Chapter 6: Adoption Is Part of the Product

By the time a system is built, many of the decisions that affect adoption have already been made. That's why I want the people doing the work involved while we're still choosing and shaping the experiment.

They need a change that fits the job, solves a problem they experience, and preserves judgment they still have to exercise. If the new process asks them to carry more hidden effort than it gives back, enthusiasm for the technology won't make that burden disappear.