"Have you ever been a part of a product launch that felt more like a daunting experience, rather than an exciting or thrilling one? The product launch where users got more confused and felt helpless? Where they could not even point out what was wrong, because the product team worked so heavily on improving the tech and the UX, that it actually changed the way they were used to working before."
"This is more common than you can think, especially in a B2B and SaaS environment, where complex products with a continuous learning curve, are constantly being explored by the users. And sometimes they form their own behavioral patterns of performing a particular task on the platform. And when you change that pattern, when you try to simplify it, or make it easier, it rather ends up becoming harder for them, because now, they not only need to learn the new patterns."
Building trust is increasingly difficult in the internet and AI era as perceived expertise proliferates. Product launches can feel daunting when changes to technology and UX alter established workflows, leaving users confused and helpless. Complex B2B and SaaS products foster continuous learning and distinct user behavioral patterns for routine tasks. Altering those patterns, even in pursuit of simplification, forces users to both learn new processes and forget ingrained methods, which can increase friction and reduce confidence. Product initiatives must account for existing user habits, learning costs, and trust impacts when redesigning workflows.
Read at Medium
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