Designing a superior product is only part of the formula for a successful roll-out. Getting customers and stakeholders to “buy in” to the new design is critical.

The primary challenges are marketing the service, overcoming inertia (resistance to change) and getting useful feedback.



Challenge : Overcoming Inertia

“Change” is often perceived as a problem. Here are some of the different types of change-related issues that we face in rolling out our services.

Stakeholder Buy-in

Get the critical “movers and shakers” on board.


  • Articulate the value proposition (make it tasty).
  • Provide guidance (make it easy).
  • Get commitment.

Office Startup

Install the service for the first time in an office

Introduce a whole office full of people to the service.

  • Localized focus.
  • Articulate the implications for the office
  • Group training

New Users

Scenario:  A new employee joins the office.

Individualized focus

  • On-boarding
  • One-on-one training

Service Upgrade

Existing customers get new features & functionality across the board.

This may be a “global” effort. Leverage corporate-level resources.

  • Identify & explain new features.


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