Processes and workflows often evolve, sometimes without us even noticing. We naturally adapt, creating new ways of working, one small step at a time, to help us accomplish what we need to do. Most of the time, we do this to become more efficient, but sometimes, this can have an unintended impact.
When change isn’t always welcome
I recently worked on a discovery phase for an application process. Through the research, we identified that our users (the applicators) had created shortcuts for how they populated the application. The applicators were very busy, so they created shortcuts to refine the process to make things easier and quicker for them. However, the shortcuts created an unintended consequence for the receivers of the service, because it meant that they had to fill in the gaps.
In this scenario, the receivers weren’t aware that they were doing more work than they would have needed to, if the applicators hadn’t had created the shortcuts. And the applicators were happy because they had saved themselves some time by creating the shortcuts.
It’s easy to ask why something should change when, in all aspects, it appears to be a working process. After all, “If it isn’t broken, don’t fix it.” However, as I saw with my client, these organically developed processes can sometimes lead to inefficiencies, misalignment with policy, or people filling in gaps where it’s not their job to do so.
Correcting this process to better align with policy and free up time for our overworked internal staff would result in the applicator being guided into populating the application with more details, which, understandably, may not be welcome.
So, how can you update a process when you know it may not be well received?
Understanding the evolution of processes
The first step is to understand why the process exists. Why are your users doing what they do? What underlying need does this process meet? Once you understand the purpose, take a closer look at how the process works—what steps users take and the desired outcome.
Conduct research with your users. Speak with them, have them explain and demonstrate their workflows, and observe them in action. This will help you gain a deeper understanding of both the process itself and the underlying reasons behind it.
Aligning with policy
Sometimes, process changes are unavoidable due to compliance, legal requirements, or business objectives. Understanding these constraints is just as important as understanding users’ needs.
Research the policies that apply to your users’ work to clarify what is and isn’t allowed. Identify which areas require strict adherence and where flexibility is needed. Determine where users operate outside of policy and assess how to bring the process back into alignment.
Transparency with stakeholders
Engage stakeholders early. Work with policy teams, legal experts, and the leadership team to ensure they are fully aware of user behaviours and existing processes. Present your findings and help stakeholders see things from the user’s perspective. Discuss user behaviours and explore possible solutions together within the constraints of policy.
By involving stakeholders in creating the new process, you increase their buy-in and understanding whilst designing a solution that meets business requirements while maintaining a user-friendly experience.
Usability testing
Usability testing is essential, even when you anticipate resistance from users who may struggle to adjust to the new process. It allows you to observe how users interact with the changes and gather valuable feedback.
Listen to your users and empathise with their concerns. If they highlight issues, dig deeper to understand their underlying needs. Do not discuss what is allowed and what isn’t allowed. Usability testing sessions are there to gather feedback, never to discuss policy.
Effective communication
Clear and well-crafted communication is crucial when implementing changes. Develop a communication strategy to introduce new ways of working. Provide clear guidance and ongoing support, highlighting how the changes will benefit users. This communication can be done outside the service with notifications and inside the service with help text and easy-to-understand copy in the designs.
The end goal: A better experience that also complies with regulations
Changing a process that users may resist is challenging but manageable. You can implement changes that ultimately benefit everyone involved by understanding user behaviour, aligning with regulations, involving stakeholders, conducting usability testing, and communicating effectively.
If the new process effectively addresses important user needs, users may not miss the old one.
If you have a question for Jenny or the Triad team, please get in touch.
