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.
Get the critical “movers and shakers” on board.
- Articulate the value proposition (make it tasty).
- Provide guidance (make it easy).
- Get commitment.
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
Scenario: A new employee joins the office.
- One-on-one training
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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