Suppose you are a trucking company and you have implemented an innovative IT solution that involves giving tablets to your drivers.
Is it OK to just give the tablets to them? Maybe they need a carrying case? Maybe it rains often and somehow the drivers’ hands get slightly humid and the touch screen doesn’t respond? Maybe the trucks don’t have USB sockets and you didn’t include a truck-compatible charger for the tablets? In such cases drivers may be unwilling to use the tablet, and you may have a disruption because of a silly issue.
The carrying case, the rain and the charger are problems I made up and I doubt they really exist. A truck driver could probably identify real problems. The thing is, usually such peripheral issues do exist, and one reason software projects fail is that people don’t invest enough in discovering such peripheral issues. For an IT solution to succeed, the users need to embrace it, and users will embrace it if it’s easy and readily accessible to them.
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