THE STARTING POINT
Give users clear instructions, support and a route for raising issues.
Explain the change in everyday terms.
Describe which tasks will change and what users need to do differently. Include the reason for the change without making unverified promises about results. Distinguish what is available at launch from later plans so people can form accurate expectations.
Prepare task-based guidance.
Provide instructions around the activities users actually perform. Include common exceptions and where to get help. Let representative users walk through the guidance before the rollout, and record unclear terminology or missing steps that a project team familiar with the system may overlook.
Create a feedback route.
Assign responsibility for collecting and responding to issues after the change. Separate usability questions from faults or requests for additional scope. Share updates through an agreed channel so users can see whether an issue has been understood and what action is being taken.
TAKE THE NEXT STEP
Your discovery checklist
- Explain launch changes separately from future plans.
- Review task instructions with representative users.
- Assign a feedback owner and update channel.