Make sure that internal and external stakeholders are aware of and ready for the upgrade. Communicate their role in the upgrade and changes they should expect to see.

Understand the Impact to Each Site

The impact of each site are specific to your end-users and use case(s). Downtime during an upgrade is required, so plan for each instance to be upgraded individually. It would help if you worked with each site manager to understand their constraints and schedule appropriately.

For example, if you’re a Medical Device company upgrading multiple hospitals and clinics, consider planning multiple upgrade times to avoid all machines being down at the same time in case of emergency.

Understand Impact to End Users

Beyond the downtime mentioned above, your end-users should not be impacted. Mashups look and operate how they did before your upgrade. Communicate across in case of any emergency.

Document a Training Plan for Users

Stakeholders outside of your organization, such as your customer, do not require updated documentation from the upgrade alone. If your customers want to take advantage of the new functionality in ThingWorx to update their mashups, training documentation needs to be updated appropriately.

Those in your organization who support your IoT solution and use your ThingWorx applications rely on updated documentation after your upgrade.

Create a list of the personas in your organization who are involved in creating, supporting, and using your IoT solution. Then articulate the ThingWorx updates in the documentation required to do their jobs.

Here are some personas who may require documentation:

  • Developer
  • System administrator
  • Solution architect
  • Designer/user researcher
  • Application support team
  • Customer service
  • Edge implementer
  • Internal end users
  • External end users
  • Service organization

Consider when, how, and to whom documentation needs to be available. Once you define each persona and documentation needs, communicate this with the individuals responsible for creating documentation. Useful, timely documentation enables a successful upgrade of your IoT solution.

Create a Communication Plan

Create differentiated communication plans to connect with internal and external audiences. Your stakeholders have different needs, depending on their role. Consider internal stakeholders such as technicians, service management, marketing, sales, and customer service employees. External stakeholders may be vendors, your customer’s customers, or contractors.

Use these questions to guide your communication plan:

  • Who are your audiences?
  • What does each audience care most about?
  • What do they need to know to be successful?
  • When do they need to know it?
  • What are the existing or best channels to communicate through?
  • Who should deliver the message(s) for it to be effective?
  • How often should each audience be communicated with?
  • What do you need from your audiences at different points in time?
  • How can your audiences communicate with you?

Document your communication plans for each group of stakeholders.

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