"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."
"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, but they need to forget the old ways of working that they had..."
Product launches that significantly change interfaces or workflows can confuse users and erode trust. Complex B2B and SaaS platforms create continuous learning curves and lead users to develop entrenched behavioral patterns. When teams focus heavily on technical improvements or UX redesigns without preserving familiar workflows, users must both learn new patterns and unlearn old ones, increasing friction. The resulting cognitive load makes tasks feel harder and can turn an anticipated launch into a frustrating experience. To avoid this, preserve mental models, involve users early, introduce incremental changes, provide clear guidance and training, and measure adoption to reduce disruption.
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