Technology selection is visible and exciting. The less visible work—clarifying ownership, changing routines and building confidence—is what often determines whether the investment makes a difference.
Start with a day in the work
Understand what a person is trying to accomplish, where information comes from and what makes the task difficult today.
Plan the transition, not just the launch
Adoption needs time, support and feedback after go-live. Give managers and users a clear route to surface issues and improve the new way of working.
Define success in business terms
Choose a small number of indicators connected to service, quality or capacity. Review them after implementation and adjust when the evidence calls for it.