A large non-profit health system was about to undergo a double upgrade of their electronic medical records system. The key to success was a rigorous accounting of workers’ actual needs.
Amit Shah | December 18, 2017
Does this sound familiar? A major system change is rolled out, on time and under budget. Hooray! The IT department celebrates. But for actual users, it’s a different story. They’re confused and demoralized. The IT people are bewildered by the backlash. They defend themselves by citing their success metrics. And that’s the problem: metrics that focus solely on budgets and deadlines and ignores the needs of the end users. A project shouldn’t be considered a success unless it also rigorously delivers a satisfying user experience.