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Unleashing the Power of UX Analytics
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Let’s consider the use case of a new internal order management application that’s been approved by the business to meet the needs of a large user base of customer service representatives. While the new system promises to deliver significant productivity gains and cost savings, the transition to the new tool is likely to cause some disruptions.
Specifically, users will need to adjust their workflows and learn new processes, which can result in a learning curve and decreased efficiency during the initial stages of adoption. If the application is to be used by people who’ve been on the job and doing things their way for 10 years or more, this will be a very difficult transition for most of them. This is a hard truth.
To mitigate these challenges, a properly staffed and well-trained change management team is important, but as stated earlier, it’s quite possible that your organization doesn’t have a change management...