Need

A software application was created to address key workflow issues within the department. It seemed better than tracking everything manually or in spreadsheets and multiple emails. The application was adopted and integrated into the business, but it didn't work that well. People weren't using it.

Approach

Everyone who used this application was asked what it was supposed to do. There were many different answers. People weren't clear on what the application's purpose was. It seemed complicated and cumbersome to use. Many had given up on it or never really tried to use it in the first place. We observed their work and realized that the tool was trying to do too much but wasn't really robust enough to achieve success. We trimmed it down, refocused the purpose and simplified. Some of the complicating factors were eliminated and produced manually. Operations changed. Processes changed. The tool was redesigned for efficiency in one key area. The purpose and function is now clear to everyone.

What this means

Internal product design decisions are often affected by internal political agendas, and the result can be an overwrought complicated application that doesn't seem to have a specific purpose. No one application can be all things to all people but people are hesitant to take the risks necessary to say so. Clarifying the purpose of any application and managing the change required to refocus its purpose can contribute to an efficient work environment.

Humanize Technology helps people cope with the landscape of politically-driven design decisions while keeping the focus on end-user needs.