One of the main obstacles to a successful BPM implementation is managing change. Most people hate change. Each day employees come in to work, get their cup of coffee and settle into their routine. They know what their job is and how to do it.
Along comes a ‘genius’ at the company that wants them to use a new software tool and to do their job differently. Usually, new software isn’t easy to use [past experiences]. So they have to learn new software and likely have to do their job differently. Were they not doing it right before? Will people be looking over their shoulder to see if they can do it the new way? As you can see, their level of stress increases. For a time, they will not be able to ‘settle into their routine’.
Depending on their comfort level, workers will go along with the plan and learn the new software and the new routine – others will not. The group titled ‘others will not’ can cause real problems for the project.
For years I have been championing software that allows you to customize the user interface. My objective is to minimize the learning curve for the new software so that users can focus on their new routine.
What I like to see in a user interface
I like to see the user interface in the language of the company using it. So, I need to be able to change the labels.
I like to see the user interface only present the entries/choices that the user community needs to respond to. They make entries, check boxes, attach files and click OK or Send.
The click on OK or Send will perform any needed logic to determine who gets the task next and what needs to be done.
If the user interface is functioning ‘properly’, you can focus on the new routine. I strongly suggest that you get the users involved so that they can assume some ownership of the new routine.
What has been your experience?