Chapter 28Nail user adoption and underlying business model changes
Any sufficiently advanced technology is indistinguishable from magic.
—Arthur C. Clarke
We often hear discouraged leaders make comments like: “We seem to be forever stuck in pilot purgatory,” or “There's a lot of inertia and resistance to change here,” or “The pod delivered a good solution but business would not adopt it.” These complaints are typical results of what we might call “last mile” issues. These are the issues that crop up when a business wants to implement a solution it has developed, only to find out that the users don't want it or it doesn't work as intended.
Resolving these issues requires resolve and sustained effort, yes, but most importantly a commitment to managing digital solutions through the entire process from development to adoption.
Take the example of Freeport-McMoRan, a global mining company that developed a family of solutions for optimizing set points in copper concentrators. Rather than simply delivering the solutions, the development team worked side by side with frontline users for eight months after the solutions were initially rolled out. They created check-ins every three hours, 24/7, bringing together operators, ...
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