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.

Change

 

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.

Lobbying:

  • 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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